Intern, Customer Experience Analyst

As an independent group of companies, the BMW Group has a commitment to creativity and breakthrough ideas that goes well beyond the racetrack. In order to continuously create ultimate driving machines, we drive our growth and design excellence by staffing our teams with individuals who are innovative and always looking for the next great idea. If you share our vision and view yourself as an independent, creative thinker, we invite you to join our team in this exceptional role located in Woodcliff Lake, NJ.

This is a full-time internship position for our Spring Rotation, from January 13, 2025 through May 16, 2025 in Woodcliff Lake, NJ.

The person chosen for this role will support the Customer Intelligence team in their objective to provide a premium customer experience and support internal stakeholder and external dealers in doing so.  They will assist the team to continuously improve the Voice of the Customer (VOC) program and expand it to additional touchpoints within the customer journey. They will also manage identifying, recommending, and resolving root causes to improve overall customer satisfactions measured by Net Promoters Score (NPS) and Overall Satisfaction (OSAT) metrics. Also assist in the improvement and expansion of the text analytics model to cover additional touchpoints. The most critical aspect of this role is to provide prompt and accurate support to our very large user base when they contact us for assistance.

Key Responsibilities:

• Collaborate on our 2024/2025 projects (including new potential touchpoint survey additions, BMW VOCI enhancement, MINI VOCI development, training material and video creation, text analytics, AI tool expansion, etc.), BMW VOCI development, VOCI expansion, etc.)

• Support dealerships, area teams and be flexible support any critical business initiatives that arise

• Provide accurate analysis and support in producing periodic insight reports to our executive team

• VOC Support for the dealers and corporate users

• Building of Qualtrics Dashboards and refining text analytic models  

Requirements:

• Currently enrolled in a bachelor or master’s degree program at an accredited college or university 

• Possess a minimum cumulative GPA of 3.0 (not just in major)

• Have completed at least 30 college credit hours at time of application 

• Field of study: Business, Business Analytics or other related fields

• Must attach a copy of college unofficial transcript

• Ability to work full-time (36.25 hours/week)

• Prior BMW Group experience (applicable to international J1 students only)

• Data-knowledge/experience and proficiency in analytical thinking

• Full Microsoft Office proficiency, especially Excel and PowerPoint

• Exceptional interpersonal and communication skills – both written and verbal – and active listening skills

• Strong project management capabilities; organized with high attention to detail

• Committed to constant improvement and performance

• Experience in providing support to stakeholders, either internal customers or external partners

Preferences:

Knowledge of survey and business intelligence reporting tools i.e Qualtrics or equivalent, preferred

Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:

• Medical Insurance

  • All with options for $0 Employee contribution

• Paid Time Off in addition to Company paid holidays where eligible

• Hybrid work environment

• Intern Vehicle Lease Program

The hourly rate for Undergraduate students is $25.30

The hourly rate for Graduate students is $32.20

The selected student's academic level will be used to determine the final pay rate. This statement is in accordance with state and local pay disclosure requirements. 

Even more so than the generous compensation and benefits, the culture and values of Shared Services make it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.