Customer Experience and Transformation Intern – Summer 2027

Location: Addison, TX; Montpelier, VT Department: 2344 - 8168700

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 E