Quality & Customer Experience Intern

JOB DESCRIPTION

In this role, the intern will partner with Quality, Customer Support, Product Engineering, Lifecycle Services, and Business leaders to design customer surveys, analyze feedback, identify improvement opportunities, and develop executive dashboards that support data-driven decision-making.

This position provides a unique opportunity to gain experience in customer experience management, quality systems, data analytics, and business process improvement while working on high-impact initiatives that directly influence customer satisfaction and business performance.

In This Role, Your Responsibilities Will Be:

• Design and implement an Internal and External Customer Satisfaction Survey Framework.
• Develop and maintain a repeatable Voice of the Customer (VoC) process.
• Research customer experience measurement best practices and develop effective survey questions and methodologies.
• Design surveys for internal and external customers and assist with deployment and response collection.
• Analyze customer feedback and survey responses to identify trends, risks, recurring concerns, and improvement opportunities.
• Calculate, track, and report customer satisfaction metrics and key performance indicators.
• Conduct root-cause analysis and develop recommendations based on customer feedback and survey findings.
• Create dashboards, visual reports, and executive scorecards to communicate customer sentiment and business insights.
• Present findings and recommendations to quality and business leadership in a clear and actionable format.
• Support continuous improvement initiatives, including corrective and preventive actions driven by customer feedback.
• Document processes, findings, and recommendations to support long-term program sustainability.

Who You Are:

You readily take action on opportunities and challenges with a sense of urgency and enthusiasm. You create new and better ways for the organization to be successful by generating innovative ideas and applying creative thinking to solve problems. You adapt your approach and demeanor in real time to match shifting demands, priorities, and circumstances. You work cooperatively with others across the organization to achieve shared objectives and deliver results.

For This Role, You Will Need:

• Currently pursuing a Bachelor's or Master's degree in Business, Engineering, Quality Management, Data Analytics, Information Systems, Marketing, or a related field.
• Strong analytical, quantitative, and problem-solving skills.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite, including Microsoft Excel.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and work effectively in a collaborative team environment.
• Self-motivated with a curiosity for learning and continuous improvement.
• Legal authorization to work in the United States without current or future sponsorship for employment visa status.

Preferred Qualifications That Set You Apart:

• Experience with Power BI or other data visualization and reporting tools.
• Familiarity with survey platforms such as Microsoft Forms, Qualtrics, or SurveyMonkey.
• Experience creating dashboards, scorecards, or visual reports.
• Knowledge of basic statistical analysis techniques.
• Experience working with large datasets.
• Familiarity with customer satisfaction methodologies and Voice of the Customer (VoC) concepts.
• Understanding of customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Exposure to quality management, continuous improvement, or business process improvement methodologies.

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives because great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together, are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family's physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage. Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave, vacation, and holiday leave