Year-Round Intern - CX

OCC•Chicago, IL

1d•Hybrid

About The Position

This year-round intern position is for a student actively enrolled in an undergraduate or graduate program, seeking to gain real-world experience in financial services. The intern will work up to 20 hours per week during the school year and up to 40 hours per week during the summer, with a maximum of 1,000 hours total. The role is based in a hybrid work environment, requiring at least 3 days per week in the OCC office, with Tuesdays and Wednesdays as anchor days. The intern will be embedded within the ETS UX/CX team, supporting user research, journey mapping, listening post infrastructure, and UX research and design activities. This is a hands-on role with real ownership, focused on contributing to meaningful projects and developing skills in customer experience strategy and design.

Requirements

Rising senior or second-year graduate student, graduating December 2027 or May/August 2028.
Actively pursuing a degree in Human-Computer Interaction, UX Design, Information Science, Psychology, Business, Marketing, Communications, or a related field.
Coursework or project experience in user research, service design, human-centered design, or customer experience is strongly preferred.
Familiarity with digital whiteboarding or design collaboration tools such as Miro, Mural, FigJam, or Figma
Basic proficiency in Excel or Google Sheets for data organization, survey analysis, or reporting
Exposure to survey design or data collection tools (Microsoft Forms, Google Forms, Qualtrics, or SurveyMonkey)
Exposure to user research tools (Hotjar, Optimal Workshop, etc.)
Familiarity with journey mapping, personas, or other UX/CX research artifacts through coursework or project work
Basic experience with project or task management tools (Jira, Trello, Asana, or similar) is a plus
Familiarity with presentation tools (PowerPoint) for communicating research findings
Experience with qualitative research and facilitation.
Demonstrated interest in human-centered design principles, with the ability to apply empathy-based thinking to research and problem-solving
The ability to synthesize findings and present them clearly
Organized and detail-oriented, able to track multiple tasks and maintain documentation accurately
Collaborative working style with a genuine interest in how people interact with technology
Intellectual curiosity about IT systems, enterprise tools, and internal service delivery

Nice To Haves

Master's Degree student preferred
Portfolio, coursework samples, or class projects that demonstrate research, design, or analysis work are strongly encouraged in the application

Responsibilities

Assist in planning and conducting user interviews and surveys with internal employees to understand their experience with ETS services and tools.
Help synthesize findings into affinity diagrams, experience summaries, and personas.
Participate in and support the facilitation of journey mapping workshops.
Contribute to the documentation and refinement of current-state journey maps and service blueprints.
Help deploy and monitor feedback instruments across ETS touchpoints (Help Desk, onboarding, self-service).
Track response rates, flag data quality issues, and summarize emerging themes on a regular cadence.
Assist with pulling and organizing CX data, updating dashboard visualizations, and preparing summaries for team and stakeholder review.
Support UX research activities including usability testing, navigation testing, heuristic review, or design feedback sessions related to internal tools and employee-facing interfaces.
Maintain Jira backlog items tied to CX improvement work, document meeting outcomes, and keep project artifacts organized and current.