Customer Experience (Program Management) Intern

About the Role

We are looking for a proactive, analytical, and execution-oriented intern to support Program Management initiatives within the Customer Experience (CX) department. The intern will work closely with CX leadership and cross-functional teams to coordinate on strategic programs, track execution against milestones, identify operational bottlenecks, and support initiatives aimed at improving customer experience, operational efficiency, and organizational effectiveness. This role offers hands-on exposure to enterprise program management, stakeholder management, business process improvement, and customer experience transformation in a fast-paced B2B SaaS and fintech environment.

Key Responsibilities

• Program Planning & Execution
• Support the planning and execution of strategic initiatives across Customer Experience, including Customer Success, Project Implementation, and Enterprise Customer Support.
• Develop and maintain program plans, timelines, milestones, action trackers, and dependency matrices.
• Monitor progress against agreed deliverables and proactively flag delays, risks, and execution bottlenecks.
• Coordinate with cross-functional stakeholders to ensure timely completion of key activities.
• Program Governance & Reporting
• Prepare periodic program dashboards, management updates, and executive review presentations.
• Track key performance indicators (KPIs), milestones, action items, and program outcomes.
• Maintain governance mechanisms, including review calendars, meeting minutes, decision logs, and escalation trackers.
• Help establish accountability and visibility across multiple ongoing initiatives.
• Process Excellence & Operational Improvement
• Support the development and documentation of Standard Operating Procedures (SOPs), process flows, and governance frameworks.
• Analyze operational data to identify recurring issues, process gaps, and improvement opportunities.
• Assist in designing practical solutions to reduce turnaround time, improve productivity, and enhance service delivery.
• Customer Experience Initiatives
• Support initiatives to improve implementation effectiveness, customer communication, and service quality.
• Analyze customer feedback, service trends, and operational metrics to identify potential improvement areas.
• Assist in tracking initiatives related to customer satisfaction, customer effort, and service delivery performance.
• Support structured mechanisms to improve customer experience across the customer lifecycle.
• Cross-functional Stakeholder Management
• Coordinate with Product, Technology, Sales, Finance, Operations, and other relevant teams to drive program deliverables.
• Follow up on open actions, dependencies, and commitments to ensure timely resolution.
• Prepare structured updates highlighting progress, key decisions required, and potential risks.
• Help translate business priorities into clear, measurable, and actionable workstreams.

Qualifications

• Currently pursuing an MBA/PGDM from a recognized institution.
• Preference for candidates specializing in Operations, Strategy, General Management, Business Analytics, or Project Management.

Requirements & Tech Stack

• Strong analytical, problem-solving, and structured thinking abilities.
• Strong written and verbal communication skills.
• Ability to work independently and under limited management guidance.
• Excellent proficiency in Microsoft Excel and PowerPoint.
• Good knowledge of using AI tools.
• Ability to organize complex information into clear dashboards, trackers, and management presentations.
• High ownership, attention to detail, and a bias for execution.
• Prior internship or project experience in program management, business operations, management consulting, process excellence, or SaaS/fintech is preferred.

Internship Duration: 6 months (on-site)