Summer 2027 Personal Lines Customer Experience Insights Intern

Nationwide•Columbus, OH

2d•$23 - $50

About The Position

Nationwide is a leader in the insurance and financial services industry in America. We are a Fortune 100 company with a mission to protect people, businesses and futures with extraordinary care. The Nationwide summer internship program is designed to empower you, allowing you to forge a strong foundation for your career. Over the course of 12 weeks, Nationwide interns take part in key business assignments that make a difference, all while enhancing their leadership competencies. As a Nationwide intern, you’ll enjoy everything that makes us great. From professional development sessions and networking events to collaborations with company leaders, your internship will take on a meaningful journey through the Nationwide experience. Our award-winning culture will ensure you feel welcomed, challenged and encouraged every step of the way! About Our Team The Personal Lines Customer Experience (CX) team helps improve experiences for customers and agents by transforming feedback into actionable insights. We analyze customer and agent sentiment, identify opportunities for improvement, and partner with business teams to help shape strategies that enhance engagement, satisfaction, and loyalty. Success on our team requires curiosity, analytical thinking, strong communication skills, and a passion for understanding customer needs. Interns gain hands-on experience working with customer feedback, data visualization, journey insights, competitive research, and emerging customer experience trends. Job Summary A day in the life of a PL Customer Experience Insights Intern might include: 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 that make customer experience insights more accessible. Creating visualizations that 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 to identify implications for the insurance industry. 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

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.
Involvement in student organizations, leadership activities, internships, or relevant work experience 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.
Proficiency with Microsoft Excel, PowerPoint, and collaboration tools.
Experience with Power BI, data visualization, or dashboard development preferred.
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.

Nice To Haves

Experience with Power BI, Power Automate, or similar analytics and visualization tools.
Coursework or project experience involving customer research, analytics, survey analysis, marketing insights, or business intelligence.
Interest in customer experience, human-centered design, consumer behavior, or Voice of the Customer programs.

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 that make customer experience insights more accessible.
Creating visualizations that 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 to identify implications for the insurance industry.
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.