Customer Experience AI Associate

About the Role

DraftKings is placing AI at the center of how it works today and how it plans to grow tomorrow. The company uses emerging technology to improve customer experiences, make operations more efficient, and open up new ways of working. If you enjoy building with AI and want to help shape practical innovation, this role offers the chance to contribute directly to that effort.

As a Customer Experience AI Associate, you will help build and refine chatbot and AI-driven customer journeys. Your work will combine conversation design, analytics, and generative AI to strengthen self-service, improve customer satisfaction, and support operational efficiency. You will collaborate closely with Customer Experience, Product, Engineering, and Analytics teams to keep improving experiences in ways that can be measured and scaled.

What You’ll Do

• Take ownership of the full chatbot and AI agent journey, from creating new conversation paths to improving existing flows so customers get faster resolutions and better outcomes.
• Review conversation datasets, customer actions, and performance indicators to spot patterns, surface opportunities, and guide ongoing optimization.
• Build, test, and launch conversational rules, prompts, and generative AI experiences that raise the quality of self-service and responses.
• Put in place safeguards, escalation routes, and API connections that make customer interactions more dependable, personalized, and effective.
• Work across Customer Experience, Product, Engineering, and Analytics to release, measure, and continuously enhance conversational solutions.

What You’ll Bring

• A bachelor’s degree in Business, Analytics, or a closely related discipline.
• At least 3 years of experience working with chatbots, conversational AI, AI-enabled products, or digital self-service tools.
• Hands-on experience reviewing customer interaction data and performance metrics to uncover insights and support measurable improvement.
• Working knowledge of generative AI, prompt design, conversational UX, and automation best practices.
• Strong analytical thinking, problem-solving ability, and communication skills, plus the ability to partner well across teams.
• A customer-focused mindset, strong attention to detail, and enthusiasm for improving experiences through experimentation and learning.

Additional Information

DraftKings is a publicly traded technology company headquartered in Boston. Because the company operates in a regulated gaming environment, you may need to obtain a gaming license from the relevant state authority as a condition of employment, if this applies to your role. The company will support you through that process when required.

The position includes a U.S. base salary range of USD 65,300 to USD 81,600 for full-time employment, with bonus, equity, and benefits available where applicable. Compensation is set based on role level, location, and other relevant factors such as job-related skills, experience, and education or training. The salary shown reflects the range for new hire pay across U.S. locations; your recruiter can explain how the range applies during the hiring process.

Massachusetts law prohibits requiring or administering a lie detector test as a condition of employment or continued employment. Violations may lead to criminal penalties and civil liability.