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Customer Experience Analytics Intern
Pacific Life
Aliso Viejo, CA, United States
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Job Description
Currently, we are seeking a talented Customer Experience Analytics Intern to join the Life Insurance Division in Aliso Viejo. The Life Insurance Division works with financial and insurance professionals to give families and businesses the life insurance coverage needed to help meet important financial protection, wealth accumulation, and wealth preservation goals.
This is an exciting opportunity to help the Voice of the Customer drive decision making. This internship is geared toward Marketing and/or Analytics students that want to develop expertise in analyzing customer feedback. This position requires strong executive communication skills, data manipulation skills, and the ability to turn qualitative and quantitative data into concise actionable insights. Interns will develop a strong skillset around developing insights and recommendations, and integrating them with existing software and business infrastructure.
Examples of projects and activities that selected candidates will work on:
1. Develop event-based surveys for the customer during their journey with PL
2. Develop survey questions that will deploy on a regular schedule/time basis to customers
1. Work with the CX team to determine survey needs
2. Write the survey questions
3. Write the business rules that map to the event or point in the journey that we will need to deploy the survey
4. Aggregate results, develop insights and concise points
FACTORS FOR SUCCESS:
• Must be a graduate student (MBA or Marketing Analytics). Work schedule will be part time during the school year and full time during the summer.
• Must be able to write customer facing surveys and aggregate the data and insights
• Excellent communication skills, the ability to multitask, prioritize work, take initiative, and be self-sufficient with responsibilities.
• Ability to gather and assess qualitative results.
• Quickly grasp and develop firm understanding of, or already have experience in/with:
◦ Life Insurance ops, product, and distribution model
◦ Journey Maps
◦ The Customer Experience framework and mission at PL
• Ability to work well with others as a team and independently.
• Must understand and be able to write business rules for event/trigger based surveys in the operational process.
• Advanced Excel skills
• Must be able to function autonomously, take initiative, drive toward deadlines and communicate effectively.
• Preferred but not required: Familiarity with industry tools such as SQL or Tableau.