Customer Experience and Transformation Intern – Summer 2027

Position Summary

National Life Group’s Internship Program provides real workplace learning and growth opportunities for undergraduate students. This 10‑week paid internship runs from June 1 to August 6 and is onsite, with an expectation to be in the office four days per week (Monday‑Thursday). The program is designed to give interns hands‑on exposure to customer experience, operational strategy, data, AI‑enabled technology, and change while contributing to work that matters to customers, agents, and associates. Note: visa sponsorship is not offered for this position.

Responsibilities

• Work alongside leaders and associates across the Customer Experience Center to understand current service delivery and identify improvement opportunities.
• Rotate through functions such as calls, escalations, workforce planning, learning, knowledge, quality, and improvement to see how they interconnect.
• Analyze customer and agent interactions, operational data, and performance measures to spot patterns, friction points, and opportunities.
• Support AI and digital transformation initiatives by measuring adoption, engagement, quality, and business impact.
• Create simple analyses, dashboards, presentations, and recommendations that leaders can use for decision‑making.
• Participate in improvement projects aimed at making service faster, easier, more consistent, and more valuable.
• Partner with associates and leaders across functions, ask insightful questions, test ideas, and help move concepts from “what if?” to “let’s try it.”
• Present findings and practical next steps in written, verbal, and presentation formats.

Qualifications

• A rising college junior or senior pursuing a bachelor’s degree.
• Curiosity about customer experience, operations, technology, AI, analytics, or business improvement.
• Strong analytical and problem‑solving skills with the ability to interpret information and explain its meaning.
• Excellent communication skills and comfort sharing ideas with people at various organizational levels.
• Experience with data, spreadsheets, presentations, or other analytical tools (academic experience counts).
• Willingness to learn the insurance business and tackle unfamiliar questions with energy, persistence, and good judgment.

AI Proficiency Expectations

• Leverage approved AI tools, where appropriate, to improve efficiency, quality, and impact of work.
• Stay curious and open to new AI‑enabled ways of working.
• Exercise sound judgment by reviewing and validating AI‑generated content.
• Maintain accountability for accuracy, quality, fairness, and integrity of work products, adhering to National Life’s AI guiding principles.
• Use AI responsibly in accordance with company policies on confidentiality, data privacy, security, compliance, retention, and intellectual property.

Core Competencies

• Service Focus – client‑centric mindset, building trust and effective relationships.
• Decision Making – evaluate complex information and create solutions.
• Results Oriented – set and pursue performance and personal goals.
• Plans and Aligns – prioritize work to meet commitments and align resources.
• Learning Agility – continuously enhance skills, seek feedback, and adapt.
• Establishes Relationships – build partnerships to achieve shared objectives.
• Communicates Effectively – listen actively, tailor messages, stay open to ideas.
• Fosters Diversity – value diverse perspectives and promote equity and inclusion.

How You Show Up

• Curious – ask “why?” and explore ways to improve.
• Collaborative – enjoy working with people from varied backgrounds and functions.
• Energetic – bring enthusiasm and excitement to change‑driven work.
• Reliable – follow through, communicate early, and take pride in quality.
• Courageous – offer ideas, respectfully challenge assumptions, and learn from outcomes.
• Customer‑minded – strive to make experiences easier, clearer, more human, and more valuable.

Program Highlights

• 10‑week paid internship (June 1 – August 6) with formal orientation and onboarding.
• Networking opportunities with peers and leaders throughout the summer.
• Cross‑departmental group project focused on an enterprise‑wide solution, presented at a company‑wide event.
• Presentation‑skills coaching sessions.
• Learning opportunities throughout the program.
• Access to mentors (former program participants).

Pay

Hourly Pay Range: $19 – $28 USD.

Benefits

The total compensation package may include a full range of medical, financial, and other benefits, such as 401(k) eligibility, paid time off (vacation, sick time, parental leave), and eligibility for National Life’s discretionary annual incentive programs, subject to program rules.