Summer 2027 Personal Lines Customer Experience Insights Intern

About the Role

This is a 12-week summer internship with the Personal Lines Customer Experience (CX) Insights team at Nationwide. The program is designed to empower interns with hands-on experience in key business assignments, leadership competencies, professional development, and networking opportunities within a Fortune 100 company.

Key Responsibilities

• 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.
• Creating visualizations to 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.
• 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.

Requirements & Tech Stack

• Microsoft Excel
• PowerPoint
• Collaboration tools
• Power BI (preferred)
• Power Automate (preferred)

Qualifications

• 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.
• 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.
• 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.
• Experience with data visualization, dashboard development, customer research, analytics, survey analysis, marketing insights, or business intelligence is preferred.
• Interest in human-centered design, consumer behavior, or Voice of the Customer programs is preferred.