Summer Intern: Member Experience Insights Analyst

Member Experience & Design Intern

Independence Blue Cross

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Blue Cross — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.

At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!

About The Department:

The Member Experience Measurement & Design team is responsible for understanding, measuring, and improving the experiences members have across digital, service, and operational touchpoints. The team serves as the voice of the member by combining customer feedback, behavioral analytics, journey insights, and business data to identify opportunities that improve satisfaction, trust, ease of use, and overall member outcomes. The team's primary responsibilities include: Collecting and analyzing member feedback through Voice of Customer programs, surveys, and experience measurement platforms. Monitoring key experience metrics such as NPS, CSAT, digital satisfaction, member effort, and adoption of self-service tools. Identifying member pain points and opportunities through analytics, research, journey mapping, and digital behavior analysis. Providing actionable insights and recommendations that help improve member experiences across digital channels, customer service interactions, and business processes. Measuring the impact and business value of experience improvements through reporting, dashboards, ROI analysis, and performance tracking. Partnering with cross-functional teams including Digital, Product, Operations, Customer Service, Marketing, and Technology to ensure member needs are incorporated into decision-making and solution design. The team contributes to the organization's goals by helping drive member-centric decision-making, increasing digital adoption, improving customer satisfaction and loyalty, reducing friction and effort, identifying cost-saving opportunities, and ensuring investments in member experience generate measurable value for both members and the business. Through a combination of analytics, research, and strategic insight, the team helps create experiences that are easier, more effective, and more personalized for members while supporting operational efficiency and organizational growth.

Job Description:

The Member Experience Insights Intern will support the Member Experience team in transforming member feedback, digital experience data, and operational insights into actionable recommendations that improve the health plan member experience. This role provides hands-on exposure to customer experience (CX), Voice of Customer analytics, digital experience measurement, reporting, and business process improvement. The intern will work closely with analysts and experience professionals to help identify emerging trends, uncover member pain points, support operational improvements, and contribute to data-driven decision making across the organization.

Key responsibilities may include:

·       Assist with Medallia text analytics and topic tagging to identify emerging member experience trends and opportunities.

·       Support monthly reporting and alerts process.

·       Help analyze survey and digital experience data to uncover insights and actionable recommendations.

·       Support simple operational improvement activities