Job Description

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!

As a Strategy Specialist, A.I., Self-Service, Chatbot, Automation, you will play a key role in shaping and executing the digital customer experience strategy across the Nespresso USA ecosystem. Sitting within the Center of Excellence B2C Innovation & Optimization Hub, this role acts as a strategic partner and product-minded player for our growing suite of customer-facing self service tools, conversational AI, automation solutions, and omni-channel contact innovations. You will help define the vision, roadmap, and success criteria for digital engagement products, ranging from chatbots to SMS capabilities, new Genesys Cloud integrations, and next-generation automated service experiences. You blend strategic thinking, product management principles, data-driven decision-making, and storytelling, ensuring that digital solutions are designed, developed, deployed, and continuously optimized to elevate customer experience, reduce operational friction, and support the business’s long-term transformation goals.

KEY RESPONSIBILITIES:

• Partner with the Digital Engagement Innovation Manager and collaborate with Digital Innovation Team to shape and evolve the strategic roadmap for customer-facing digital service products.
• Drive product thinking: articulate problem statements, define customer/agent needs, scope features, and align on priorities that advance the department’s vision.
• Support relationship and project management across multiple streams, ensuring alignment, transparency, and shared understanding of priorities.
• Position digital self-service capabilities, including chatbots, SMS, automation / RPA tools, and Genesys-powered solutions, as evolving products with clear life cycles, governance, and improvement pipelines.
• Contribute thought leadership to the COE by identifying emerging opportunities, technologies, and channels that can elevate customer engagement and operational efficiency.
• Represent the team’s work through compelling storytelling and narrative-building for leadership, stakeholders, and cross-functional partners.
• Ensure platforms (chatbots, Genesys integrations, SMS, automation tools) are scalable, stable, and aligned with all standards.
• Build and own bespoke measurement frameworks for all digital self-service products, including performance dashboards, KPIs, and success metrics.
• Leverage analytics to tell insightful stories, turning complex data sets (chat logs, CX metrics, goal completion rates, voice of customer, operational data) into clear visual narratives and actionable business recommendations.
• Identify experience pain-points, user friction, and automation opportunities through quantitative and qualitative analysis.
• Collaborate with cross-functional teams to ensure the right instrumentation, tagging, taxonomy, and reporting integrity is in place for each product.
• Communicate clearly and persuasively with stakeholders at all levels, translating technical updates, performance results, and strategic recommendations into accessible insights. Benchmark performance against industry and platform best practices.
• Ensure the timely delivery of roadmap initiatives across design, development, testing, deployment, and maintenance.
• Take a hands-on approach to design and development of tools when needed, ensuring proficiency of skillsets across our small, but growing team.
• Translate business objectives into clear product requirements, use cases, and acceptance criteria for technical teams (IS/IT, eComm, HQ, and external partners).
• Drive continuous improvement and support solution development and optimization by reviewing conversational flows, feedback loops, and performance trends.
• Champion structured experimentation (A/B tests, pilots, proof-of-concepts) to validate hypotheses and measure impact.
• Ensure digital touchpoints support both customer needs and business objectives.

EXPERIENCE AND EDUCATION REQUIREMENTS:

• Bachelor’s Degree in related field strongly preferred.
• At least 2 years experience working in a Contact Center or other customer-experience focused team.
• Recent experience working with chatbot design (NLU / NLP), live chat, SMS, digital self-service, automation / RPA, and/or customer facing LLM applications.
• Developing, communicating, and executing digital communication or customer service strategies.
• Hands-on experience with organizing, cleaning and analyzing structured and unstructured datasets.
• Knowledge of agile project management principles.
• Experience with the Genesys Cloud CX is an asset.

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.
• Project management experience in agile projects.
• Strong business and technical expertise within digital engagement realm including but not limited to: email, live chat, social media, Sprinklr/Hootsuite/Brandwatch, chat bots, A.I./LLM, ratings and review, Genesys, Monday.com, 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.
• Travel may be required.

The approximate pay range for this position is $78,000 to $92,000. 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.

Nestlé 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 benefit 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 accommodations@nestle.com 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: 399009