At Samsung we work hard – every day. Our interns are pushed to discover their true potential. For those who are comfortable with the uncomfortable, Samsung is a place of endless learning. Interns take real-world business problems and lead the charge on formulating creative solutions. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are endless!
Our structured program prepares every intern for success by allowing them to fully integrate into our dynamic culture and contribute their creative and innovative ideas. Interns use what they learn in the classroom and apply their studies at Samsung for real-world experience. This program delivers opportunities for both undergraduate and graduate students to impact change in high-growth areas of our business. Where others see chaos, we see opportunity.
Samsung’s internship program has consecutively been ranked as one of the Top 100 Internship Programs by WayUp three years in a row and received 4.7 out 5 stars on Glassdoor. Our North American headquarters offers:
- Competitive compensation, subsidized cafeteria, and transportation assistance
- Executive Lunch & Learns
- Project-based work
- End of program presentations to our CEOs and senior leadership
- Social activities
- Corporate responsibility activities
Apply today and find out why Achievers ranked Samsung as one of the Top 50 Most Engaged Employers year after year. Push yourself to discover your true potential and join Samsung as a 2020 summer intern.
Role and Responsibilities
Your efforts will contribute to our Care Reporting & Analytics purpose to continuously seek for excellence towards Customer Satisfaction by partnering with other Care functions to improve efficiency through data driven decisions and root cause analysis.
In this role, you will be part of a multi-disciplinary team consisting of business-facing analysts and Big Data engineers, contributing toward the expansion of the Analytics culture / tools / methodology across the Care organization so that they can become independent but aligned with the Analytics Framework.
Further, you will help our team correlate Customer Experience metrics with operational data to identify areas of improvement within Customer Care using statistical analysis. Customer Experience data is currently captured via a third party platform called Medallia. In this role, you will identify opportunities to improve our overall customer satisfaction by leveraging upon the Medallia Customer Experience results and operational data, with a specific focus on our Care Digital channels (Samsung.com/support, Digital Service Request, Digital Content, Social Media support, Chat support, messaging support, communities) and the impact on the customer journey across different Care Channels (Contact Center and Repair Operations). You will also share the results with operational teams and leadership using strong visualizations skills.
During this journey, you will also have the chance to work with our Big Data engineers to connect the dots between different functions (Contact Center, Digital Service, Field Repair Service) and data types (operational vs. Customer Experience) to provide a fully integrated, cross-functional, data driven picture.
Support the Reporting & Analytics team in execution of delegated tasks
Analyze large sets of customer survey and operational data by leveraging the Big Data platform
Work with business stakeholders to determine the best way to visualize their data needs
Identify key drivers impacting customer´s satisfaction, specifically on Care Digital channels
Skills and Qualifications
Background, Experience & Qualifications:
B.S. or B.A
Solid analytical skills with experience in root cause analysis
Advanced skills with MS Excel
Ability to run SQL queries
Experience with R and Six Sigma approach
Experience with Data Visualization tools (e.g. Tableau)
Basic understanding or Strong interest in Digital customer experience
Experience in web analytics using Adobe Analytics preferred
Systems familiarity in SAP, CRM and call management tools a plus
Knowledge of Medallia customer feedback management solution a plus
MBA a plus