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The Personal Lines Customer Experience (CX) team helps improve experiences for customers and agents by transforming feedback into actionable insights. We analyze customer and agent sentiment, identify opportunities for improvement, and partner with business teams to help shape strategies that enhance engagement, satisfaction, and loyalty.

Success on our team requires curiosity, analytical thinking, strong communication skills, and a passion for understanding customer needs. Interns gain hands-on experience working with customer feedback, data visualization, journey insights, competitive research, and emerging customer experience trends.

A day in the life of a PL Customer Experience Insights Intern might include:

• Organizing, categorizing, and analyzing customer and agent feedback from multiple sources.
• Identifying themes, pain points, customer needs, and sentiment trends within customer and agent verbatims.
• Helping develop and maintain a reusable repository of customer and agent feedback.
• Building and enhancing Power BI dashboards, reports, and interactive tools that make customer experience insights more accessible.
• Creating visualizations that help stakeholders understand trends, compare segments, identify opportunities, and connect insights to customer feedback.
• Supporting the automation of customer experience reporting and data preparation processes.
• Conducting competitive research on customer experiences, digital capabilities, service models, and engagement practices.
• Researching Gen Z customer behaviors, expectations, and technology preferences to identify implications for the insurance industry.
• Participating in customer research activities, team working sessions, and stakeholder meetings.
• Collaborating with CX leaders and business partners to translate data and feedback into actionable insights and recommendations.
• Completing special projects that support customer experience and business improvement initiatives.

• Hands-on experience working with customer and agent experience data.
• Exposure to Voice of the Customer programs, customer journey insights, and experience management practices.
• Opportunities to develop Power BI, reporting, dashboarding, and data visualization skills.
• Experience conducting competitive and consumer behavior research.
• Exposure to leaders across the Personal Lines organization.
• Professional development, networking, and mentoring opportunities within a Fortune 100 organization.
• The opportunity to influence how customer and agent feedback informs business decisions.

A successful PL Customer Experience Insights Intern at Nationwide has:

• Pursuing a bachelor's degree in Business, Marketing, Data Analytics, Supply Chain Management, Customer Experience, Communications, Psychology, Economics, or a related field.
• Completion of sophomore or junior year preferred.
• Involvement in student organizations, leadership activities, internships, or relevant work experience preferred.

• Strong analytical and problem-solving skills.
• Curiosity about customer behavior and what drives customer and agent experiences.
• Effective written, verbal, and presentation communication skills.
• Ability to synthesize data and feedback into clear insights and recommendations.
• Interest in customer experience, journey mapping, research, business strategy, or operational improvement.
• Proficiency with Microsoft Excel, PowerPoint, and collaboration tools.
• Experience with Power BI, data visualization, or dashboard development preferred.
• Strong organizational skills and attention to detail.
• Ability to collaborate, build relationships, and actively engage with teammates and business leaders.
• Self-starter with a growth mindset and willingness to learn.

• Experience with Power BI, Power Automate, or similar analytics and visualization tools.
• Coursework or project experience involving customer research, analytics, survey analysis, marketing insights, or business intelligence.
• Interest in customer experience, human-centered design, consumer behavior, or Voice of the Customer programs.

Nationwide does not participate in the STEM OPT Extension program. At its sole discretion, Nationwide determines whether to offer sponsorship for qualifying positions based on business need and budget. However, sponsorship is not usually available for entry-level roles.