Internship: UX Research & Data Analyst

Digital Platforms & User Experience Team

About the Role:

We're looking for a paid UX Research & Data Analyst intern to join our team for the summer, part-time, as class work allows. You will join a driven UX design, user research, and analytics team focused on building exceptional online experiences that enable more than 6 million federal employees, military, and their family members to shop for, enroll in, and then manage their benefits. This internship includes both user research and data analytics components (approximately 75% research, 25% data analytics). You will use a variety of tools and resources to extract and analyze data about our users’ activity to deliver insightful, actionable, and easily digestible visualizations and clear recommendations for increasing online self-service, creating operating efficiencies, and improving our online user experience. You’ll also create your own data sets by designing and conducting small quantitative/qualitative user research projects. If interested, you will also have the opportunity to work side-by-side with UX/UI Designers to participate in design sessions, some basic wireframing, and other UX tasks that improve our customer-facing website experiences.

Flexible hybrid options available, per student’s schedule.

Hours per week:

• Summer (Flexible with school year start/end dates) – 30 hrs/week

This position is flexible hybrid with two days a week in our Portsmouth, NH office. Our offices underwent a complete renovation in early 2024 and are equipped with state-of-the-art team collaboration rooms, a café with full breakfast/lunch service, gym, noise dampening open concept floor plan, and quiet study areas throughout. Plus, natural walking trails and easy access with plenty of parking.

About the Team/Department:

The Digital Platforms & User Experience department is responsible for delivering exceptional user experiences for FedPoint’s portfolio of customer-facing self-service websites through a strategically balanced combination of customer/client needs, business/revenue objectives, compliance requirements, and industry best practices. The department also conducts research and data analysis to deliver actionable insights about online customer profiles and behavior to inform digital product feature roadmaps and strategic decision-making.

Responsibilities:

• Collaborate with UX Design, Data Analytics, and Customer Service to gain insight into the goals and needs of our website users
• Extract and analyze data generated by multi-channel customer activity to identify trends, understand customer profiles, and document patterns and areas for improvement for our customer-facing websites
• Assist in delivery of data-informed insights, visualizations, dashboards, and reports
• Monitor website traffic, user behavior, and performance metrics
• Assist with the implementation of UX KPIs across our websites to help inform data-informed decision making.
• Support development of research participant recruitment strategy, including identifying, screening, and scheduling research participants for future research efforts.
• Observe and assist with usability tests, interviews, and other qualitative research sessions
• Help conduct small research projects, including synthesizing research and building report-outs that clearly communicate findings & insights
• Assist other teams with cross-functional data initiatives

Qualifications:

• Rising Junior or Senior, or a graduate student, with completed studies in UX, data analytics, research, technology, or related field
• Strong attention to detail and follow-through
• Passionate about data, research, and utilizing research/data-informed decision-making to improve customer experience
• Excellent written and oral communication skills
• Strong problem-solving skills with the ability to interpret data and analytics