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Customer Insights & Service Strategy Internship – Summer 2018

Thomson Reuters Exception 1/13/2018 5:55:28 PM Eagan, MN United States of America
Job Description

As an Intern, you will be responsible for working directly with the Manager of Customer Insights & Service Strategy to help understand customer survey results and identify areas of improvement surrounding customer satisfaction, business processes and the overall customer service industry.

You will spend 1-2 weeks on a variety of projects, each of which has a research/analysis component as well as a presentation of results and findings. You will examine large amounts of data and information to find opportunities for continuous improvement while also thinking about overall customer support goals within the Legal organization.

Responsibilities:

Customer Survey Analysis:

  • Review and understand past and ongoing customer survey results in order to identify opportunities for improving customer satisfaction. This may include coding pulse survey results or providing customer journey representation of different common customer experiences
  • Build and present opportunities from survey results to Training Team and Customer Support Leadership

Business Process Review:

  • Organize and review gaps, roadblocks, increased effort based on business process identified by the Training and Quality Team in three departments: Customer Service, Reference Attorney and Technical Support
  • Develop a prioritization structure to assist in addressing opportunities to improve business and training processes within the Customer Support organization, such as utilizing / crafting system rules to help prioritize opportunities of improvement

Customer Service Research:

  • Summarize external papers, research and works that present new, changing or innovative ideas related to the overall customer service industry including research of websites, reputable blogs and other publications that focus on contact centers and customer service
  • Outline and share results with Training Team and Customer Support Leadership, where appropriate, by providing reporting measures and metrics

Skills & Profile:

  • Ability to analyze and summarize data
  • Strong interpersonal skills, including excellent written and verbal communication skills
  • Excellent research skills
  • Ability to build and execute a project plan in a timely manner
  • High attention to detail
  • Creative problem solving skills
  • Ability to quickly learn new programs and technologies

Qualifications:

  • Current college student pursuing a business-related degree, having obtained sophomore status
  • Coursework completed in Marketing, Management Information Systems (MIS), Business Analytics, Business Administration or Business Communication
  • Strong computer abilities, including use of Microsoft Office products: Word, Excel, PowerPoint, and Outlook highly preferred

++ This summer internship requires a full-time commitment from late May/early June through mid- to late August, with a potential opportunity to extend into the fall and spring. Thomson Reuters will not sponsor applicants for work visas for this position now or in the future. ++

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.



Locations
Eagan-Minnesota-United States of America
Req #: JREQ097807
Locations: Eagan-Minnesota-United States of America
Job Function: Exception
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