Customer Experience AI Associate
As a Customer Experience AI Associate, you will shape and optimise chatbot and AI-powered customer experiences. You will use conversation design, analytics, and generative AI to improve self-service outcomes, customer satisfaction, and operational efficiency. Working across Customer Experience, Product, Engineering, and Analytics teams, you will drive continuous improvements that deliver measurable impact for both customers and the business.
- Own the end-to-end chatbot and AI Agent experience, designing new conversation flows and optimising existing journeys to improve resolution rates, customer outcomes, and customer satisfaction.
- Analyze conversation data, customer behaviour, and performance metrics to identify trends, uncover opportunities, and drive continuous improvements.
- Design, test, and deploy conversational logic, prompts, and generative AI experiences that improve self-service outcomes and response quality.
- Implement conversation guardrails, escalation paths, and API integrations that enable reliable, personalised, and effective customer experiences.
- Partner with Customer Experience, Product, Engineering, and Analytics teams to launch, measure, and continuously optimise conversational experiences.
- Bachelor's degree in Business, Analytics, or a related field. (required)
- At least 3 years of experience managing chatbot, conversational AI, AI-powered products, or digital self-service experiences. (required)
- Experience analysing customer interaction data and performance metrics to identify insights and drive measurable improvements. (required)
- Familiarity with generative AI technologies, prompt engineering, conversational design, and automation best practices. (required)
- Strong analytical, problem-solving, and communication skills, with the ability to collaborate effectively across teams. (required)
- A customer-first mindset, strong attention to detail, and a passion for improving experiences through innovation and continuous learning. (required)
- Comprehensive health benefits including medical, dental, and vision plans.
- Wellbeing program including free therapy sessions, employee assistance programmes, and access to the Calm App.
- 14 weeks of 100% paid parental leave and workplace lactation support.
- Partnership with Care.com for backup childcare.
- Family planning support for adoption, surrogacy, and fertility treatments.
- Flexible PTO for US employees.
- Pet insurance.
- Gym membership reimbursement.
- Financial planning support including 401(k) matching.
- Commuter benefits.
- Tuition reimbursement programme.
DraftKings Inc. is a leading American digital sports entertainment and gaming company, headquartered in Boston, Massachusetts. Founded in 2012, it started in daily fantasy sports and has grown into one of the largest US online sportsbook and iGaming operators. The company offers mobile sports betting, online casino and daily fantasy contests across regulated North American markets. DraftKings is listed on the Nasdaq stock exchange and employs several thousand people.
