Intern, Customer Experience

What You Will Be Working On

The Customer Experience Unit (CEU) is the first point of contact for PhillipCapital clients, delivering exceptional service across multiple channels while continuously improving the customer journey. Beyond handling customer enquiries, the team is 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 work alongside various business units to enhance operational efficiency and help shape the future of customer servicing.

In This Role, You Will:

• 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, including 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.

What We Are Looking For

We are looking for individuals who are 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 for you.

• 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 attention to detail.
• 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 managing multiple priorities.
• Familiarity with customer journey mapping, service design, process improvement, Agile methodologies, or data analytics is an advantage.
• Experience with Microsoft Power BI, Excel, AI tools, Power Automate, Copilot, or workflow automation platforms will be a plus.
• A proactive mindset with a willingness to learn, innovate, and contribute ideas that improve customer experience.

If you are looking for an environment of growth and opportunities, please write in with a detailed resume stating the position applied and expected salaries to the HR department via [email protected].

We regret that only shortlisted candidates will be notified.

Brought to you by Phillip Securities Pte Ltd (A member of PhillipCapital)