Summer Intern: Member Experience Insights Analyst

Independence Blue Cross, LLC; Philadelphia (Philadelphia County); On-site; USD 25,000 - 30,000; Full time

Job summary

Independence Blue Cross in Philadelphia seeks a Summer Intern to join the Member Experience Insights team. This role supports transforming member feedback, digital experience data, and operational insights into actionable recommendations that improve the health plan member experience.

You'll work with analysts on Medallia text analytics, survey data, and dashboards, learning SQL and Python/R skills while collaborating with cross‑functional partners to identify trends and opportunities to

Qualifications

• Experience with CX and customer insights concepts.
• Experience with SQL and analytics tools.
• Pursuing relevant degree with solid academic performance.

Responsibilities

• Assist with transforming member feedback into actionable insights.
• Support reporting, surveys, and analytics processes.
• Collaborate with cross-functional teams on improvement opportunities.

Skills

CX

Customer Insights

Business Analytics

SQL

Python/R

Education

Pursuing degree in Business Analytics / Data Analytics

3.0+ GPA

Tools

Medallia

Job description

Summer Intern: Member Experience Insights Analyst

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Blue Cross — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.

At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!

About The Department:

The Member Experience Measurement & Design team is responsible for understanding, measuring, and improving the experiences members have across digital, service, and operational touchpoints. The team serves as the voice of the member by combining customer feedback, behavioral analytics, journey insights, and business data to identify opportunities that improve satisfaction, trust, ease of use, and overall member outcomes. The team's primary responsibilities include: Collecting and analyzing member feedback through Voice of Customer programs, surveys, and experience measurement platforms. Monitoring key experience metrics such as NPS, CSAT, digital satisfaction, member effort, and adoption of self-service tools. Identifying member pain points and opportunities through analytics, research, journey mapping, and digital behavior analysis. Providing actionable insights and recommendations that help improve member experiences across digital channels, customer service interactions, and business processes. Measuring the impact and business value of experience improvements through reporting, dashboards, ROI analysis, and performance tracking. Partnering with cross-functional teams including Digital, Product, Operations, Customer Service, Marketing, and Technology to ensure member needs are incorporated into decision-making and solution design. The team contributes to the organization's goals by helping drive member-centric decision-making, increasing digital adoption, improving customer satisfaction and loyalty, reducing friction and effort, identifying cost-saving opportunities, and ensuring investments in member experience generate measurable value for both members and the business. Through a combination of analytics, research, and strategic insight, the team helps create experiences that are easier, more effective, and more personalized for members while supporting operational efficiency and organizational growth.

Job Description:

The Member Experience Insights Intern will support the Member Experience team in transforming member feedback, digital experience data, and operational insights into actionable recommendations that improve the health plan member experience. This role provides hands‑on exposure to customer experience (CX), Voice of Customer analytics, digital experience measurement, reporting, and business process improvement. The intern will work closely with analysts and experience professionals to help identify emerging trends, uncover member pain points, support operational improvements, and contribute to data‑driven decision making across the organization.

Key responsibilities may include:

• Assist with Medallia text analytics and topic tagging to identify emerging member experience trends and opportunities.
• Support monthly reporting and alerts process.
• Help analyze survey and digital experience data to uncover insights and actionable recommendations.
• Support simple operational improvement activities

Qualifications:

• Customer Experience (CX)
• Customer Insights
• Business Analytics.
• Experience with SQL
• Python, R, or comparable analytical tools.

Education:

• Pursuing a degree in Business Analytics, Marketing Analytics, Data Analytics/Data Science, Economics, or Applied Economics
• Current Junior, Senior, or Recent grad up to one year
• 3.0+ or greater

Program Dates

Program Completion Date: August 6 th , 2027

Work Hours

Monday – Friday, 8:30 am – 5:00 pm (37.5 hours per week)

Location

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

Inclusion and Belonging

At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

About Our Company

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.

At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.