Digital Content Specialist - AI, Self Service, Chatbot, Automation (Remote)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

POSITION SUMMARY:

As a Digital Content Specialist, you will be sitting within our contact center as part of the Center of Excellence B2C Innovation & Optimization Hub. In this role, you will implement customer-service focused chatbots, where you will design, author, and manage conversational journeys using NLU/NLP and/or Generative AI models to facilitate seamless communication with customers via text chat. Your responsibilities include creating automated text flows through our chatbot platform to streamline customer services and other communication processes. You will test and debug business communication flows as necessary, review and simplify code when needed, and evaluate chatbot performance using a developed measurement framework. You are passionate about and skilled in curating data to deliver excellent customer service and experiences. You have proficiency in creating, qualifying, monitoring, and analyzing chatbot data to provide outstanding AI-based automated customer service. The successful candidate will be part of a multi-channel, fast-paced, customer-facing team responsible for delivering an exceptional online customer experience, focusing on managing the digital transformation in how our customers interact with Nespresso USA., ensuring that all delivery streams work cohesively and are optimized to align with our business needs.

KEY RESPONSIBILITIES:

• Develop internal tools and scripts to simulate user queries, test bot performance, validate response accuracy, and identify system bugs
• Collaborate with the Digital Team, ISIT and eCommerce teams on application design and decision-making.
• Clean and analyze data from bot conversations to identify patterns and insights for model tuning.
• Identify most common questions that can be handled automatically or defined by the customer.
• Improve dialog flow to address recurring customer pain-points and develop new actions.
• Train, test, and maintain models by measuring quality and performance on representative data sets.
• Set up and execute regression and performance tests to ensure the quality of conversational components and continuously improve performance according to best practices.
• Implement a feedback loop to enable optimal data collection for continuous improvement of conversational applications.
• Maintain conversational AI components, diagnose issues, analyze performance, and drive continuous improvements.
• Contribute to the team's efforts to enhance the overall Customer Engagement Experience.
• Stay updated on new technologies and approaches in self-service support. Recommend innovations that align with business goals and customer needs.
• Plan, organize, follow up, and evaluate the workflows of the bots. Communicate effectively to support decisions between management and the team.
• Ensure the scalability of the technical platform aligns with the business needs and vision.
• Collaborate closely with ISIT infrastructure to ensure the digital platform adheres to all company guidelines.
• Recommend, track, and participate in all relevant ISIT infrastructure projects and system upgrades.
• Identify and implement improvement opportunities for the digital CX.
• Identify overall risks and issues related to the chatbot platform and self-service platforms.
• Define and monitor success metrics of the chatbot program. Analyze performance, considering quality and efficiency, and benchmark against industry best practices.
• Escalate issues to the relevant department to ensure prompt resolution of all requests.
• Assist and collaborate with E-commerce to improve customer experience and strategy.
• Maintain an ongoing knowledge base of customer service responses and continuously update case templates for improvements.
• Plan schedules and timelines in one place, integrating tasks, templates, and customer workflows.
• Facilitate proofing, editing, documenting, and storage of all files.
• Track, assess, and report success through effective resource management and reporting.
• Actively collaborate with CRC support functions (Workforce, Quality) to systematically identify improvement areas and leverage opportunities to enhance customer experience and CRC efficiency.
• Support manager in building strong and productive working relationships with other members of the COE, cross functional teams, tech suppliers and agencies
• Support manager in attending conferences, workshops, development to remain fresh on innovations to bring back to the COE
• Work with the manager in identifying new and external digital solutions that meet the market needs to support the growth of the business and enhance the overall customer engagement experiences.
  
  

EXPERIENCE AND EDUCATION REQUIREMENTS:

• At least 2 years experience working in a Contact Center or other customer-experience focused team.
• Bachelor’s Degree is not required but is strongly preferred.
• Recent experience in automation, machine learning applications and working with chatbots required.
• Proficient in handling various datasets, including text, images, and other logs or clickstreams.
• Strong knowledge of program/project management.
• Knowledge of JIRA is an asset, preferred.
  
  

SKILLS:

• Strong digital acumen and interest.
• Demonstrated ability to understand and anticipate customer needs.
• Demonstrated ability to synthesize data into clear trends and areas of focus.
• Proven ability to build and execute against strategies.
• Customer service orientation.
• Always on mentality necessary ensuring the customer facing operation is functioning.
• Strong communication, presentation, problem solving, quantitative abilities.
• Cross functional collaboration experience both internal/external.
• Strong business and technical expertise within digital engagement realm including but not limited to: email, live chat, social media, Sprinklr, chatbot, AI, ratings and review, Genesys and SHELF.
• Strong judgment in decision-making.
• Strong skills in being flexible and agile especially in the unknown.
• Ability to work with all levels of the organization.
• Effective influencing skills.
• Able to influence management of strategic decision based on data analysis and logic.
• Demonstrated ability in creating business proposal, cases and ROI wrap analysis reports.
• This is a full time position and ability to work 40 hours per week is required.
• Weekend and off peak hours work may be required when needed.
• Travel may be required.
  
  

The approximate pay range for this position is $78,000- $92,000 base. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills, and abilities as well as geographic location.

 

Nestle offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.  Incentives and/or benefits packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal employment opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at [email protected] or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy.

Job Requisition: 363085

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