Summer 2024-Product Development Customer Experience (PD&CX) Intern- 90367213 - Washington

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

SUMMARY:
The Product Development Customer Experience (PD&CX) Intern position is an exciting opportunity for customer-focused student ready to drive real tangible change.  This position will be a key contributor helping to improve the customer experience and attract new customers.  The role requires interpersonal skills, communication and a creative mindset to think ‘outside the box’.

The position will support the PD&CX team in its various projects to improve the customer experience at Amtrak. The PD&CX team’s work spans the entire customer journey, including pre-trip, in station, and onboard experience, across Amtrak’s three service lines (Northeast Corridor, Long Distance, and State Supported). The position is responsible for analyzing and determining the feasibility of new products or service offerings or making changes to existing offerings to improve the customer experience. 

This position works under the direction of the Manager of Product Development & Customer Experience.

ESSENTIAL FUNCTIONS:

• Review published research reports to identify gaps in the market and opportunity for product development 
• Analyze Amtrak’s own products and those of competitors, comparing performance and features with current market requirements
• Assists with customer survey design for upcoming or current projects
• Analyzes customer survey feedback to extract trends and provide recommendations for product or service improvements
• Identify and monitor sources of information on competitors
• Monitoring social networks and product review sites providing information on customers’ attitudes towards competitors and their products
• Highlight features that achieve high ratings on product review sites or social networks to help identify priorities for product management
• Must have experience and aptitude to do detailed data analysis for various tasks
• Analyze new projects to determine feasibility of project from a revenue and/or ridership standpoint. Must have strong data analytic skills

MINIMUM QUALIFICATIONS:

• Skilled in PowerPoint, Microsoft Word, and Excel
• Must be actively pursuing a degree at an accredited educational institution. 
• Must be actively pursuing an undergraduate degree in Hospitality Management, Marketing, Business Management, Business Administration, and/or related business field 
• Must have at least 1 year of academic undergraduate studies completed or a sophomore status at minimum, junior status or higher preferred. 
• Must have a cumulative GPA of 2.8 or higher

PREFERRED QUALIFICATIONS:

• Customer service experience
• Transportation industry experience
• Customer Food and Beverage experience
• Ability to demonstrate critical thinking and complex problem-solving abilities.
• Ability to create drafts of management level presentations.
• Excellent interpersonal and organizational skills.
• Strong written and verbal communication skills
• Self-starter who initiates actions and follows up to get results; conscientious with consistent attention to detail and quality. 

COMMUNICATION AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills

The hourly range is $17.50 per hour - $35.00 per hour. Pay is based on factors including school year, program of study, etc.  In addition, paid internships include Amtrak rail pass privileges as a part of the experience along with one (1) PTO day per academic year.

Please be advised that the Summer 2024 internship program will run from May 20th - August 9th.
 

Requisition ID:160395
Posting Location(s):District of Columbia; Maryland; Virginia
Job Family/Function:Customer Service 
Relocation Offered:No 
Travel Requirements:0 - 5% 
 

You power our progress through your performance.
 

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions. 

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen. 

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.  

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses. 

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.