Summer 2027 Personal Lines Customer Experience Insights Intern

OhioX; Columbus (OH); On-site; USD 32,000 - 69,000; Full time

Benefits offered by this job

Professional development

Mentoring opportunities

Networking events

Job summary

Nationwide’s Personal Lines Customer Experience internship offers hands-on experience transforming customer and agent feedback into actionable insights. You will develop Power BI dashboards, analyze sentiment, and collaborate with CX leaders to improve customer experiences.

You’ll participate in mentorship, professional development, and networking within a Fortune 100 company, gaining exposure to Voice of the Customer programs and journey insights.

Qualifications

• Pursuing a bachelor’s degree in a relevant field.
• Sophomore or junior year preferred.
• Internship experience or relevant work experience preferred.

Responsibilities

• Organize, categorize, and analyze customer and agent feedback from multiple sources.
• Identify themes, pain points, and sentiment trends in verbatims.
• Develop and maintain a reusable repository of feedback.
• Build and enhance Power BI dashboards, reports, and interactive tools.
• Create visualizations to help stakeholders understand trends and insights.
• Support automation of customer experience reporting and data prep processes.
• Conduct competitive research on customer experiences and engagement practices.
• Research Gen Z customer behaviors to inform insurance industry implications.
• Participate in research activities and stakeholder meetings.
• Translate data into actionable insights and recommendations.

Skills

Analytical thinking

Communication

Data visualization

Power BI

Excel

PowerPoint

Collaboration tools

Self-motivation

Education

Bachelor's degree in Business, Marketing, Data Analytics, Supply Chain Management, Customer Experience, Communications, Psychology, Economics or related field

Tools

Power BI

Microsoft Excel

PowerPoint

Job description

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

Job Description Summary

Nationwide is a leader in the insurance and financial services industry in America. We are a Fortune 100 company with a mission to protect people, businesses and futures with extraordinary care.

The Nationwide summer internship program is designed to empower you, allowing you to forge a strong foundation for your career. Over the course of 12 weeks, Nationwide interns take part in key business assignments that make a difference, all while enhancing their leadership competencies.

As a Nationwide intern, you’ll enjoy everything that makes us great. From professional development sessions and networking events to collaborations with company leaders, your internship will take on a meaningful journey through the Nationwide experience. Our award-winning culture will ensure you feel welcomed, challenged and encouraged every step of the way!

Job Description

About Our Team

The Personal Lines Customer Experience (CX) team helps improve experiences for customers and agents by transforming feedback into actionable insights. We analyze customer and agent sentiment, identify opportunities for improvement, and partner with business teams to help shape strategies that enhance engagement, satisfaction, and loyalty.

Success on our team requires curiosity, analytical thinking, strong communication skills, and a passion for understanding customer needs. Interns gain hands‑on experience working with customer feedback, data visualization, journey insights, competitive research, and emerging customer experience trends.

Job Summary

A day in the life of a PL Customer Experience Insights Intern might include:

• 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.

What's In It for You

• Hands‑on experience working with customer and agent experience data.
• Exposure to Voice of the Customer programs, customer journey insights, and experience management practices.
• Opportunities to develop Power BI, reporting, dashboarding, and data visualization skills.
• Experience conducting competitive and consumer behavior research.
• Exposure to leaders across the Personal Lines organization.
• Professional development, networking, and mentoring opportunities within a Fortune 100 organization.
• The opportunity to influence how customer and agent feedback informs business decisions.

About You

A successful PL Customer Experience Insights Intern at Nationwide has:

Education

• 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.

Skills/Competencies

• Strong analytical and problem‑solving skills.
• Curiosity about customer behavior and what drives customer and agent experiences.
• Effective written, verbal, and presentation communication skills.
• Ability to synthesize data and feedback into clear insights and recommendations.
• Interest in customer experience, journey mapping, research, business strategy, or operational improvement.
• Proficiency with Microsoft Excel, PowerPoint, and collaboration tools.
• Experience with Power BI, data visualization, or dashboard development preferred.
• Strong organizational skills and attention to detail.
• Ability to collaborate, build relationships, and actively engage with teammates and business leaders.
• Self‑starter with a growth mindset and willingness to learn.

Preferred Qualifications

• Experience with Power BI, Power Automate, or similar analytics and visualization tools.
• Coursework or project experience involving customer research, analytics, survey analysis, marketing insights, or business intelligence.
• Interest in customer experience, human‑centered design, consumer behavior, or Voice of the Customer programs.

Nationwide does not participate in the STEM OPT Extension program. At its sole discretion, Nationwide determines whether to offer sponsorship for qualifying positions based on business need and budget. However, sponsorship is not usually available for entry‑level roles.

Salary

Nationwide pays on a geographic‑specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. The national hourly pay range for Nationwide Internships is: $23 - $50