Customer Experience Strategy & Transformation Intern

Samsung Electronics is hiring a Customer Experience Strategy & Transformation Intern. Level rates it ; you can apply on Samsung Electronics.

Level's read on this job

Uses AI ●●○○ is how Level rates this role: an ordinary role that requires AI tools.
Tools and skills the posting cites include Excel, Power BI and Tableau.
Level classifies it as an internship.
Level lists 626 other open roles at Samsung Electronics.
The role was posted in the last few days.

AI in this role

Support customer experience transformation initiatives by leveraging process mapping, data analysis, and AI-driven automations.

ExcelPower BITableauGenerative AI

prompt-engineeringai-automationcustomer-experienceprocess-automationdata-analysisconversational-ai

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.

#LI-HM1

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.

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.

* 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 During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

How we rate this

Customer Experience Strategy & Transformation Intern at Samsung Electronics rates 45 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.

Classification

Uses AI. An ordinary role that requires AI tools.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Customer Experience Strategy & Transformation Intern is an open job at Samsung Electronics.
Level rates this role AI Level 2 of 4: Uses AI.
The role is based in 6625 Excellence Way, Plano, TX, USA.
The job was posted on November 6, 2026.
Seniority: intern.
Applications are handled by Samsung Electronics. Apply on Samsung Electronics

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Prompt engineeringAI AutomationCustomer ExperienceProcess AutomationData AnalysisConversational AIExcelPower BI

Questions you could be asked

How do you structure and test a prompt to get consistent output from a language model?
Tell me about a workflow you automated with AI tools, end to end.
Tell me about a project where customer experience was part of your work. What did you do?
Tell me about a project where process automation was part of your work. What did you do?
Tell me about a project where data analysis was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Prompt engineering, AI Automation, Customer Experience, Process Automation, and Data Analysis. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Put the AI tool in a bullet point about what you did, not just in a skills list. This role treats it as a required part of the job.

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