Corporate Intern (Customer Experience) Hybrid Schedule

The Customer Experience Intern supports Atlantic Union Bank's Customer Experience (CX) team (including Office of the President, Business Line Experience, Problem & Incident Management, and CX Program Management) by assisting with data analysis, process improvement, reporting, and communications. This role offers hands-on experience in understanding customer sentiment, operational patterns, complaint management, and cross department collaboration as well as exposure to a significant number of disciplines within the organization. The intern will help ensure high quality customer insights, accurate records, and timely follow through across multiple experience related workstreams.

Position Accountabilities

• Provides QA/QC support for the Office of the President, helping compile, summarize, and validate QA/QC results.
• Runs routine and ad hoc Complaint Management reports; identifies trends, summarizes findings, and prepares items for CX review.
• Reviews customer survey responses to identify actionable opportunities for process, service, or communication improvement.
• Enters actionable survey follow ups into the appropriate system(s) and assigns items to managers when appropriate.
• Assists with complaint management case clean up activities, including monetary credit reviews, tag corrections, and record accuracy updates.
• Sends email notifications regarding past due cases and helps monitor completion status across departments.
• Assists Business Line Experience in connecting and communicating CX initiatives and outcomes as a part of the Insights & Actions Program.
• Participates in BLE journey mapping and experience design sessions and projects.
• Assists in reviewing escalations and feedback to identify recurring customer pain points and root cause patterns.
• Supports Problem & Incident Management data clean up efforts, ensuring accuracy of newly added data fields and historical entries.
• Assists in identifying trends and insights; may partner with Business Intelligence or other teams as needed.
• Coordinates administrative tasks for frontline CX idea generation, including content preparation, communication drafting, and supporting engagement efforts for frontline teams.
• Supports the CX team with special projects, research, and additional operational tasks as assigned.

Organizational Relationship

This position reports to the Customer Experience Program Manager

Position Qualifications

Education & Experience

• Currently enrolled in a bachelor's degree program, preferably with a focus in business, analytics, communications, customer experience, or related field.
  * Prior internship or parttime experience in customer service, data analytics, or operational support is preferred but not required.

Knowledge & Skills

• Strong customercentric mindset and a desire to improve experiences through data and insight.
  * Analytical thinker with the ability to identify patterns, correlations, and actionable findings.
  * Excellent written and verbal communication skills with the ability to clearly summarize information.
  * Strong organizational skills, attention to detail, and ability to manage multiple priorities.
  * Demonstrated initiative and curiosity; motivated to take ownership of tasks and find solutions.
  * Proficiency with Microsoft Office (Excel, Outlook, Word, Teams).
  * Ability to collaborate effectively with teammates across departments.
• Experience with social media platforms such as Facebook, Twitter, Instagram, LinkedIn and Google.

We are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.

Compensation will be $20.00 hourly.
No relocation/housing provided.
Local candidates strongly preferred.