Consumer Channels Business Analyst | AI & UX

One of the core elements of Electrolux’ strategy is to capitalize on the tremendous digitalization opportunities through embracing new technologies, IoT, a digital manufacturing and closer end-consumer relationships. These key development areas offer a huge opportunity to enable a digital interaction between consumers, customers and suppliers.

In this completely new exciting role – Consumer Channels Business Analyst | AI & UX to manage the development of the AI chat and voice bot conversations, as well as improve the user experience across the Contact Center Solutions. You will be a key IT contact point for the AI Conversation development and support the team with ad-hoc tasks in our Contact Centers in Consumer Service Europe, working closely with the business to help define and implement the new AI bots across our Contact Centers as well as enhance our communication to consumer. This entails designing System Persona, User Persona, translate our support, help and marketing agent scripts into meaningful conversations between the Bot and consumer. You will also have the opportunity to be a part of exciting journey of introducing AI across all consumer-facing points of contact. As the role is new, there will be a lot of things that will be defined along the way, however you can expect that your main goal is to drive positive experience with consumers through bots, create next level of transparency and support and drive an ultimate consumer journey.

To succeed in this role you need to have a strong understanding of AI technologies, psychology, UX and Branding & Marketing. We expect you to have an innovative and collaborative mind-set. You will be independently driving and organizing the activities required to execute the agreed plan from IT point of view, keeping a mix between a strategic understanding of long term vision with hands on operational implementation tasks.

The ideal candidate has solid interest in conversational experiences delivered via Chat and Voice bots, and has a proven ability to explain complex issues in clear, non-technical language. You are an analytical thinker with the creative ability to craft conversations that quickly and effectively guide people to the solutions they are looking for.

This is a full-time position based in our Global Headquarters office in Stockholm/Stadshagen where we are 60+ nationalities under the same roof and we’re quite happy with the look and feel of the office! You should expect travelling mainly across Europe for approx. 20% of the time.

What you’ll do - Operational Responsibilities

• Design bot persona

• Align Business requirements with bot scripts

• Drive consumer conversational analysis and insights

• Leverage technical strengths of bots and adding the “human” element

• Model the conversational flows with consumer

• Adapt to technical limitations of AI and be ready to provide solutions

• Designing, implementing and tune the intents and entities that define the conversation interaction - along with the associated dialog flow, business rules, context variables, and so forth

• Set KPI’s and meet goals that improve AI Chatbot performance month-over-month

• Maintain knowledge of current and emerging technologies/products/trends related to Bots, AI and analytical tools

• Manage relationship with both internal developers and external vendors and driving the prioritization of AI backlog items based on the business input

• Governance, maintenance, and continuous optimization of existing AI consumer facing solutions

Competences and Personal attributes

• Work experience in the End consumer Service area with consumer focus e.g. Contact Center Agent, UX designer

• Experience with managing SoMe pages considered to be a plus

• Experience in Marketing and Branding considered to be a plus

• Experience with variety of consumer-facing digital tools

• Experience and/or interest in design, psychology, AI technologies

• Amazing English written and conversational skills. Fluency in other languages will be considered to be an advantage

• Ability for handling multiple projects at the same time and aligning on prioritization

• Understanding of Field operations execution for consumer products

• Strong capabilities to translate business needs into scripts and conversations

• Project Management skills are a plus (track record of delivering on agreed time & budget)