Customer Experience and Transformation Intern – Summer 2027

National Life · 2344 - 8168700

Pay: $19–$28/hr
Where: Addison, TX; Montpelier, VT
Posted: Sep 14

Come join one of America’s fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures.

Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.

We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good.

What you'd do

Rotate across Customer Experience Center functions to learn how calls, escalations, workforce planning, learning, knowledge, quality, and improvement work fit together.
Analyze customer and agent interactions, operational data, and performance measures to identify patterns, friction points, and opportunities to improve the experience.
Support AI and digital transformation initiatives by helping measure adoption, engagement, quality, and business impact.
Help turn data into insight - creating simple analyses, dashboards, presentations, and recommendations that leaders can use to make decisions.
Participate in improvement projects that make service faster, easier, more consistent, and more valuable for customers and agents.
Partner with associates and leaders across functions, ask good questions, test ideas, and help move promising concepts from “what if?” to “let’s try it.”
Present what you learn and recommend practical next steps in written, verbal, and presentation formats.
Service Focus - Demonstrates a client centric focus for satisfying one’s external and/or internal customers; establishes and maintains effective relationships with customers and gains their trust and respect.
Decision Making - Makes sense of complex information, critically evaluates, and creates solutions.
Results Oriented - Sets performance and personal goals; Driven to meet or exceed goals and objectives.

What they want

A rising college junior or senior pursuing a bachelor's degree and looking for meaningful, hands-on business experience.
Curiosity about customer experience, operations, technology, AI, analytics, or how businesses improve the way they work.
Strong analytical and problem-solving skills, with the ability to make sense of information and explain what it means.
Strong communication skills and comfort sharing ideas with people at different levels of an organization.
Experience working with data, spreadsheets, presentations, or other analytical tools is a plus; academic experience absolutely counts.
A willingness to learn the insurance business and tackle unfamiliar questions with energy, persistence, and good judgment.
Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
Stay curious and open to new AI-enabled ways of working.
Exercise sound judgment by reviewing and validating AI-generated content.
Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life's AI guiding principles.