Senior Analyst, Conversational AI

Chipotle Mexican Grill

Columbus, OH, USA Remote

Full-time

US$71-97k (annually)

Conversation Design

Jan 19

Description

CULTIVATE A BETTER WORLD

Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

 

THE OPPORTUNITY

As the Senior Analyst, Guest and Employee Experience (G&EE) Conversational AI, you have an opportunity to join a dynamic, high-performing team in a fast-paced, guest and employee focused organization. In this role, you will build and optimize Chipotle's Pepper Chat Bot. This role will tune conversations based on customer intent and data analytics to provide a seamless customer experience. A relentless focus on both customers’ and employees’ needs is a must. 

 

Partner with Product Management, Enterprise Analytics, Technology, Guest & Employee Experience Teams to analyze data, identify gaps in conversational design and provide recommendations for a seamless end-to-end chat bot experience. Collects and analyzes data and feedback from internal stakeholders to enhance chat bot functionality, drive continuous improvement, and control costs.

 

WHAT YOU’LL DO

  • Leverage, analyze and quantify end-to-end BOT and IVA performance for the Guest and Employee Experience functions to help create strategies to improve BOT and IVA performance, improve customer Satisfaction, increase BOT throughput and control/minimize AI cost-per-contact
  • Build and optimize chat bot and IVA content and user flows to provide a seamless customer experience throughout their interactions with Pepper and IVA functions.
  • Influence and pilot technology integrations for Guest & Employee Experience teams to ensure effective adoption from pilot through full launch and ongoing maintenance.
  • Research and analyze chat bot interactions, intents and the associated customer journeys to identify, augment and implement appropriate solution(s) by Identifying BOT and IVA performance gaps and refining the intent(s).
  • Update and maintain documentation for customer user flows. Help maintain the intent model for natural language understanding of end user statements.
  • Evaluate current content and develop innovative approaches for improvements.
  • Drive cross-functional collaboration to gather and validate information from SMEs (Subject Matter Experts) to develop, organize, and write procedure manuals and process documentation.
  • Review and update user-generated content to align with the moderation policy for each platform
  • Understand, identify, and monitor key bot metrics to understand bot performance and the effect of changes to bot logic. Annotate conversations to provide data on automation potential, user intent, and other characteristics
  • Collaborate with product management, conversational designers, bot developers, and bot analysts to execute on bot implementation and continuous improvement.
  • Attend and provide insights for BOT tuning and IVA review meetings with stakeholders that includes Transcript reviews, unmatched intents review and monitoring pre vs. post launch data to ensure chat bot is fully optimized. Provide reports with KPIs, observations and recommendations.
  • Cascade reporting to analyze, interpret, and identify trends, projections, and forecasts from the data.

 

 

WHAT YOU’LL BRING TO THE TABLE

Required

  • Possess a B.A./B.S., or an equivalent in education and 3 years of experience  
  • 3-5+ years of Chat Bot/Conversational AI experience and/or training in a related field: Artificial Intelligence, Data Science, Computer Science, English, Communications 
  • In depth knowledge and experience analyzing chat bot user experience metrics to determine performance and identify areas for improvement, as well as presenting those findings to stakeholders
  • Exceptional written and verbal communication and storytelling skills with an understanding of Natural Language Processing (NLP)
  • Deeply analytical and comfortable with using data to inform strategy
  • Possess strong analytical skills with the ability to analyze raw data, draw conclusions and develop actionable recommendations
  • Have excellent interpersonal and written/verbal communication skills
  • Be highly motivated and flexible
  • Effectively handle multiple projects simultaneously and pay close attention to detail
  • Manage financial information in a confidential and professional manner
  • Proven track-record of excellence and consistently delivered past project successfully
  • Customer advocate and passionate about creating the best user experience
  • Ability to work in a collaborative, dynamic team environment and able to multi-task with changing priorities in a cross-functional environment
  • Have excellent interpersonal and written/verbal communication skills

Preferred

  • Familiarity with LivePerson software or related chat bot applications
  • Contact center and/or customer service experience a plus
  • Experience in strategy, conversation design, or A/B testing a plus
  • Knowledge of Agile development process and experience working in sprints 
  • Prior experience translating the art-of-the-possible into action (i.e.- asking “What if we did X…. by using Y…. to achieve Z” 

 

WHO WE ARE

Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has over 3,000 restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants. Chipotle is ranked on the Fortune 500 and is recognized on the 2022 list for Fortune's Most Admired Companies. With over 100,000 employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit www.chipotle.com

 

 

PAY TRANSPARENCY

A reasonable estimate of the current base salary range for this position is $71,000 to $97,000. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit https://jobs.chipotle.com/benefits

 

Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply.

 

Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ADAaccommodations@chipotle.com if you need assistance or an accommodation due to a disability.


Primary Location: Ohio - Columbus - 8890 - 500 Neil Ave-(08890)

Work Location:

8890 - 500 Neil Ave-(08890)

500 Neil Ave

Columbus 43215

Job Public Relations & Advertising Job Posting Jan. 13, 2023 Job Number 23000203

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Chipotle Mexican Grill

Real Food. Real People. Real Opportunities.

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