Growth & Retention Intern

Balance; Madrid; Hybride; EUR 13 000 - 19 000; Plein temps

Résumé du poste

Balance is building a new model for obesity care in Spain: medical expertise, technology and real human support in one place. Losing weight is a long, hard journey, and most people who stop don’t stop because the treatment failed. They stop because something in their experience got in the way.

This is retention work, not acquisition. You won’t be buying ads. You’ll map the journey, run feedback loops, collaborate with operations, product and clinical teams to fix the pain points, and craft

Qualifications

• Spanish is your native language and you write it genuinely well.
• You’re AI-native and comfortable using AI tools to improve processes.
• You’re analytical and comfortable with spreadsheets and metrics.
• You’re creative and can craft messages that feel empathetic and human.
• You’re comfortable walking into another team’s area and identifying what’s broken.

Responsabilités

• Map the patient journey from first contact through treatment to identify where people stop.
• Run end-to-end feedback loops (exit surveys, post-consultations, NPS) and distill fixes.
• Collaborate with operations, product, and clinical teams to design and test fixes until solved.
• Build and improve automated patient messages and test their impact on behavior.
• Report honestly on the current patient experience to the whole company.
• Use AI to scale analysis of open-text feedback and surface hidden problems.

Connaissances

Native Spanish

AI-native

Analytical

Creative writing

Cross-functional collaboration

Outils

Spreadsheets

Description du poste

Balance is building a new model for obesity care in Spain: medical expertise, technology and real human support in one place.

Losing weight is a long, hard journey, and most people who stop don’t stop because the treatment failed. They stop because something in their experience got in the way. Your job is to find those moments, and work with whoever owns them until they’re gone.

This is retention work, not acquisition. You won’t be buying ads.

What you’ll own

• Find where we lose people. Map the patient journey from the first moment we have someone’s contact details, all the way through their treatment, and find the points where they quietly decide to stop.
• Run our feedback loops end to end — exit surveys, post-consultation feedback, NPS — and turn raw responses into the three things we should actually fix
• Take each problem to the team that can fix it — operations, product, or the clinical teams — and partner with them to design the fix and run the experiment. You own the problem until it’s solved, not until it’s reported.
• Build and improve the automated messages patients receive — write them, test them, and track whether they actually change behaviour
• Report honestly, to the whole company, on what the patient experience really looks like right now
• Use AI to do all of this at a scale one person couldn’t — categorising open-text feedback at volume, drafting and testing message variants, surfacing the problem nobody has noticed yet

You’ll probably enjoy this if

• Spanish is your native language and you write it genuinely well. Most of what you’ll read and write is in Spanish.
• You’re AI-native. These tools are part of how you work, not something you tried once. You’ve automated something real with them, and you know exactly where they fall short — especially when the writing has to sound human.
• You’re analytical. You like finding the pattern in open-text feedback nobody else has read properly, and you’re comfortable with spreadsheets and metrics.
• You’re creative. You can write a message that makes a stressed person feel looked after rather than processed.
• You’re comfortable walking into another team’s area and saying “I think something here is broken” — and then staying to help fix it
• You have built something nobody asked you to build
• Your English is good enough to work with the team day to day

What you’ll learn

How to run an experiment that changes behaviour, instead of writing a report that changes nothing. How to work across operations, product and clinical teams without authority over any of them.

The setup

• Madrid, hybrid · Full-time, paid internship