Personal Lines CX Insights Intern

Nationwide Insurance and Financial Services; Columbus (OH); On-site; USD 32,000 - 69,000; Full time

Benefits offered by this job

Professional development

Networking events

Mentoring opportunities

Job summary

Nationwide is a Fortune 100 company focused on protecting people, businesses and futures with extraordinary care. The Personal Lines Customer Experience team provides insights from customer feedback to shape strategies and improve engagement.

The Nationwide summer internship program is a 12-week, hands-on experience designed to build a strong career foundation, with professional development, networking, and mentorship across the organization.

Qualifications

• Pursuing a bachelor's degree in Business, Marketing, Data Analytics, Supply Chain Management, Customer Experience, Communications, Psychology, Economics, or a related field.
• Completion of sophomore or junior year preferred.
• Involvement in student organizations, leadership activities, internships, or relevant work experience preferred.

Responsibilities

• Organizing, categorizing, and analyzing customer and agent feedback from multiple sources.
• Identifying themes, pain points, customer needs, and sentiment trends within customer and agent verbatims.
• Helping develop and maintain a reusable repository of customer and agent feedback.
• Building and enhancing Power BI dashboards, reports, and interactive tools that make customer experience insights more accessible.
• Creating visualizations that help stakeholders understand trends, compare segments, identify opportunities, and connect insights to customer feedback.
• Supporting the automation of customer experience reporting and data preparation processes.
• Conducting competitive research on customer experiences, digital capabilities, service models, and engagement practices.
• Researching Gen Z customer behaviors, expectations, and technology preferences to identify implications for the insurance industry.
• Participating in customer research activities, team working sessions, and stakeholder meetings.
• Collaborating with CX leaders and business partners to translate data and feedback into actionable insights and recommendations.
• Completing special projects that support customer experience and business improvement initiatives.

Skills

Analytical skills

Problem solving

Communication skills

Data interpretation

Data visualization

Team collaboration

Education

Bachelor's degree pursuit in Business/Marketing/Data Analytics

Sophomore or junior year preferred

Tools

Power BI

Microsoft Excel

Power Automate

PowerPoint

Job description

Nationwide is a Fortune 100 company focused on protecting people, businesses and futures with extraordinary care. The Personal Lines Customer Experience team provides insights from customer feedback to shape strategies and improve engagement.

The Nationwide summer internship program is a 12-week, hands-on experience designed to build a strong career foundation, with professional development, networking, and mentorship across the organization.