Consumer Channels Business Analyst | AI & Data Science

For our Business Area Europe, in the IT team we are after completely new exciting role – Consumer Channels Business Analyst | AI & Data Science to work along with Junior AI conversational Designer to design and implement conversational experiences on our Chatbot and Voicebot virtual assistant platforms. You will be a key IT contact point for the continuous improvement of the virtual agents that are part of our Contact Centers in Consumer Service Europe, working closely with the local countries to analyze data and continuously train the AI bots across our Contact Centers. As the role is linked to new business model you will actively participate in defining how to drive positive experience with consumers through bots, create next level of transparency and support and drive an ultimate consumer journey across our Contact Center systems.
In Electrolux we focus on our consumers, and we try to provide them the best experience. To succeed in this role you need to have a strong understanding of AI technologies and interest in data analytics. You will be independently collaborating with the local counterparts to find areas of improvements for the different chat and voice bots implemented in Europe. Often the consumer journey lies across several different systems, hence the candidate should be flexible and open minded towards support on parts of the journey outside of the AI bot piece.
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!
Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.
Join us in our exciting quest to build the future home.
What you’ll do - Operational Responsibilities
· Work closely with Business partners throughout the process deploying, and maintaining the bot conversational experience
· Partner with Business SME’s to understand and assess use cases - including the context, the topics, and the types of questions they expect users to ask the Virtual Assistant
· Work together with the AI & UX Business analyst to implement the intents and entities that define the conversation interaction - along with the associated dialog flow, business rules, context variables, and so forth
· Act as a liaison between the Business and Contact Centre Product Team to ensure that our Virtual Assistant delivers intelligent and intuitive conversations, resulting in a great customer experience
· Leverage technical strengths of bots and adding the “human” element
· Set KPI’s and meet goals that improve AI Chatbot performance month-over-month
· Manage relationship with both internal developers and external vendors and driving the prioritization of AI backlog items based on the business input
· optimization of existing AI consumer facing solutions
· Actively support Consumer Service User Group initiatives and collaborate by proposing and analyzing the consumers insights
Competences and Personal attributes
· 1+ year of experience in one or a combination of the following Artificial Intelligence, Linguistics, Data Science, Business Analytics/Insights, or Digital Products/Program Management; or a BS/BA degree or higher in a quantitative field such as Mathematics, Statistics, or Computer Science
· Experience designing, developing, and deploying conversational virtual assistants
· Basic understanding of an Artificial Intelligence (AI) first approach, Machine Learning (ML), and Natural Language Processing (NLP) to enable conversational design techniques
· Basic understanding of 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, specifically Italian, will be an advantage.
As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.