Customer Operations Analyst Intern (Hybrid in Reston, VA office)

Ellucian•Reston, VA

1d•Hybrid

About The Position

At Ellucian, an internship is more than just checking a box — it's about learning by doing. Our award-winning internship program gives interns the opportunity to build real skills through hands-on experience, working alongside their teams on meaningful projects that support colleges and universities and ultimately impact students just like you. Throughout the program, you'll contribute to meaningful projects, gain exposure to how teams collaborate, and explore your interests as you begin shaping what's next in your career. You'll be supported by your manager, dedicated project guides, and a structured mentorship program, as well as a broader intern community designed to help you learn and grow. Additionally, you will participate in executive Q&A sessions and "day-in-the-life" conversations with intern alumni & leaders across our organization, offering insights into career paths at Ellucian - many of which began through this very program. Our full-time internship program will run from May 18, 2026 - August 7, 2026. Apply Now to experience what it's like to live the #ellucianlife. Internship Overview We are seeking a curious, detail-oriented Customer Operations Analyst Intern to support our Customer Success Operations and Escalations teams—groups that provide vital services and help shape the day-to-day experience of Ellucian customers. This role sits at the intersection of data analysis, customer insights, and operational excellence, and offers the opportunity to contribute to work that directly supports customer satisfaction, retention, and escalation readiness where you will help transform data and feedback into actionable insights. You will work closely with Program Leaders to collect, analyze, and interpret customer and operational data; document and refine internal processes; and prepare materials that enable clear communication, strong coordination, and confident escalation response. In this role, you’ll help ensure the right information gets to the right people at the right time—turning feedback and data into practical improvements for teams and customers alike. This internship offers meaningful, hands-on experience in a fast-paced, collaborative environment. Guided by Ellucian’s values—Lead, Innovate, Grow, Humanize, and Transform—you’ll bring curiosity, empathy, and disciplined following through to help teams work smarter, reduce friction, and continuously improve the customer experience.

Requirements

Currently enrolled in a Bachelor’s or Master’s program in Business Analytics, Data Science, Information Systems, Statistics, Business, Computer Science, or a related field.
Proficiency in Microsoft Excel is preferred.
Ability to transform raw data into clear insights and recommendations
Comfortable preparing reports, presentations, and process documentation
Experience with ticketing systems
Excellent written and verbal communication skills.
Highly organized, detail driven, and proactive.-driven, and proactive.
Comfortable managing multiple workstreams and shifting priorities.
Able to work independently and collaboratively in a professional environment.

Responsibilities

Analyze customer survey data (NPS, CSAT, CES), CRM data, and operational metrics to identify trends, root causes, and anomalies.
Investigate data discrepancies and partner with team members to validate findings.
Help prepare summaries and visualizations to support business reviews, escalations, and leadership decision making. -making.
Build, update, and maintain dashboards using tools such as Power BI, Tableau, and Excel.
Help to translate complex datasets into clear, digestible insights for cross functional teams functional teams.-functional teams.
Document existing workflows and identify opportunities to streamline Customer Success and operational processes.
Support continuous improvement initiatives by conducting gap analyses and recommending enhancements.
Assist with pre-analysis of critical escalations, including gathering incident data, timelines, and trend patterns of critical escalations. -analysis of critical escalations, including gathering incident data, timelines, and trend patterns.
Maintain issue logs, trackers, and action item lists to support cross functional coordination. item lists to support cross functional coordination.-item lists to support cross-functional coordination.
Support follow-up communications and documentation after escalations are resolved.
Participate in team meetings, capture notes, and summarize key takeaways.
Help schedule customer calls, listen, and consolidate feedback into themes.
Prepare slide decks, reports, and other materials for internal and customer-facing use.
Assist with administrative tasks such as scheduling, organizing shared folders, and managing documentation libraries.