Customer Experience Analytics Intern

Brief Description

About Us

At FreshDirect, we are reinventing the grocery experience.

Since day one, our mission has been simple: bring the best, freshest food directly from the farm to people’s homes — faster, fresher, and smarter than anyone else.

We’re not just a food company. We’re a technology-powered, customer-obsessed team building one of the most innovative end-to-end food supply chains in the industry. From proprietary routing systems to our state-of-the-art fulfillment center, every part of our business is designed to deliver unmatched quality, convenience, and care.

We partner directly with farmers, fishermen, and artisans to source the highest quality ingredients — then use smart data, automation, and logistics to deliver them at peak freshness.

It’s grocery shopping reimagined — and we’re just getting started.

If you’re passionate about innovation, care deeply about what people eat, and want to help build the future of food, we’d love to meet you.

The Role

FreshDirect's Data & Analytics team sits at the intersection of customer behavior, satisfaction, and business strategy. As a Customer Experience Analytics Intern, you'll work on real problems — not side projects — including NPS program analysis, survey data reporting, customer care performance tracking, and post-transaction experience measurement. You'll write production SQL, work in Python, and collaborate with customer care, CX, and operations teams who rely on data to improve the customer journey every day.

What You'll Do

• Support FreshDirect's multi-touchpoint NPS program — including post-transaction, post-delivery, and post-customer care surveys — by maintaining data pipelines, tracking response trends, and flagging anomalies.
• Analyze open-ended survey responses and customer feedback to surface themes, pain points, and improvement opportunities across the customer journey.
• Build and maintain Power BI dashboards to track customer satisfaction KPIs (NPS, CSAT, resolution rates) and enable data-driven decision-making across CX and operations teams.
• Assist in the design and methodology of customer surveys — including question structure, timing, segmentation logic, and normalization approaches.
• Collaborate with customer care teams to analyze support ticket data, identify resolution patterns, and quantify the impact of service interactions on downstream retention and satisfaction.
• Extract, clean, and transform structured datasets using SQL and Python to support CX reporting and ad hoc analysis requests.
• Translate analytical findings into concise, actionable insights and communicate them clearly to non-technical stakeholders.
• Bring a proactive, curious mindset — ask the next question, not just the one you were assigned.
  
  

Required

What You’ll Bring

• SQL proficiency — comfortable writing multi-table joins, aggregations, subqueries, and window functions independently.
• Python for data analysis (pandas, numpy) — clean, reproducible code in Jupyter or similar environments.
• Coursework or experience in statistics, data analysis, economics, psychology, or a related quantitative or social science discipline.
• Attention to data quality — you notice when numbers don't add up and you follow up.
  
  

Nice to Have

• Familiarity with NPS framework and survey research methodology.
• Exposure to text analytics, sentiment analysis, or qualitative data coding techniques.
• Experience with Power BI, Tableau, or Looker.
• Experience working with customer care or CRM data (ticketing systems, support platforms).
• Comfort with version control (Git) and collaborative working environments.
• Experience with e-commerce or transactional datasets at scale.
  
  

Our Values at FreshDirect

We live these values every day:

A Passion for our customers

Our customers are at the heart of everything we do. We listen, innovate, and act quickly to exceed expectations with every order and interaction.

One team, one mission

Everyone contributes & every role matters. We break silos, lift each other up, and share a relentless focus on delivering results. That way, we win together.

Delivering excellence, every time

We take pride in the quality of our food, service, and the experience we create. Our team goes above and beyond to earn trust and guarantee 100% freshness.

Act with integrity

We operate with honesty, respect, and accountability in how we treat our customers, teammates, and partners. We own our outcomes and always do what’s right, even when no one is watching.

Make fast, bold decisions

We challenge the status quo, embrace technology, and take smart risks to build a better future. At the same time, we stay true to our NYC roots and care for our community.

We love food. Yes, literally all of us.

What You’ll Love About Working Here

• A fast-paced, innovative environment where ideas turn into action
• Opportunities for growth — many of our leaders have risen through the ranks
• Direct impact on how thousands of customers experience food every day
  
  

Salary $23-$25 per hour

Total Rewards & Benefits

• Competitive compensation and comprehensive benefits
• PTO, Safe & Sick Time, and Paid Holidays
• Medical, Vision, Dental, and Voluntary Disability coverage
• 401(k) with employer match and Life Insurance
• State-of-the-art Bronx campus with on-site basketball court, cafeteria, and employee market
• Onsite FREE parking
• FREE employee shuttle bus service from nearby Subway station
• Training, leadership development, and tuition discount at local colleges
• 20% employee discount on FreshDirect online orders and Brooklyn wine store
• Minimum 50% employee discount at our onsite employee market
• Mobile phone discounts through partnerships with T-Mobile and Verizon