Customer Experience Analyst Intern – Summer 2023
Rocket Central is a centralized hub that delivers thoughtful and innovative solutions for Rocket Companies®. We are the center of operations, technology, marketing, HR, legal, strategy and more that propels our companies forward. Here, we’ll give you the opportunity to launch your career and work with various companies, spanning multiple industries from fintech, to auto and real estate. We offer you the tools you’ll need to succeed, no matter what stage you’re at in your career. You’ll be able to master your craft here by working on complex problems in a collaborative culture and challenging yourself to make a real impact.
Apply today to see all that Rocket Central has to offer!
Minimum Qualifications
- Bachelor’s degree in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field
Preferred Qualifications
- Master’s degree in human-computer interaction (HCI), mathematics, statistics, computer science, business or related field
- Knowledge of quantitative research activities, such as survey design and governance, sentiment analysis, clickstream analysis and statistical analysis
- Knowledge of querying, joining and manipulating raw data for analysis
- Knowledge of web analytics and survey tools, such as Qualtrics, Adobe Analytics or Fullstory
- Knowledge of data visualization tools, such as PowerBI or Tableau
- Understanding of the mortgage or financial services industry (fintech)
Job Summary
As a Customer Experience (CX) Analyst Intern, you'll be developing your skills and assist with analyzing data from product, business operations and customer sentiment to plan and execute creative studies that inform strategic decisions in your business area. You'll provide actionable insights and recommendations through newsletter updates, informative dashboards and presentations to a diverse group of stakeholders. As champions of the discipline, you'll engage and support a culture of research and continuous learning across the organization.
Responsibilities
- Support management of the Voice of the Customer program, bringing awareness to our strengths and opportunities throughout the customer journey
- Assist with monitoring and analyzing digital experience metrics, with an emphasis on customer sentiment, engagement, adoption, retention and task success
- Help analyze structured and unstructured data from multiple sources, such as Voice of the Customer surveys, call transcriptions, chat logs and product analytics
- Assist with designing accessible reports and dashboards to provide customer insights and inform decision-making
- Assist with estimation and prioritization of research opportunities for a supported business area
- Gather and synthesize research findings into actionable insights, packaged and delivered in accordance with audience needs and priorities
Benefits and Perks
Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.
Who We Are
Rocket Companies® is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate, automotive and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. We’re passionate about the work we do, and it shows. We’ve been ranked #1 for Fortune’s Best Large Workplaces in Financial Services and Insurance List in 2022, named #5 on People Magazine’s Companies That Care List in 2022 and recognized as #7 on Fortune’s list of the 100 Best Companies to Work For in 2022.
Disclaimer
This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.
We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members. Employment decisions, including hiring decisions, are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law.
Colorado, New York City, California, and Washington Candidates Only. The pay range for this position is approximately eleven dollars per hour to twenty-five dollars per hour. The position may also be eligible for other employment-related benefits including, but not limited to, medical, dental, and vision benefits, 401K retirement plan, and paid-time off. More information regarding these benefits and others can be found here. The information regarding compensation and other benefits included in this paragraph is only an estimate and is subject to revision from time to time as the Company, in its sole and exclusive discretion, deems appropriate. The Company may determine during its review of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position.