Customer Experience Intern

About the role

As a Customer Experience Intern, you will be responsible for understanding and elevating customer pain-points across the customer journey and acting on those that have the highest impact on the experience. You will act as a connector between the organization’s strategy and customer expectations to help the business make bold decisions to foster an effortless customer experience. For the top customer experience pain points, you will have the opportunity to alleviate them through project managing process or tool enhancements. Along the way, you will elevate those around you to think Customer First through the creation and delivery of enablement material. This internship is perfect for anyone who is results-oriented and enjoys working with cross-functional teams to drive an exceptional customer experience.

Responsibilities

• Project manage the creation and implementation of process/tool enhancements for top customer experience gaps.
• Collaborate with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions to improve client satisfaction and loyalty.
• Facilitate and conduct Root Cause Analysis to determine and understand the underlying drivers behind process performance gaps and customer issues.
• Implement corrective actions in a timely and effective manner to remedy poor customer experiences.
• Implement the customer-facing survey strategy to ensure consistent understanding of customer expectations.
• Create and deliver customer experience enablement training to reinforce the Customer First attitude amongst the organization.

Who you are

This role is perfect for you if:

• You place a high value on proactive and reactive customer-facing activity.
• You have a strong customer service attitude, work ethic, and drive to succeed.
• You demonstrate strong initiative and problem-solving skills.
• You are passionate about establishing and building relationships through exceptional communication and customer advocacy.
• You are energetic, enthusiastic, and maintain a positive outlook.
• You gain the respect of others, have an entrepreneurial spirit, and are seen as a leader.
• You listen attentively and are able to grasp fast-paced technical conversations.
• You navigate ambiguity and balance multiple stakeholder perspectives.

Requirements

• Currently working toward a bachelor’s degree or higher from an accredited college; preferably in Communications, Customer Experience, Business, or a related field.
• Strong customer service skills with the ability to directly communicate with customers in a customer-centric manner.
• Experience in understanding and analyzing large datasets.
• Thorough analytical skills (qualitative and quantitative); ability to present analysis including trends and opportunities to the business in writing and verbally.
• Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Ability to work on-site in Austin, Texas.
• Authorized to work in the United States without sponsorship.

Preferred qualifications

• Exposure to Voice of Customer (VOC) strategy, customer journey mapping, or customer success strategies.
• Experience in customer- or client-facing roles.
• Project-managed large projects with set deadlines and diverse team members.

Benefits

• Flexible, competitive compensation.
• Corporate housing accommodation and relocation assistance.
• Employee resource groups and recognition programs.
• Flexible time-off plans, including vacation and holiday leave.