What are the responsibilities and job description for the 2026 Summer Intern - Service Design and Customer Experience position at BCBSM Career Section?
The Internship Program at BCBSM is designed to enhance the skills and abilities of young professionals as well as to identify and attract future talent for our organization. Interns will gain practical hands-on work experience as well as a solid understanding of the health insurance industry. Our program is an excellent way for interns to get a good start on their careers by working on meaningful projects, learning valuable skills, and networking with employees throughout our organization, which could potentially allow interns to build a future career at BCBSM.
- Assist in preparing information and research materials to identify business problems, offer recommendations and assist
management with implementation of solutions. - Support leaders on projects designed to enhance the overall efficiency and effectiveness of the organization.
- Develop and maintain a solid understanding of BCBSM business, products, programs, data, organizational structure, controls, research.
- Analyze business goals, objectives, and needs within the organization.
- Participate in networking events with BCBSM leaders and other interns.
- Engage in volunteer activities/community outreach to build knowledge of our communities and customers.
- Participate in department meetings and events (i.e. monthly Diversity and Inclusion events, department wide team
building events, weekly meetings to ensure team alignment, etc.).
QUALIFICATIONS
- Current undergraduate or graduate student with a 3.0 GPA or higher required.
- Interns must be enrolled in a college/university or a Master’s/PhD program for the duration of the internship.
- Effective verbal, written communication and interpersonal skills.
- Strong analytical skills with the ability to work independently and as a member of a team.
- Excellent organizational skills to deal with multiple projects and priorities.
- Responsible for maintaining confidential information to the highest degree.
- Proficient in Microsoft Office suites and applicable BCBSM systems.
- Ability to develop and maintain effective working relationships.
Departmental Summary
Join our Experience Transformation team to help identify, assess, recommend and document member experience improvements. As a health plan service provider, we do not have a tangible product. Our members and customers experience the health plan service through interactions with touchpoints (e.g., enrollment materials, health plan benefits and coverage documentation, claims and related servicing notices and statements) and across all channels (e.g., paper, digital, call center, in-person).
This work will include parts or all the following:
- Assessing voice of the customer data to identify what is working or not working across the member experience across all stages and steps of the member journey
- Assessing member interactions across touchpoints and channels to identify opportunities for improvement by either redesigning or reconfiguring the interactions
- Assessing the back office and operational supports and barriers to the member experience
- Documenting and developing current state and future state service maps and blueprints
- Prototyping conceptual solutions and concepts to help validate with members and stakeholders to ensure success. Prototypes may be visual illustrations to help demonstrate changes to the process, channels or touchpoints.
- Identifying and developing – when needed – standards, guidelines and job aids that will inform and support the hand off to business and operational areas for implementation across the enterprise
- Supporting the maintenance and editing of the SharePoint plain language and do not use list glossary
Preferred Qualifications
- Rising junior, or rising senior in 4-year university degree
- Majoring in Systems Engineering, Organizational and operational dynamics, human factors and interactions design, service design, or related subjects
- Ability to think empathetically: What do we want the members to know? What do we want the members to do?
- Ability to describe and visualize service maps that document the interactions, flow, and inter-dependences between member interaction’s and supporting back off processes
- Familiarity with SharePoint, Figma, Miro, Mural and other similar tools
- Ability to work in SharePoint, editing, publishing, programming.