CX Designer/Data Analyst Intern

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position The Customer Experience and Solution Design Department has the mission to drive customer experience at scale in Roche Diagnostics by partnering with customer areas, global functions, and affiliates through enabling and designing end2end experiences across customers’ lifecycle with a focus on targeted users and their needs. It is a diverse team that brings together different expertise in the design field and represents a center of excellence for CX and Design Research in the healthcare industry. Internship Overview This is a unique internship designed for a versatile individual who is as comfortable mapping a user's journey as they are analyzing a dataset. You will be a bridge between our Customer Experience and Data teams, helping us transform raw customer feedback and behavioral data into actionable insights that drive real product and service improvements. You will gain hands-on experience in both qualitative research and quantitative analysis, seeing firsthand how they work together to create exceptional customer experiences. Key Responsibilities Customer Experience Design (50%) - User Research & Synthesis: Assist in conducting qualitative research, such as user interviews, surveys, and usability testing. - Journey Mapping: Help create and update customer journey maps to visualize the end-to-end user experience, identifying key pain points and moments of delight. - Persona Development: Contribute to the development and refinement of user personas based on research and data. - Ideation & Wireframing: Participate in brainstorming sessions and create low-fidelity wireframes or prototypes to propose solutions to identified problems. - Stakeholder Communication: Help synthesize and present qualitative findings to the team in a clear and compelling way. Data Analysis (50%) - Data Collection & Processing: Work with tools like SQL, Google Sheets, or Excel to extract, clean, and organize customer data from various sources (e.g., product analytics, CRM, support tickets). - Descriptive Analysis: Perform basic quantitative analysis to understand user behavior, feature adoption, and support ticket trends. - Dashboarding & Visualization: Create and maintain dashboards (using tools like Tableau, Looker, Power BI, or Google Data Studio) to track key CX metrics (e.g., NPS, CSAT, Customer Effort Score, task success rates). - Hypothesis Testing: Use data to test assumptions generated from qualitative research. For example, "After our redesign, did the checkout completion rate increase?" - Reporting: Assist in preparing regular reports that tell a story with data, highlighting correlations, trends, and potential root causes of CX issues. Who You Are (Qualifications & Skills) Required: - To be considered for this internship, applicants must be recent graduates within the last three years (or five years for applicants with a disability), possess either the Certificate of Graduation or the Provisional Degree Certificate, and hold a valid work permit for Spain. This internship position is located in Sant Cugat del Vallès, Barcelona. - A Dual-minded Approach: A genuine passion for both understanding human behavior and uncovering the truth through numbers. - Empathy & Curiosity: A natural desire to understand the "why" behind user actions. - Analytical & Problem-Solving Skills: Basic analytical skills with the ability to work with datasets and draw logical conclusions. - Communication Skills: Excellent written and verbal communication skills, with the ability to explain complex concepts simply to both technical and non-technical audiences. - Tool Familiarity: Familiarity with at least one design or research tool (e.g., Figma, Sketch, Miro, UserTesting.com) and one data analysis tool (e.g., Excel, SQL, Tableau, Python/R, Google Analytics). Preferred (Nice-to-Haves): - Basic understanding of UX/UI design principles and customer experience frameworks. - Foundational knowledge of statistics (e.g., correlation, regression, significance testing). - Experience with a programming language like Python or R for data manipulation. - A portfolio or class project that demonstrates your ability to connect user research with data analysis. What You’ll Gain - Mentorship: Direct mentorship and coaching from experienced professionals in CX and Data. - Portfolio Projects: Tangible, real-world projects for your portfolio that showcase a unique blend of design and data skills. - Cross-Functional Exposure: Experience working with multiple teams, including Product, Engineering, Marketing, and Support. - Skill Development: Significant hands-on experience with industry-standard tools and methodologies. - Career Path Clarity: A clear understanding of how the fields of CX and Data Analytics intersect, opening doors to roles like Product Manager, UX Researcher, Data Scientist, or CX Strategist. How to Apply Please submit your resume and a cover letter that tells us why you're interested in this hybrid role. We are particularly interested in examples (e.g., from a class project, club, or previous internship) where you used both qualitative and quantitative information to solve a problem. Bonus: Include a link to your portfolio or a relevant project sample. Who we are A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer.