Intern, Customer Experience

CEU Intern

The Customer Experience Unit (CEU) serves as the first point of contact for PhillipCapital clients, committed to delivering exceptional service across multiple channels while constantly improving the customer journey. The team is actively driving digital transformation through AI, automation, and process improvement initiatives to create a faster, smarter, and more seamless client experience. As a CEU Intern, you will gain hands-on experience in customer experience management, service operations, AI adoption, business process improvement, and digital transformation. You will collaborate across various business units to enhance operational efficiency and help shape the future of customer servicing.

Responsibilities

• Support the Customer Experience team in handling client enquiries across phone, email, and digital channels.
• Analyse customer interactions to identify trends, recurring issues, and opportunities for service improvement.
• Participate in AI and automation initiatives, including chatbot enhancements, AI voice agents, workflow automation, and knowledge management solutions.
• Review and map customer journeys to identify pain points and recommend improvements that enhance the overall client experience.
• Assist in documenting knowledge articles and service guidelines.
• Conduct User Acceptance Testing (UAT) for new customer service tools, digital enhancements, and AI solutions.
• Support customer communication initiatives, such as FAQs, email templates, educational content, and service announcements.
• Collaborate with IT, Operations, Compliance, Marketing, and Product teams to improve customer servicing processes.
• Research emerging customer experience technologies and AI solutions that can enhance operational efficiency and client satisfaction.

Qualifications and Requirements

We are seeking individuals passionate about delivering excellent customer experiences and leveraging technology to solve business problems. If you enjoy understanding customer needs, analysing processes, and finding innovative solutions, this internship is ideal for you.

Required Profile

• Currently pursuing a Bachelor’s Degree in Business, Information Systems, Information Technology, Data Analytics, Communications, Marketing, Psychology, or a related discipline.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Demonstrated passion for customer experience, digital transformation, AI, and process improvement.
• Excellent verbal and written communication skills.
• Ability to work collaboratively in a fast-paced environment while effectively managing multiple priorities.

Advantageous Skills

• Familiarity with customer journey mapping, service design, process improvement, Agile methodologies, or data analytics.
• Experience with Microsoft Power BI, Excel, AI tools, Power Automate, Copilot, or workflow automation platforms.

A proactive mindset with a willingness to learn, innovate, and contribute ideas that improve the customer experience is essential.

If you are seeking an environment of growth and opportunity, please submit a detailed resume to the HR department via recruitment@phillip.com.sg, stating the position applied for and expected salary. We thank you for your interest; only shortlisted candidates will be notified.