Navy Federal Credit Union Pensacola, FL Remote

Summer Associate Graduate Intern (Digital & Contact Center Experience Analytics)



You have goals, dreams, hobbies and things you’re passionate about.

What’s Important to You Is Important to Us

We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.

Don’t take our word for it.

  • FORTUNE 100 Best Companies to Work For®
  • Computerworld® Best Places to Work in IT
  • FORTUNE® Best Workplaces for Millennials
  • Forbes® America’s Best Employers

Basic Purpose

About Navy Federal:
Selected as one of FORTUNE magazine's 100 Best Companies to Work For in 2021. Navy Federal Credit Union (NFCU) is the world’s largest credit union with over 10.8 million members, over $149 billion in assets, over 347 branches around the world and a workforce of over 22,800. Navy Federal’s field of membership is all active duty and retired Department of Defense personnel (Army, Marine Corps, Navy, Air Force and Reservists), Veterans, Department of Defense contractors, and their family members. Navy Federal Headquarters is located in Vienna, VA. There are also campuses in Pensacola, FL and Winchester, VA.

For more information, view the links on the “About Us” page:

The Summer Associate Graduate Intern Program is a 10+ week program beginning in June 2022 and ends in August 2022. The long-term intention for this program is to hire interns that prove their aptitude into full time roles. To qualify for an internship, applicants must be currently pursuing a graduate or PHD level degree from an accredited college or university and have an anticipated graduation date after the final day of the internship (December 2022 or later).

Department: Digital & Contact Center Experience Analytics
Contact Center Member Service Representatives (MSRs) and supporting personnel provide exceptional member service 24 hour a day, 365 days a year. MSRs utilize a number of communication channels: phone, email, and chat, providing expert guidance on various types of loans, and product applications, as well as providing members peace of mind and account protection when they experience fraud.

Experience Analytics is a versatile group of analysts supporting the Contact Center by providing insights and recommendations for improvements and/or efficiency gains through analysis of the member and team member experience.

Job Description Overview:
Navy Federal Membership is growing rapidly and the technical environment in which we operate is in constant flux. Contact Center needs to continuously evolve to maximize efficiencies, take advantage of technology, and improve processes to ensure an optimal member and team member experience.

The Summer Associate Graduate Intern will work remotely and report to Experience Analytics’ leadership, located at our Pensacola, FL campus.

As a member of the CCO Experience Analytics team, the Summer Associate Graduate Intern’s responsibilities will include analyzing data to identify areas of opportunity then create recommendations that are in alignment with the strategic plan of contact center. Areas of focus may include analyzing unstructured data, text analysis, applied linguistics and technology planning for the Contact Center of the Future.

Essential to the position is an ability to build relationships across the enterprise and be a quick learner to understand operations and make recommendations that produce results.

Experience Analytics is a primary end-user of the Credit Unions’ call transcripts and the Summer Associate’s key focus will be a project to help build the data infrastructure for connecting and utilizing the transcripts with other key business data. In this capacity, advanced knowledge of Python, R Studio, Power BI, and SQL are paramount to the success of the Summer Associate. The Summer Associate is expected to use these, and other available tools, to build out models for predicting and acting on member behavior and needs.
In addition to this main project, EA’s Summer Associate will have broad exposure to CCO Operations and Support Management through attendance at key meetings and presenting findings from call analysis they complete.

Knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and predictive modeling.
Experience in the application of statistical methods, mathematical techniques, forecasting, cost-benefit analysis and related analytical tools.
Specific skills could include: Data Science, Data Analytics, Predictive Modeler, Text Analysis, Speech Analytics and Linguistics.
Skill interpreting and synthesizing large amounts of unstructured data.
Research, analytical, and problem-solving skills.
Skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations.
Effective verbal and written communication skills.
Effective word processing and spreadsheet software skills.

Application Documents:
Resume (Required)
Cover Letter (Optional)

As a COVID-19 safety measure, our employees must either provide proof of COVID-19 vaccination or follow additional safety protocols, including testing.

Due to COVID-19 and social distancing, this position may require working from home temporarily with plans to return to campus at the location listed once Navy Federal is back to normal operations. The specific logistics for returning to campus will be determined at a future date by individual leadership.

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability

COVID-19 Vaccine Information

As a COVID-19 safety measure, our employees must either provide proof of COVID-19 vaccination or follow additional safety protocols, including testing.


Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.