Job Summary:

Responsible for optimizing Pharmacy and Retail customer operations, automated voice and messaging assistant (chatbot) and ongoing Natural Language Understanding (NLU) training on chat/IVR bots to ensure improved intelligence and a frictionless user experience. Contributes to creating natural language processing systems focusing on conversational technology, dialogue systems and chatbot technology. Develops requirements for process or system solutions within an assigned business domain(s) by interfacing with stakeholders and IT teams (for example, Solutions Delivery, Infrastructure, Enterprise Architecture). Conducts ongoing analysis of chatbot performance to provide process optimization recommendations, strategy development, industry trends, competitive analysis, and company positioning that deliver and exceed our users Key Performance Indicators (KPIs).

Job Responsibilities:Collects, analyzes, makes specific recommendations, and presents information pertaining to proposed programs to meet the business and strategic goals of Pharmacy and Retail Operations and the company.Responsible for developing and documentation of comprehensive business cases, reports and tools to assess the costs, benefits, ROI, and Total Cost of Ownership (TCO) of proposed solutions.Communicates relevant project information and influences stakeholders, both corporately and in the field using visualization techniques (Visio, Excel or PowerBI).Serves as point of contact for various projects (such as Chatbot, Voice recognition phone system, reporting and analytics, etc.) to drive project execution.Collaborates and builds trust with relationships across Pharmacy and Retail Operations, IT, Legal and regulatory, process improvement teams, to develop operational solutions.Coaches, mentors, guides, and provides oversight to less senior Business Analysts.Maintains and ensures knowledge of best practices in designing/developing user centric omnichannel conversational experiences involving chat, text or voice. Responsible for system related configuration (such as Intents, Entities, Events, Context).
“About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.”
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
"An Equal Opportunity Employer, including disability/veterans".