Customer Experience (CX) Intern
US-Remote
Customer Experience – UI/UX Design /
Intern /
Remote
Company
Our Vision is to be the Most Trusted, Flexible and Easy to Use Hybrid Cloud Data Platform. Actian is transforming industries by empowering companies to accelerate application modernization and simplify the Cloud journey. Our customers use the Actian Data Platform to unify their siloed data, explore and securely exchange data to run a variety of analytic workloads that provide real time business insights at a fraction of the cost. We have 24 of the Fortune 100 companies using Actian technology in some of the most mission critical applications that impact your daily life.
Internship Overview
We are looking for interns to join us for our 2024 Summer Internship Program! This 12-week program is set to begin June 3rd, so if you are looking for an incredible opportunity to partner with the best and brightest minds in the industry, apply today. This program has been designed with our interns in mind and includes structured learning plans, a dedicated buddy, and a focused capstone project that you will have the opportunity to present in our Internship Showcase!
What It’s Like Interning with Us!
Weekly Events— just because the internship is remote, doesn’t mean we don’t have time for fun! Last summer, we hosted an Actian tie-dye shirt event, tiny camp fire—complete with smores(!!!), a murder mystery party, and so much more Time with Executives— Interns all get a chance to connect with our executive team through panel discussions, 1:1s, Q&A meetings, and events Workshops & Tech Tuesday’s— Interns all participate in Tech Tuesday’s where they get to learn more about Actian specific technologies, as well as workshops geared towards new professionals Opportunity to travel – we will be hosting a hybrid orientation! For those that are interested in being in person for orientation, we will fly you to our Austin, TX office.
Position Overview
Actian’s Customer Experience (CX) Team exists to provide exceptional experiences for our customers by helping them realize the value and success from working with Actian’s products and services. The CX team designs and delivers quality experiences by turning customer needs and user insights into actionable ideas and user experiences to help them solve their business challenges.
We are looking for a talented individual to join our Experience Strategy team to help shape how we collect and manage customer insights. As a CX Insights Intern, you will build a deep understanding of our customers and the various channels and means that we collect feedback such as CSAT data, user interviews, product feedback and insights from our customer account teams (PODs). You will work with teams across Actian such as CX/UX, Marketing, Sales, Customer Success, Product and Engineering to better understand how we collect and manage customer feedback.
Your primary focus is to help us identify improvement areas to elevate strategic feedback loops and optimize our customer experience. This role offers a unique opportunity for you to leverage your strengths and experience personal growth. You'll thrive in a highly collaborative environment, working closely with our teams across Actian. Plus, you'll have a dedicated mentor to guide you every step of the way.
Capstone Overview
One of the goals for the Actian CX team is to elevate the voice of the customer (VOC) to optimize our customer experience and identify areas of friction for our customers. During your capstone project, you will dive deeper into existing customer feedback channels and use quantitative and qualitative research methods to create problem statements that highlight the top customer pain points and uncover new opportunities for removing friction areas across their journey with Actian. You will strategize ways to improve the collection of customer insights and propose 3 ideas to improve our VOC efforts for a defined set of customers.
Responsibilities
- Collaborate with the Experience Strategy team on research projects to learn about Actian research methods and the mindset of our user personas and customer profiles
- Partner with colleagues across Actian to better understand how we collect customer feedback and insights and develop a process map to outline the various channels and formats
- Review quantitative and qualitative customer data from multiple channels and sources to identity emerging trends, customer friction points and opportunity areas
- Collect and synthesize insights to form hypotheses for improvement areas and communicate findings to appropriate teams ensuring the voice of the customer is captured
- Develop a VOC proposal for the CX team that outlines 3 opportunities to centralize and manage customer insights for a defined set of customers. Present the final proposal to the company
Nice to Have
- Familiarity with trends in the customer experience field
- Experience with Human-Centered Design / Qualitative Research
- Experience using tools such as Looker, PowerBI or Tableau
- Exposure using survey tools such as SurveyMonkey, Google Forms, or Qualtrics
- Strong proficiency with Microsoft Excel, Word and PowerPoint and / or Google sheets, docs and slides
- Strong analytical skills with the ability to communicate findings using data insights through storytelling
- Demonstrated project experience involving using research to test hypotheses that led to actionable insights
- Familiarity with research methodologies including surveys, interviews, focus groups and other data collection methods
- The ideal candidate is a rising Senior or Junior pursuing an undergraduate degree in Business, Marketing, Communications, Behavioral Economics, Human Factors, Psychology, Sociology or other related areas
Requirements
- Must be actively enrolled in a college degree program
- Must be legally authorized to work in the United States
$20 - $30 an hour
We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
