Customer Experience and Transformation Intern – Summer 2027

National Life Group - Interns•Montpelier, VT

6d•$19 - $28•Onsite

About The Position

The National Life Group Internship Program was developed to provide real workplace learning and growth opportunities for undergraduate students. Over the years the program has provided students with the opportunity to engage in meaningful, career-relevant work at National Life Group in preparation for full-time employment. This position currently offers an onsite work schedule, with the expectation that you are in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion. We are changing the way a Customer Experience Center works. Today, much of our work is reactive and transactional. Our ambition is to build a more consultative, value-added experience - one where technology handles more routine work and our people spend more time solving complex problems, educating customers and agents, and creating meaningful value.

Requirements

A rising college junior or senior pursuing a bachelor's degree and looking for meaningful, hands-on business experience.
Curiosity about customer experience, operations, technology, AI, analytics, or how businesses improve the way they work.
Strong analytical and problem-solving skills, with the ability to make sense of information and explain what it means.
Strong communication skills and comfort sharing ideas with people at different levels of an organization.
Experience working with data, spreadsheets, presentations, or other analytical tools is a plus; academic experience absolutely counts.
A willingness to learn the insurance business and tackle unfamiliar questions with energy, persistence, and good judgment.
Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
Stay curious and open to new AI-enabled ways of working.
Exercise sound judgment by reviewing and validating AI-generated content.
Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life's AI guiding principles.
Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention, and intellectual property.
Service Focus - Demonstrates a client centric focus for satisfying one’s external and/or internal customers; establishes and maintains effective relationships with customers and gains their trust and respect.
Decision Making - Makes sense of complex information, critically evaluates, and creates solutions.
Results Oriented - Sets performance and personal goals; Driven to meet or exceed goals and objectives.
Plans and Aligns - Plans and prioritizes work to meet commitments aligned with organizational goals; Aligns people and skills to tasks and assignments; Evaluates results of work.
Demonstrates Learning Agility - Enhances skills and knowledge through continuous learning; Focuses on personal results by establishing stretch goals; Seeks feedback and changes accordingly.
Establishes Relationships - Builds partnerships with others to instill trust, collaborate, and meet shared objectives.
Communicates Effectively - Actively listens, conveys messages to meet different audience needs, and remains open to new ideas and opinions.
Fosters Diversity - Values diversity and difference in thought, experience, and perspective; Promotes an environment that embraces diversity, equity, and inclusion; Supports equal and fair treatment for all.

Nice To Haves

Curious: You ask “why?” and “what could be better?” rather than simply accepting the current way of doing things.
Collaborative: You enjoy working with people from different backgrounds, functions, and levels of experience.
Energetic: You bring enthusiasm to the work and are excited by the opportunity to be part of something changing.
Reliable: You do what you say you will do, communicate early, and take pride in the quality of your work.
Courageous: You are willing to offer an idea, challenge an assumption respectfully, and learn from what does not work.
Customer-minded: You care about making an experience easier, clearer, more human, and more valuable.

Responsibilities

Rotate across Customer Experience Center functions to learn how calls, escalations, workforce planning, learning, knowledge, quality, and improvement work fit together.
Analyze customer and agent interactions, operational data, and performance measures to identify patterns, friction points, and opportunities to improve the experience.
Support AI and digital transformation initiatives by helping measure adoption, engagement, quality, and business impact.
Help turn data into insight - creating simple analyses, dashboards, presentations, and recommendations that leaders can use to make decisions.
Participate in improvement projects that make service faster, easier, more consistent, and more valuable for customers and agents.
Partner with associates and leaders across functions, ask good questions, test ideas, and help move promising concepts from “what if?” to “let’s try it.”
Present what you learn and recommend practical next steps in written, verbal, and presentation formats.