Customer Experience Analyst Intern (Undergraduate Students Only)

Credit One Bank Summer Internship Program

Intern Title: CX Analyst Intern (Customer Experience)

Audience: Undergraduate Students Only

Department: Customer Experience – Customer Experience Office

Position Summary

Supports the Customer Experience team by monitoring trends and analyzing cardmember feedback collected through surveys and other customer insight channels. Working with customer experience, operational, and business performance data, the intern will help identify patterns, emerging issues, and opportunities to enhance the customer experience. This role provides hands-on experience in data analysis, customer research, and business performance evaluation while supporting initiatives that improve customer satisfaction and engagement. The intern may also conduct research, develop recommendations, and present findings that help drive improvements in customer experience and overall business performance.

Position Requirements:

• Undergraduate Junior or Senior (must have one semester/quarter remaining after completion of the internship).
• Majoring in Sociology, Statistics, Business Data Analytics, Data Science, Industrial Engineering, Information Systems, Computer Science, or a related field.
• Minimum cumulative GPA of 3.0. 
• Exposure to AI-enabled tools and technologies is preferred, with an interest in applying artificial intelligence to support analytics, process improvement, automation, and business decision-making.
• Available to work onsite in Las Vegas, NV, for the duration of the Summer Internship Program: June 7, 2027 – August 13, 2027, a 10-week program requiring 40 hours per week.

Summary of Essential Job Functions:

• Assist in researching and analyzing the cardmember journey across multiple business functions and digital channels to identify opportunities to improve the customer experience. 
• Utilize customer feedback, survey results, digital experience analytics, and related data sources to identify trends, behaviors, and key drivers of customer satisfaction. 
• Analyze and synthesize customer insights into clear, actionable findings that effectively communicate the cardmember experience and support business decision-making. 
• Support the administration and management of customer feedback and survey programs, including performance tracking, reporting, and competitive benchmarking activities. 
• Assist with the development and maintenance of customer journey maps to better understand customer interactions, pain points, and opportunities for enhancement. 
• Collaborate with cross-functional teams to support customer experience initiatives, research projects, and recommendations that drive improvements in customer satisfaction and business performance.

Program Dates:

June 7, 2027 – August 13, 2027

Program Goals and Objectives:

This internship is designed to provide hands-on experience in customer experience research, journey mapping, and customer insights analysis. 

By the end of the program, the intern will have the opportunity to:

• Gain practical experience using Medallia Text Analytics and other customer feedback tools to analyze customer sentiment, identify trends, and recommend enhancements to reporting and insight generation.
• Support the research, development, and documentation of cardmember journey maps, building an understanding of customer interactions, touchpoints, and experience improvement opportunities.
• Learn how to evaluate both solicited and unsolicited customer feedback to uncover meaningful insights and customer pain points.
• Develop analytical and critical-thinking skills by translating customer feedback and research findings into actionable business recommendations.
• Strengthen communication and presentation skills by clearly conveying customer insights, trends, and recommendations to business stakeholders.
• Build a foundational understanding of customer experience management and how customer feedback is used to drive business decisions and improve the overall cardmember experience.