Customer Experience Strategy & Transformation Intern

Position Summary

This role is not eligible for immigration sponsorship

Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.
To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

We are seeking a driven, analytical, and customer-centric Customer Experience (CX) Strategy & Transformation Intern to join our team. In this role, you will be embedded at the center of a high-impact strategic initiative: consolidating two separate customer-facing organizations—our eCom Customer Service Team (handling order modifications, cancellations, and refunds) and our Tier 1 Technical Support Team (handling general inquiries, troubleshooting, and repair scenarios)—into an integrated, single-point-of-contact resolution model.
Your primary mission will be to help eliminate customer friction caused by transfers between chat and phone queues, lower Customer Effort Scores (CES), improve First Contact Resolution (FCR), and drive long-term cost efficiencies. You will leverage modern process mapping, analytical modeling, and emerging AI-driven automations to re-engineer traditionally manual, multi-tiered support operations into a seamless customer journey.

Role and Responsibilities

·       AI & Process Automation Literacy: Foundational understanding of Artificial Intelligence and intelligent automation capabilities (e.g., Generative AI, prompt engineering, conversational AI bots, LLM-powered agent assist, or Robotic Process Automation). Demonstrated ability to recognize where AI can eliminate manual, repetitive steps in traditionally human-centric operational workflows.

·       Analytical Skills: Proficiency in Microsoft Excel (e.g., pivot tables, VLOOKUP/XLOOKUP, summary statistics) for data cleanup, trend identification, and volume modeling. Familiarity with BI tools (Power BI, Tableau) is a plus.

·       Process Visualization: Comfort using or learning workflow design software (e.g., Lucidchart, Microsoft Visio) to translate operational steps into clear swimlane diagrams.

Executive Presentation: proficiency in Microsoft PowerPoint with demonstrated ability to translate complex operational data, workflow architectures, and strategic proposals into

·       Currently enrolled in an accredited undergraduate degree program (Sophomore, Junior, or Senior standing) majoring in Business Administration, Management, Operations, Supply Chain, Business Analytics, Marketing, or a related discipline.

·       Business Acumen & CX Mindset: Strong conceptual understanding of customer experience fundamentals, service design, and contact center economics (cost-per-contact, transfer costs, customer lifetime value).

·       Communication: Exceptional verbal and written communication skills with the ability to articulate business impact clearly to both frontline staff and management.

·       Curiosity & Structured Problem-Solving: Ability to break down ambiguous business challenges into logical workstreams.

·       Empathy for the Customer & Frontline: A genuine interest in improving human-centric service interactions for end users and frontline representatives.

·       Agility & Ownership: Self-starter mindset capable of managing deadlines across multiple parallel project deliverables.

·       Work Experience: 2+ years hands on experience in contact center customer service or retail is a plus

Skills and Qualifications

Academic Major Preferred (Undergrad and Master's)

Undergraduate business coursework in Operations Management, Finance, Marketing Strategy, Organizational Behavior, and/or Business Analytics directly aligns with project requirements: mapping end-to-end customer touchpoints, analyzing transfer rates/contact reasons, and designing consolidated service workflows and financial justifications.

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