Platform & Customer Experience Strategy Intern

West Monroe; Dallas (TX); Hybrid; USD 45,000 - 65,000; Part time

Job summary

West Monroe is seeking Consulting Interns to join our Platforms & Customer Strategy team within our Technology & Experience (TechEx) Practice. You will work with clients to improve customer and employee experiences through strategy, process design, and technology enablement across marketing, sales, and service, leveraging platforms like Salesforce, ServiceNow, NetSuite, and more.

You will gain hands-on experience in customer strategy, data analysis, and technology configuration, translating

Qualifications

• Bachelor’s degree in progress with an expected graduation date between December 2027 and August 2028.
• Minimum cumulative GPA of 3.0
• Legally authorized to work in the United States without limitation or sponsorship now or in the future (e.g., OPT, H-1B visa, TN, etc.)
• Reside within 50 miles of your assigned office prior to your start date; our culture emphasizes team collaboration within a hybrid work model
• Ability and willingness to travel Monday – Thursday (up to 50%); travel expenses covered by West Monroe
• Experience integrating AI tools (e.g., ChatGPT) into day‑to‑day workflows to enhance productivity and insight generation, coupled with strong critical thinking to assess accuracy, mitigate bias, and ensure high‑quality outputs

Responsibilities

• Develop and deliver business and technology solutions that improve customer experience and performance across marketing, sales, commerce, and customer service functions.
• Conduct customer, market, operational, and data analysis to identify trends, pain points, opportunities, and insights that support strategic recommendations.
• Engage with client stakeholders across business and technology teams to understand customer and employee needs, gather requirements, and define desired business outcomes.
• Support the development of customer strategies, experience roadmaps, operating models, capability assessments, and technology‑enabled transformation plans.
• Participate in client workshops to assess current‑state experiences and operations, design future‑state processes and customer journeys, and define KPIs, capabilities, and guiding principles.
• Analyze and redesign business processes, workflows, roles, and supporting technologies to improve customer experience, employee effectiveness, operational efficiency, and business performance.
• Translate business and customer needs into clear business requirements, user stories, functional requirements, process flows, and current‑and future‑state solution designs.
• Evaluate how customer platforms and emerging technologies can enable business capabilities, including identifying opportunities to improve platform utilization, integration, automation, and user experience.
• Perform configuration and development activities on platforms such as Salesforce, ServiceNow, NiCE, Genesys, and NetSuite, while supporting the creation of functional, technical, and solution design documentation.
• Support platform implementation activities including solution design, data and integration requirements, testing, defect resolution, deployment readiness, and change adoption.
• Write and execute unit, system, and user acceptance test scripts, and support the development and delivery of end‑user training, communications, and adoption materials.
• Develop analyses and business cases to evaluate transformation opportunities, technology investments, expected benefits, costs, and business outcomes.
• Connect customer strategy and business requirements to platform capabilities, helping clients understand how technology, data, AI, and operating model changes work together to deliver measurable outcomes.
• Leverage AI tools to accelerate analysis, synthesize complex information, and support data‑driven recommendations for clients, exercising sound judgment in evaluating outputs
• Apply AI technologies (e.g., generative AI, automation tools, data models) to enhance insights, improve delivery efficiency, and elevate the quality of client outcomes

Skills

Analytical thinking

Communication skills

Team collaboration

Organizational skills

Leadership

AI curiosity

Education

Bachelor’s degree in progress

Tools

Salesforce

ServiceNow

NetSuite

Genesys

NiCE

Job description

West Monroe is seeking Consulting Interns to join our Platforms & Customer Strategy team within our Technology & Experience (TechEx) Practice. You will work with clients to improve customer and employee experiences through strategy, process design, and technology enablement across marketing, sales, and service, leveraging platforms like Salesforce, ServiceNow, NetSuite, and more.

You will gain hands-on experience in customer strategy, data analysis, and technology configuration, translating