Customer Experience and Transformation Intern – Summer 2027

Job description

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. Make good.** *Please note that we do not offer visa sponsorship for this position* **POSITION SUMMARY:** The National Life Group Internship Program was developed to provide real workplace learning and growth opportunities for undergraduate students. Over the years the program has provided students with the opportunity to engage in meaningful, career-relevant work at National Life Group in preparation for full-time employment. This position currently offers an onsite work schedule, with the expectation that you are in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion. **WHY IS THIS INTERNSIP DIFFERENT:** **We are changing the way a Customer Experience Center works.** Today, much of our work is reactive and transactional. Our ambition is to build a more consultative, value-added experience - one where technology handles more routine work and our people spend more time solving complex problems, educating customers and agents, and creating meaningful value. **RESPONSIBILITIES:** **As a Customer Experience & Transformation Intern**, you will work alongside leaders and associates across the Customer Experience Center to understand how service is delivered today, identify opportunities to make it better, and help test new ways of working. You will gain hands-on exposure to customer experience, operational strategy, data, AI-enabled technology, and change - while contributing to real work that matters to our customers, agents, and associates. - 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. **QUALIFICATIONS:** - 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. **AI Proficiency Expectations** At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength. **All associates are expected to:** - 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. - Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention, and intellectual property. **Core Competencies** - **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. - **Plans and** **Aligns** - Plans and prioritizes work to meet commitments aligned with organizational goals; Aligns people and skills to tasks and assignments; Evaluates results of work. - **Demonstrates Learning** **Agility** - Enhances skills and knowledge through continuous learning; Focuses on personal results by establishing stretch goals; Seeks feedback and changes accordingly. - **Establishes Relationships** - Builds partnerships with others to instill trust, collaborate, and meet shared objectives. - **Communicates** **Effectively** - Actively listens, conveys messages to meet different audience needs, and remains open to new ideas and opinions. - **Fosters Diversity** - Values diversity and difference in thought, experience, and perspective; Promotes an environment that embraces diversity, equity, and inclusion; Supports equal and fair treatment for all. **HOW YOU SHOW UP***:* - Curious: You ask “why?” and “what could be better?” rather than simply accepting the current way of doing things. - Collaborative: You enjoy working with people from different backgrounds, functions, and levels of experience. - Energetic: You bring enthusiasm to the work and are excited by the opportunity to be part of something changing. - Reliable: You do what you say you will do, communicate early, and take pride in the quality of your work. - Courageous: You are willing to offer an idea, challenge an assumption respectfully, and learn from what does not work. - Customer-minded: You care about making an experience easier, clearer, more human, and more valuable. **PROGRAM HIGHLIGHTS:** - 10-week paid internship (June 1 - August 6) with formal orientation and onboarding - Networking opportunities with peers and leaders throughout the summer - Cross-Departmental group project focused on an enterprise-wide solution presented at company-wide event - Presentation skills coaching sessions - Learning opportunities throughout program - Access to mentors (former program participants) **Base Pay Range**. The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position taking into account the wide variety of factors, including: prior experience and job-related knowledge; education, training and certificates; current business needs; and market factors. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances. **Additional Compensation and Benefits**. The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life’s discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors. National Life is accepting applications for this role on an ongoing basis and the role remains open until filled. Hourly Pay Range $19—$28 USD National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group. Fortune 1000 status is based on the consolidated financial results of all National Life Group companies. [Social Media Policy](https://www.nationallife.com/Social-Media-Policy) [Site Disclosure and Privacy Policy](https://www.nationallife.com/Privacy-Legal-Information) National Life Group 1 National Life Dr Montpelier, VT 05604