Customer Care AI Business Analyst

AI Solution Implementation & Support

• Support end to end implementation of Customer Care AI solutions, including requirements gathering, configuration, testing, deployment, and post launch monitoring.
• Assist in the design and execution of AI powered customer service capabilities, including Agent Assist, Copilot, Autopilot, conversational AI, and knowledge driven experiences.
• Partner with business and technology stakeholders to ensure solutions align with operational objectives and customer experience goals.
• Participate in release planning, production readiness reviews, and post implementation assessments to ensure successful adoption and performance.

• Document current state customer care workflows and identify opportunities where AI capabilities can improve efficiency, containment, accuracy, and agent effectiveness.
• Analyze business requirements and translate them into structured workflows, prompts, decision trees, and conversational logic.
• Evaluate customer and agent experiences to identify automation opportunities and recommend process improvements.
• Develop and maintain process documentation, business requirements, testing documentation, and operational procedures.

• Monitor AI performance metrics, including containment rate, escalation rate, average handle time impact, response accuracy, customer satisfaction influence, and operational efficiency measures.
• Analyze customer interaction transcripts, AI generated responses, and conversation flows to identify trends, failure points, and improvement opportunities.
• Recommend and support implementation of enhancements based on operational data, customer feedback, and business outcomes.
• Research emerging AI technologies, industry trends, and best practices and translate findings into actionable recommendations.

• Conduct hands on testing of new AI capabilities, enhancements, and releases.
• Develop test cases and validation scenarios to ensure AI outputs meet business requirements and customer experience standards.
• Identify defects, performance gaps, and process issues, and partner with appropriate teams to drive resolution.
• Support user acceptance testing and production validation activities.
• Assist with AI governance, documentation, and risk management activities to ensure solutions align with enterprise standards and responsible AI practices.

• Partner with Operations, Product, Technology, Training, and Analytics teams to support AI initiatives and continuous improvement efforts.
• Participate in vendor meetings, technical reviews, issue resolution discussions, and performance evaluations.
• Present findings, recommendations, and performance insights to business stakeholders and leadership teams.
• Assist with prioritization and implementation of enhancements that support business objectives and operational goals.
• Serve as a subject matter resource for AI related customer care initiatives and support organizational adoption efforts.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at or e

$75,000.00-$85,000.00

Medical insurance, Dental insurance, Vision insurance, 401(k), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please  for a complete list of U.S Corporate Compensation & Benefits.