CX Transformation Intern: Data, AI & Change

Nationallifeinsurancecompany; Addison (TX); On-site; USD 26,000 - 39,000; Full time

Benefits offered by this job

Mentorship

Networking opportunities

Cross-Departmental project

Job summary

National Life Group (Addison, TX) offers a Customer Experience & Transformation Intern role as part of its 10-week internship program. You will rotate through the Customer Experience Center, analyze interactions and operations, and assist AI-enabled initiatives while gaining hands-on business experience.

You will collaborate with leaders, develop insights, and present actionable recommendations, aiming to improve customer and agent experiences and learn the insurance business in depth.

Qualifications

• A rising college junior or senior pursuing a bachelor's degree and looking for meaningful, hands-on business experience.
• Curiosity about customer experience, operations, technology, AI, analytics, or how businesses improve the way they work.
• Strong analytical and problem-solving skills, with the ability to make sense of information and explain what it means.
• Strong communication skills and comfort sharing ideas with people at different levels of an organization.
• Experience working with data, spreadsheets, presentations, or other analytical tools is a plus; academic experience absolutely counts.
• A willingness to learn the insurance business and tackle unfamiliar questions with energy, persistence, and good judgment.

Responsibilities

• Rotate across Customer Experience Center functions to learn how calls, escalations, workforce planning, learning, knowledge, quality, and improvement work fit together.
• Analyze customer and agent interactions, operational data, and performance measures to identify patterns, friction points, and opportunities to improve the experience.
• Support AI and digital transformation initiatives by helping measure adoption, engagement, quality, and business impact.
• Help turn data into insight - creating simple analyses, dashboards, presentations, and recommendations that leaders can use to make decisions.
• Participate in improvement projects that make service faster, easier, more consistent, and more valuable for customers and agents.
• Partner with associates and leaders across functions, ask good questions, test ideas, and help move promising concepts from “what if?” to “let’s try it.”
• Present what you learn and recommend practical next steps in written, verbal, and presentation formats.

Skills

Analytical thinking

Communication skills

Curiosity about customer experience

Education

Bachelor's degree in progress

Job description

National Life Group (Addison, TX) offers a Customer Experience & Transformation Intern role as part of its 10-week internship program. You will rotate through the Customer Experience Center, analyze interactions and operations, and assist AI-enabled initiatives while gaining hands-on business experience.

You will collaborate with leaders, develop insights, and present actionable recommendations, aiming to improve customer and agent experiences and learn the insurance business in depth.