Summer Intern- Operations

Langley Federal Credit Union • Newport News, VA

7h

About The Position

The Operations Intern will support a cross-functional Member Journey Audit focused on how backend Operations processes influence member engagement across spending, saving and borrowing. The intern will document end-to-end member journeys, analyze system and team handoffs, and identify operational friction that impacts consistency, efficiency, and the member experience across all channels. The intern will use data and process analysis to support findings and will evaluate where automation or AI enabled tools could improve efficiency, accuracy, or member communication. This role aligns directly to Langley’s strategic goals of Engaged Member, Engaged Direct Loans, Engaged Spend, and Engaged Savers, and to the business plan objective of delivering a consistent member experience.

Requirements

• Currently pursuing a Bachelor’s or Master’s degree in Information Systems, Business Analytics, Data Science, Computer Science, Engineering, Operations, or a related field.
• Demonstrated interest in process improvement, systems thinking, and data driven problem solving.
• Ability to think in end-to-end workflows rather than isolated tasks.
• Strong written and verbal communication skills.
• Ability to work collaboratively across teams and functional areas.

Responsibilities

• Support a cross functional Member Journey Audit across key member interactions related to spending, saving and borrowing.
• Document end-to-end member journeys, backend workflows, and handoffs between systems, teams, and vendors.
• Analyze turnaround times, communication points, and process dependencies to identify friction, delays, or inconsistencies that impact member engagement.
• Collect, organize, and analyze qualitative and quantitative data to support journey mapping and root cause analysis.
• Identify and document improvement opportunities, including process changes and opportunities for automation or AI enabled solutions that reduce manual effort or improve accuracy and consistency.
• Partner with cross functional teams to validate findings and refine recommendations.
• Contribute process documentation, data, and insights for Ops Impact communications that highlight completed and in progress initiatives
• Prepare and deliver a final presentation summarizing journey maps, findings, and actionable recommendations.

What This Job Offers

• Career Level: Intern