Customer Experience Strategy & Transformation Intern

Samsung Electronics America, Inc.; Plano (TX); On-site; USD 25,000 - 39,000; Part time

Job summary

Samsung Electronics America is seeking a driven CX Strategy & Transformation Intern to help consolidate customer service teams into a unified, efficient contact center. You will apply AI-driven automation concepts, map processes, and analyze data to reduce transfer costs and improve first-contact resolution.

As a current undergraduate student, you will gain hands-on experience in a high-impact strategic initiative, collaborating with cross-functional teams, and presenting insights to leadership.

Qualifications

• Pursuing an undergraduate degree in a related field.
• Familiarity with AI and automation concepts to improve processes.
• Experience with data analysis and presenting findings.

Responsibilities

• Support consolidating two customer service teams into a single CX model.
• Map workflows and identify friction points across channels.
• Prepare executive-ready proposals and impact analyses.
• Assist with AI-driven automation initiatives to reduce effort.

Skills

AI & automation literacy

Excel analytics

BI tools (Power BI, Tableau)

Process visualization (Lucidchart, Vis

Communication skills

Problem solving

Contact center/retail experience

Education

Undergraduate degree program in Business Administration/Management/Operations/SC/Analytics

Tools

Excel

Power BI

Tableau

Lucidchart

Visio

Job description

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 $100billion 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 Tier1 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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• Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
• Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
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Company Culture

At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

Equal Employment Opportunity

Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations

For qualified individuals with disabilities, we are committed to providing reasonable accommodations during the application process. If you have a disability and require a reasonable accommodation to participate in the application process, please contact our Reasonable Accommodation Team at (855-557-3247) or [e-mail] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.