URBN Digital ChatBot Analyst

URBN is seeking a Digital ChatBot Analyst who will support the URBN Customer Service technology team working on bots, bot-related reporting, and the larger Salesforce service platform. Candidates must have a strong sense of ownership and be self-motivated, customer focused and technically oriented. 

• Participate in the migration of URBN’s NLP-based bot to an LLM-based bot. 
• Create and maintain bot documentation, including dialog flows, training, and integrations. 
• Analyze, create, and maintain reporting to determine the bot’s effectiveness and recommend improvements. 
• Implement & test changes to the bots, from minor copy changes to logic changes that direct the customer to a specific conversation path. 
• Work with stakeholders to critically assess their bot needs and develop a rollout roadmap based on those needs. 
• Effectively collaborate with Call Center Management, Brand teams, and URBN Customer Service tech team. 
• Collaborate in a professional manner and be responsible for multiple projects and tasks demonstrating high levels of leadership and accountability. 

• 2 years stakeholder management experience
• Familiarity with NLP and LLM-based bots preferred
• Salesforce experience is a plus
• Excellent communication skills both written and verbal
• Ability to think and communicate critically to support and facilitate strategic analytical initiatives
• Ability to communicate with members of an external team
• Ability to manage schedules and priorities proactively
• Ability to work independently
• AI Specialist Certification preferred
• Experience with using JIRA, Slack, and other productivity apps to track, monitor and triage projects and stakeholder needs.
• Experience with wireframing & conversational design principles
• Ability to explain technical concepts to non-technical users in easy to digest documentation
• Familiarity with standard customer support metrics and reporting preferred
• Familiarity with agile project methodology & sprint planning 

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URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits.

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.