Spring Virtual Intern - CX Learning & Development

Job Description

As the CX Spring Intern | Learning & Development, you’ll join a collaborative Customer Experience Learning & Development team responsible for delivering best-in-class support to our HBO Max customers. The ways we work are governed by the following evergreen principles:

Create a learning environment that nurtures customer advocacy and ignites a passion for continuous improvement of our customer experience.

Provide the support team with effective tools and resources for learning beyond the classroom.

The Job

As a CX Learning & Development Intern, you will have a role in delivering the best possible learning experience for our frontline advocates and empower them to help customers feel at home with HBO Max. You will have the opportunity to work closely with the extended Learning & Development team to co-facilitate live web-based training classes that are high energy, engaging and learning centric.

The Daily

Responsibilities will include, but not be limited to:
• Support the Learning & Development Team in training activities, such as logistics preparation, trainee/trainer support, training registration and feedback.
• Co-Facilitate live web-based training sessions that support new launches, refreshers, and other training initiatives
• Collaborate with the Learning & Development team in creating video/audio training modules
• Coordinate the roll out of knowledge checks, training modules and training survey post training
• Assist in analyzing the effectiveness of learning and development programs to create a culture of continuous development
• Continuously review diverse CX feedback and performance metrics sources to identify opportunities and prepare recommendations to improve our end-to-end L&D efforts, as well as develop new solutions
• Be an active participant in support channel calibrations
• Opportunity to create and drive progress on a holistic Spring internship project focused on an area of CX need, including (but not limited to):
• Identify the top effective support tools and training approaches that help with information retention
• Review and propose a Power Save incentive program to build agent confidence and engagement to increase save rates

The Essentials

Ideal candidates will:
• H a v e i n t e r e s t s i n p e o p l e d e v e l o p m e n t .
• H a v e g o o d c o m m u n i c a t i o n s k i l l s i n E n g l i s h . S p a n i s h i s a p l u s.
• B e w e l l - o r g a n i z e d , p r o a c t i v e ,
o p e n - m i n d e d , h i g h l y r e s p o n s i b l e a n d s u p p o r t i v e.
• P a s s i o n f o r u n d e r s t a n d i n g a n d b u i l d i n g a b e s t - i n - c l a s s c u s t o m e r e x p e r i e n c e.

Internship Program
• Students must be currently enrolled in a college degree program for the full duration of the internship
• Spring 2022 program dates are January 24th - April 15th; must be available for full program duration
• Part-time schedule (16-24 hours/week) designed to work around class schedule
• Company-issued computer provided for the duration of the internship program.
• Competitive salary; relocation is not provided
• Hands-on work with passionate, talented team members in your field
• Networking opportunities with industry-leading professionals
• Engaging events including executive speakers sessions, professional development workshops, and more

Jobcode: Reference SBJ-r7kkmk-3-138-125-2-42 in your application.