Tapestry Customer Care AI Business Analyst

About Tapestry

Tapestry is a New York–based house of modern luxury, uniting the distinctive worlds of Coach, Kate Spade, and Stuart Weitzman. As an employer, the group offers the scale and sophistication of a global fashion leader while preserving the creative spirit and heritage of its iconic brands. Tapestry cultivates an inclusive, purpose-driven culture where design, craftsmanship, digital innovation, and commercial excellence intersect. Its teams are encouraged to think boldly, grow continuously, and contribute to a more responsible future for fashion, making Tapestry a compelling environment for talent seeking impact, creativity, and international opportunity.

Role & 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 including Agent Assist, Copilot, Autopilot, conversational AI, and knowledge-driven experiences
• 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
• Monitor AI performance metrics including containment rate, escalation rate, average handle time impact, response accuracy, and customer satisfaction influence
• Analyze customer interaction transcripts, AI-generated responses, and conversation flows to identify trends, failure points, and improvement opportunities
• Conduct hands-on testing of new AI capabilities, enhancements, and releases, developing test cases and validation scenarios
• Identify defects, performance gaps, and process issues, partnering with appropriate teams to drive resolution
• 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
• Present findings, recommendations, and performance insights to business stakeholders and leadership teams
• Assist with AI governance, documentation, and risk management activities to ensure solutions align with enterprise standards and responsible AI practices

Qualifications

• Demonstrated experience with AI implementation, business process optimization, or customer service technology solutions
• Strong analytical and problem-solving capabilities with ability to translate business requirements into technical specifications
• Proficiency in documenting workflows, business requirements, test plans, and operational procedures
• Experience with testing methodologies, quality assurance, and user acceptance testing
• Understanding of customer experience metrics, contact center operations, and customer service best practices
• Ability to work effectively cross-functionally with technology, operations, product, and analytics teams
• Strong communication and presentation skills with ability to articulate complex concepts to diverse stakeholders

Skills

Experience

Demonstrated experience with AI solution implementation, business process analysis, customer service operations, or related fields. Experience with enterprise technology implementations, customer care platforms, or contact center operations is preferred. Background in business analysis, quality assurance testing, or customer experience optimization is valuable.

Education

Bachelor's degree in Business Administration, Information Technology, Computer Science, or related discipline; or equivalent professional experience demonstrating analytical capabilities and technical competency.

Workplace

Compensation

The base compensation for this position ranges from USD 75,000 to USD 85,000 per annum.

Benefits

Medical insurance, dental insurance, vision insurance, 401(k), paid paternity and maternity leave, commuter benefits, disability insurance, and tuition assistance.

Culture

Tapestry fosters a collaborative, inclusive workplace where creativity, craftsmanship, and consumer insight come together across its portfolio of iconic fashion and lifestyle brands. As an employer, it encourages entrepreneurial thinking, global perspective, and continuous growth, empowering teams to shape meaningful brand experiences while contributing to a culture of innovation and belonging.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.