(#R24_0000001758) Digital CX Intern

As the largest pureplay adhesives company in the world, H.B. Fuller’s (NYSE: FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2023 revenue of $3.5 billion, our mission to Connect What Matters is brought to life by more than 7,000 global team members who collaborate with customers across more than 30 market segments in over 140 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets.

What you can expect from H.B. Fuller's Internship Program:

You’ll be joining a cohort of talented students from a variety of schools across the U.S. We hire interns into the following positions: Process Engineering, R&D, Strategic Sourcing, Technical Sales, Supply Chain, Product Marketing, Information Technology, and more.  

The projects we task our interns to lead are impactful and meaningful to our organization. You’ll be supported by your Manager and Mentor to gain in-depth knowledge of the adhesive industry and collaborate with various departments and functions. We also offer an established path for next-level opportunities - making this internship the starting point for a long-term career path.

Internship Location: St. Paul, MN

Our Internship Experience includes:

• 12-week paid program beginning the end of May to mid-August to gain insight and knowledge in your field.
• Interactive orientation and events with skilled professionals in your field, including managers, directors, and CEO.
• Multiple networking, volunteer and fun events – both virtual and in-person.
• Impactful projects that make a difference internally and externally for H.B. Fuller.
• End of summer final presentation to showcase your career development with support from managers and peers.

Position Overview: 
We are seeking detail-oriented intern with excellent communication and organization skills to join our team for a special project focused on updating our customer journey maps and personas. This role involves conducting internal stakeholder interviews and coordinating and conducting 30 customer interviews, one for each market segment. 

Primary Duties:

• The Digital Customer Experience Intern will work in three primary areas: digital marketing, customer experience, and online customer support. The intern will support the Digital Customer Experience team’s efforts to identify and launch entirely new ways for H.B. Fuller to engage with its customers – leveraging high tech to enable high touch interactions with customers. In these areas, the intern will support the following on a day-to-day basis: 
• Work closely with global Customer Service teams to assist with service automation projects 
• Conduct internal stakeholder interviews to gather insights and information. 
• Coordinate and schedule 30 customer interviews, ensuring representation from each market segment. 
• Conduct customer interviews, gathering qualitative and quantitative data. 
• Analyze interview data and integrate findings into updated customer journey maps and personas. 
• Review and apply NPS survey data from most recent survey. 
• Update existing customer journey maps and personas to reflect current market insights. 
• Evaluate progress towards future state service blueprints. 
• Collaborate with former project core team member and customer experience team to ensure alignment and accuracy of updates. 
• Prepare and present findings to VP of Digital Customer Experience. 

Minimum Requirements:

• Current enrollment in an associates/ bachelor’s degree program  
• High proficiency with a range of computer systems and tools 
• Prior internship experience a plus 
• Must be detailed oriented, and able to be a self-starter in order to complete projects with ability to work independently and as part of a team 
• Strong communication and interpersonal skills 
• Ability to conduct qualitative research and analyze data 
• Detail-oriented with excellent organizational skills 
• Experience with customer journey mapping and persona development is a plus 

Physical Environment:

• Office environment or possibility to work remotely  
• Must be comfortable doing video calls (Microsoft Teams, Zoom, etc.)  

Pay is based on several factors including but not limited to education, work experience, certifications, and geographic location.

The salary for this role is $22-$25 per hour based on major.

In addition to your salary, H.B. Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays. Eligibility may vary.

H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or marital status or status as a protected veteran, or any other legally protected classification.

H.B. Fuller does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with H.B. Fuller, a written service agreement must be executed by Human Resources prior to submitting any information relating to a potential candidate. Without a signed service agreement, H.B. Fuller shall not be obligated for payment of any fee or compensation.