• Customer Experience Intern

    Job Locations US-MI-Detroit
    Requisition ID
    2018-33842
    Employee Type
    Parttime-Intern
    Category
    Customer Experience / Customer Service
  • Overview

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    The Customer Experience Intern contributes to the implementation and execution of the Voice of the Customer program (VoC), Customer Insights Generation and Customer Advocacy Council (CAC) activities for the IO team. This positions support coordination, visibility and standardization efforts across customer-centric initiatives, as well as assisting on follow up and quality validation efforts for initiatives as required. Training materials, templates and deliverables standardization is required, making the CX Intern take part on designing, actively executing and reporting standardization efforts and quality checks.

     

    The CX Intern may partner with the local operations and CX deployed resources (as needed) along with CX IO leaders to assist the execution of the VoC Program, Customer Insights or Customer Advocacy Council initiatives within their area of responsibility. Connection and integration with other CX areas may be required as part of the strategy deployment, therefore constant communication is required with all departments in order to keep track of their progress and validating compliance according to methodology standards and guidelines.  The objective is to guarantee the work being performed by all teams is visible, accurate, with a company-wide exposure both for outcomes and reporting.  As the CX intern takes action on methodology and training activities, opportunities for standardization are expected to be taken while designing and implementing ways to keep track and communicate status at all times.

    Responsibilities

    1. Assist in VoC Program implementation, including but not limited to: support on visibility dashboards, CX team meetings, Web Survey platform follow up and requirements consolidation.
    2. Coordinate and support on demand training sessions for VoC and CAC subjects
    3. Implement designed changes to methodology deliverables (training materials, templates, guidelines) as required
    4. Standardize training portfolio: help on potential version consolidation, country instances, maintain a unique repository and help on training translation coordination information as required
    5. Support in Business Process Improvement projects (with an important focus on Design Thinking and extensive to DMAIC, Kaizen, Design for Six Sigma)

    Qualifications

    Experience: 

     

    • Active student in industrial design, engineering, business administration (not mandatory) in Junior standing
    • As a plus, Training / certifications / studies / subjects / experience / exposure to Process Improvement, Project Management, innovation techniques and tools, design thinking.

    Skills and Knowledge:

     

    No previous work experience is required for the CX Intern. However, key elements have to be validated for the position.

     

    • Customer Focus
    • Planning and organizing
    • Drive for results
    • Strong oral, written and presentation skills; ability to communicate to individuals and groups effortlessly
    • Analytic and problem solving thinking
    • Time management skills
    • Excel expertise (basic pivoting and formula management, macros are a plus) as well as PowerPoint Skills

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