Customer Care AI Business Analyst

About the role

Coach is a global fashion house founded in New York in 1941. We are part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible. As a member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.

Responsibilities

• 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, such as 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.

Business Analysis & Process Optimization

• Document current state customer care workflows and identify opportunities for AI to 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.

AI Performance Monitoring & Optimization

• Maintain AI performance metrics, including containment rate, escalation rate, average handle time impact, response accuracy, customer satisfaction influence, and operational efficiency measures.
• Monitor 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.

Testing & Quality Assurance

• 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.
• Aid in AI governance, documentation, and risk management activities to ensure solutions align with enterprise standards and responsible AI practices.

Cross Functional Collaboration & Vendor Management

• 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.

Our Competencies for All Employees

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future-oriented; can articulate credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Benefits

Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. For a complete list of U.S. Corporate Compensation & Benefits, please click here.