Platforms & Customer Strategy Intern: Elevate Customer Experience

West Monroe

Chicago (IL)

Hybrid

USD 45,000 - 65,000

Full time

11 days ago

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Job summary

West Monroe is seeking Consulting Interns to join our Platforms & Customer Strategy team within the Technology & Experience Practice in Chicago. You will work with clients across industries to improve customer and employee experiences through strategy, business process, and technology enablement, leveraging Salesforce, ServiceNow, NetSuite, and other CX platforms.

You’ll gain hands-on experience across customer strategy, business processes, data analysis, and platform 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 sponsorship now or in the future
Reside within 50 miles of your assigned office; hybrid work model
Ability and willingness to travel Monday–Thursday (up to 50%); travel expenses covered
Experience integrating AI tools (e.g., ChatGPT) into day-to-day workflows to enhance productivity and insights

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