What are the responsibilities and job description for the Customer Experience Strategic Research Intern - Seattle City Light position at City of Seattle?
Position Description
Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.
The Customer Experience Division within Customer Care and Energy Solutions is focused on improving the customer experience, advocating for customer needs, and identifying strategic opportunities to enhance products and services. The Customer Experience Team is responsible for bringing the voice of the customer to the work of the utility to support the design and implementation of low effort, simple, and equitable experiences.
The Customer Experience Strategic Research and Data Intern will report to the Customer Experience Manager. The work completed by this undergraduate student will directly support City Light’s Strategic Plan and Customers First Value. The intern will be responsible for supporting the implementation of the Voice of the Customer program and other related ongoing and future customer research projects. This includes working with staff to build, curate, and socialize a customer research library; support development of quarterly internal reporting on key customer metrics, and analyzing journey-specific data for specific improvement efforts. Additionally, this intern will support analysis of customer insights (data and metrics) from a variety of sources both for ongoing projects and ad hoc requests from around the utility.
Learning Objectives:
Job Responsibilities/ Project(s) Scope:
Required Qualifications:
Undergraduate students will need to maintain a 2.0 GPA or above throughout the internship.
Areas of Study
You will be successful if you have the following experience, skills, and abilities:
Additional Information
The full salary range for this position is $21.78 to $21.78 per hour.
Application Process
To complete your application, submit the online form with the following attachments:
Internship Duration and Hours: Year-long: The timeframe of this internship will be one year in duration, with either a May (semester schools) or June (quarter schools) 2025 start date. Working hours are up to 40 per week during the summer, and a max of 20 per week during the academic year.
Interns must have a Washington State address and live in Washington State at the time of hire and for the duration of their employment.
Benefits: Interns do not receive benefits but can obtain a subsidized ORCA pass and accrue sick time that can be used after 90 days of employment.
Background Check: Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.
Who May Apply: This position is open to all candidates that meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA , people with disabilities, veterans, and those with diverse life experiences. Want to know more about Seattle City Light? Check out our web page: https://www.seattle.gov/city-light/about-us/careers.
Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.
The Customer Experience Division within Customer Care and Energy Solutions is focused on improving the customer experience, advocating for customer needs, and identifying strategic opportunities to enhance products and services. The Customer Experience Team is responsible for bringing the voice of the customer to the work of the utility to support the design and implementation of low effort, simple, and equitable experiences.
The Customer Experience Strategic Research and Data Intern will report to the Customer Experience Manager. The work completed by this undergraduate student will directly support City Light’s Strategic Plan and Customers First Value. The intern will be responsible for supporting the implementation of the Voice of the Customer program and other related ongoing and future customer research projects. This includes working with staff to build, curate, and socialize a customer research library; support development of quarterly internal reporting on key customer metrics, and analyzing journey-specific data for specific improvement efforts. Additionally, this intern will support analysis of customer insights (data and metrics) from a variety of sources both for ongoing projects and ad hoc requests from around the utility.
Learning Objectives:
- Customer & User Experience Best practices- theory and implementation
- Customer insights data collection, analysis, and cataloguing methods
- Research design and deployment
- Memo and recommendation development and writing
Job Responsibilities/ Project(s) Scope:
- Customer Research Library curation support: build file and organizational structures, collect and categorize existing data & research, support ongoing Maintenance of library as new research is completed.
- Support development, planning, and execution of in-house and consultant-led research projects (such as surveys, interviews, or focus groups).
- Review, organize, and participate in formal customer survey work, including crafting survey objectives, questions, and audiences.
- Provide data analysis of customer research results (survey results, customer feedback, and benchmarks) to produce strategic recommendations for areas of improvement.
- Partner with other business units, City of Seattle departments, and communities to complete work assignments and build trust.
Required Qualifications:
Undergraduate students will need to maintain a 2.0 GPA or above throughout the internship.
Areas of Study
- Enrolled in an accredited certificate, 2-year or 4-year undergraduate program during their internship.
- Enrolled in an academic program with focus on Public Policy, Business, Marketing, Communications, Informatics, Experience or Human-centered Design, Technology, or related field.
You will be successful if you have the following experience, skills, and abilities:
- Excellent verbal and written communication skills
- Organizational and time-management skills
- Experience using Microsoft Word, PowerPoint, Forms, Outlook, SharePoint, and Teams
- Coursework related to user-centered design and/or user-experience
- Excellent interpersonal skills
- Ability to work independently under general guidance
- Strong attention to detail
Additional Information
The full salary range for this position is $21.78 to $21.78 per hour.
Application Process
To complete your application, submit the online form with the following attachments:
- Resume
- Cover letter explaining how your coursework, activities, and experience qualify you for this internship.
- Your unofficial transcript - including current coursework, next term registration (if available at the time of application), and cumulative GPA.
Internship Duration and Hours: Year-long: The timeframe of this internship will be one year in duration, with either a May (semester schools) or June (quarter schools) 2025 start date. Working hours are up to 40 per week during the summer, and a max of 20 per week during the academic year.
Interns must have a Washington State address and live in Washington State at the time of hire and for the duration of their employment.
Benefits: Interns do not receive benefits but can obtain a subsidized ORCA pass and accrue sick time that can be used after 90 days of employment.
Background Check: Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.
Who May Apply: This position is open to all candidates that meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA , people with disabilities, veterans, and those with diverse life experiences. Want to know more about Seattle City Light? Check out our web page: https://www.seattle.gov/city-light/about-us/careers.
Salary : $22
