Program Overview

Using real-world call transcripts, you will uncover the true motivations behind customer calls, identify areas for improvement, and develop GenAI-driven solutions to enhance the customer experience, reduce operational costs, and improve efficiency.

• Understand Customer Motivations – Analyze real call transcripts to identify the root causes of customer calls and the behaviors that signal frustration or confusion.
• Map Customer Journeys – Trace the customer experience from initial ask to resolution, pinpointing emotional and procedural friction points along the way.
• Propose Strategic Solutions – Recommend GenAI, automation, or self-service tools to reduce friction and improve call center efficiency, ensuring smoother customer journeys.
• Present Your Findings – Synthesize your insights into a polished presentation, showcasing your strategic recommendations to The Home Depot’s leadership team.

What You’ll Deliver

• Motivation Profile detailing common scenarios and friction points
• Customer Journey Map highlighting key pain points and improvement opportunities
• Strategic Solution Deck with recommendations for automation, self-service, and GenAI applications
• Final Presentation Deck outlining your entire analysis and proposed solutions

Skills You’ll Gain

• Customer Behavior Analysis & Journey Mapping
• Strategic Application of GenAI & Automation Tools
• Executive Communication & Consulting-style Presentations
• Problem-Solving & Process Optimization for CX
• Real-World Insights into Call Center Optimization

Why This Externship?

• Real-World Impact: Contribute to optimizing customer support by applying GenAI and automation technologies to reduce friction and improve efficiency.
• Hands-On Experience: Analyze real customer call transcripts, map customer journeys, and design actionable solutions to enhance the customer experience.
• Strategic Learning: Develop skills in customer behavior analysis, journey mapping, and strategic solution design, including the application of GenAI in CX.
• Professional Exposure: Present your insights and recommendations to The Home Depot’s leadership team, gaining experience in executive-level communication.
• Shape the Future of CX: Play a key role in building scalable solutions for one of the largest home improvement retailers, with potential for long-term impact.

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Applications for this experience will ONLY be accepted through this application portal. The Home Depot will not be accepting any applications for this externship.