Corporate Intern (Customer Experience) Hybrid Schedule
About The Position
The Customer Experience Intern supports Atlantic Union Bank’s Customer Experience (CX) team (including Office of the President, Business Line Experience, Problem & Incident Management, and CX Program Management) by assisting with data analysis, process improvement, reporting, and communications. This role offers hands-on experience in understanding customer sentiment, operational patterns, complaint management, and cross department collaboration as well as exposure to a significant number of disciplines within the organization. The intern will help ensure high quality customer insights, accurate records, and timely follow through across multiple experience related workstreams.
Requirements
- Currently enrolled in a bachelor’s degree program, preferably with a focus in business, analytics, communications, customer experience, or related field.
- Strong customerâcentric mindset and a desire to improve experiences through data and insight.
- Analytical thinker with the ability to identify patterns, correlations, and actionable findings.
- Excellent written and verbal communication skills with the ability to clearly summarize information.
- Strong organizational skills, attention to detail, and ability to manage multiple priorities.
- Demonstrated initiative and curiosity; motivated to take ownership of tasks and find solutions.
- Proficiency with Microsoft Office (Excel, Outlook, Word, Teams).
- Ability to collaborate effectively with teammates across departments.
Nice To Haves
- Prior internship or partâtime experience in customer service, data analytics, or operational support is preferred but not required.
- Experience with social media platforms such as Facebook, Twitter, Instagram, LinkedIn and Google.
Responsibilities
- Provides QA/QC support for the Office of the President, helping compile, summarize, and validate QA/QC results.
- Runs routine and ad hoc Complaint Management reports; identifies trends, summarizes findings, and prepares items for CX review.
- Reviews customer survey responses to identify actionable opportunities for process, service, or communication improvement.
- Enters actionable survey follow ups into the appropriate system(s) and assigns items to managers when appropriate.
- Assists with complaint management case clean up activities, including monetary credit reviews, tag corrections, and record accuracy updates.
- Sends email notifications regarding past due cases and helps monitor completion status across departments.
- Assists Business Line Experience in connecting and communicating CX initiatives and outcomes as a part of the Insights & Actions Program.
- Participates in BLE journey mapping and experience design sessions and projects.
- Assists in reviewing escalations and feedback to identify recurring customer pain points and root cause patterns.
- Supports Problem & Incident Management data clean up efforts, ensuring accuracy of newly added data fields and historical entries.
- Assists in identifying trends and insights; may partner with Business Intelligence or other teams as needed.
- Coordinates administrative tasks for frontline CX idea generation, including content preparation, communication drafting, and supporting engagement efforts for frontline teams.
- Supports the CX team with special projects, research, and additional operational tasks as assigned.
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What This Job Offers
Career Level
Intern
