Customer Experience Business Intelligence Intern (Summer 2024)

At Pair Eyewear, we're building the largest global eyecare company in the world focused on bringing personalization to the end to end eyecare experience, starting with your glasses. We've developed the first personalized eyewear brand where glasses can be an extension of your personality, mood, and interests. With funding from leading venture capitalists in the consumer space, partnerships in the entertainment, sports, and fashion arenas, and a team of passionate individuals, we're on a mission to completely revolutionize the eyewear industry. We're excited that we already have the support of Good Morning America, The Today Show, Oprah Magazine, CNN, and Forbes helping us share our story.
Pair Eyewear's 10-week internship program is designed to be a dynamic and immersive experience. Interns will gain valuable skills, insights into the eyewear industry, and potential pathways for future career opportunities within our organization. We look forward to a summer of collaboration, innovation, and growth!
Pair Eyewear is seeking a Customer Experience Business Intelligence Intern to join our team for the summer. As a Customer Experience Business Intelligence Intern, you'll act as a creative problem solver for the organization, directly impacting the Pair customer journey. This internship offers the opportunity to conduct routine reporting, perform ad hoc analyses, and collaborate with CX Leadership to investigate trends and changes within the business.
Location: New York, NY
Duration: 10 weeks (June 3rd - August 9th)
Hourly Rate: $20/hr
What You'll Do:
As a valued member of our team, you will:

• Drive continuous improvement and serve as creative problem solver for the organization which directly supports the Pair customer journey.

• Conduct routine reporting (daily, weekly, monthly) as well as various ad hoc analysis to help Pair CX Leadership investigate trends and changes within the business.

• Synthesize weekly quality driven results and performance metrics by developing dashboards and scorecards.
• Work closely with stakeholders to gather and document business requirements for CX initiatives, ensuring alignment with organizational goals.
• Partner with Workforce Management Forecaster to monitor intraday queue reporting.
• Support Pair Voice of the Customer (VOC) efforts by conducting deep dive analysis of Pair's inbound contacts and tagging reporting .
• Term Project:
• The CX-BI Intern will be responsible for creating a customer insight analysis to be presented to CX Leadership upon completion of internship. This report will run in tandem with the CX Leadership development of VOC. Insight analytics will focus specifically on top reasons for inbound contacts across channels and platforms. This reporting should support actionable progress towards improving fidelity of inbound tagging and negative contact mitigation strategy.

Who You Are:
We are seeking an individual who embodies the following qualities:

• Analytical individual with a desire to improve business processes and performance.
• Experience in and comfortable using large data sets to synthesize actionable insights.
• Strong Excel skills.

Need to Have:

• Actively enrolled in a U.S. college or university, a recent graduate within the last 6 months, or a career changer.
• Able to work on-site at the office in Manhattan at least two days per week.
• Availability for a 10-week summer internship (June 3rd - August 9th).

Nice to Have:

• Coursework or experience in Business Intelligence or data analytics.
• Familiarity with Customer Experience or contact center operations.
• Experience with dashboard development and scorecard creation

Why You'll Love Interning at Pair:

• Hands-on experience in an innovative startup environment.
• Opportunity to work on meaningful projects that directly impact the company and its customers.
• Exposure to industry-leading practices in continuous improvement and operational excellence.
• Mentorship from experienced professionals in the field of Customer Experience and Operations.
• Networking opportunities within Pair Eyewear and with external partners.

Pair is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of actual or perceived age, ancestry, citizenship, color, disability, familial status, family responsibilities, gender identity/expression, genetic information, marital status, matriculation, national origin, personal appearance, political affiliation, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, socioeconomic status, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.