Customer Experience AI Associate

• Own the end-to-end chatbot and AI Agent experience designing new conversation flows and optimizing existing journeys to improve resolution rates customer outcomes and customer satisfaction.
• Analyze conversation data customer behavior 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 personalized and effective customer experiences.
• Partner with Customer Experience Product Engineering and Analytics teams to launch measure and continuously optimize conversational experiences.

• Bachelor's degree in Business Analytics or a related field.
• At least 3 years of experience managing chatbot conversational AI AI-powered products or digital self-service experiences.
• Experience analyzing customer interaction data and performance metrics to identify insights and drive measurable improvements.
• Familiarity with generative AI technologies prompt engineering conversational design and automation best practices.
• Strong analytical problem-solving and communication skills with the ability to collaborate effectively across teams.
• A customer-first mindset strong attention to detail and a passion for improving experiences through innovation and continuous learning.

What We Do

It's simple at DraftKings we believe life is more fun when you're in on the action. For that reason we’re committed to responsibly creating the world’s favorite games and betting experiences. We’re developing the most innovative and entertaining real money products and offers; to forever transform how people experience sports; to be a fully vertically integrated sports betting operator. It's our ultimate goal to build the best most trusted and most customer-centric destination for our players. We’re defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets developing cutting-edge products and shaping the future of responsible gaming.

Why Work With Us

Here “impossible” isn’t part of our vocabulary. You’ll face some of the toughest but most rewarding challenges of your career. They’re worth it. Channeling your inner grit will accelerate your growth help us win as a team and create unforgettable moments for our customers. Ready to own what’s next?

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