Business Data Analytics Intern, Customer Experience

Job Description

Business Data Analytics Intern, Customer Experience

Location: Milford, MA

Waters Corporation is actively seeking exceptional future talent to join our team. The Clinical Business Unit is excited to offer a Business Data Analytics Intern, Customer Experience role at our Milford, MA site.

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About Waters Corporation

Waters Corporation (NYSE:WAT) is a global leader in analytical instruments, separations technologies, and software, with over 65 years of pioneering science. We serve vital sectors including life, materials, food, and environmental sciences. Our mission is to help ensure the efficacy of medicines, the safety of food, the purity of water, and the quality and sustainability of products used daily. With over 7,600 passionate employees across more than 100 countries, we collaborate with customers in laboratories, manufacturing sites, and hospitals to accelerate the benefits of groundbreaking science.

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The Opportunity: Data-Driven Customer Experience (CX) Model Development

This internship offers a unique opportunity to shape the future of customer engagement at Waters Corporation. You will be instrumental in developing a data-driven customer experience (CX) model within our Clinical Business Unit. This critical role involves translating complex customer, service, and commercial data into an actionable framework. This framework will directly enable differentiated service offerings, inform strategic investment decisions, and drive a measurable impact on customer outcomes and loyalty.

You will collaborate cross-functionally with Marketing, Service, Commercial Excellence, Strategy, and Regional teams to synthesize diverse data signals – including voice-of-customer (VoC) insights, operational telemetry, CRM data, and financial signals. The ultimate goal is to build a scalable model that supports precise segmentation, innovative service tier design, and continuous customer journey optimization.

This internship is ideally suited for an analytically driven MBA/Master’s student passionate about the intersection of data science, diagnostics, and commercial strategy.

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Key Responsibilities

As a Business Data Analytics Intern, Customer Experience, you will:

• Develop a comprehensive CX model that meticulously maps key customer segments, their complete journeys, critical “moments that matter,” and the underlying experience drivers directly linked to service tier differentiation.
• Create a robust scoring/propensity segmentation framework and conduct in-depth experience driver analysis. Utilize explainable, business-relevant methods to identify the most influential factors impacting customer satisfaction, retention, and service demand.
• Build detailed customer journey maps, spanning from initial awareness through to renewal. Identify critical friction points and propose high-impact interventions tailored for BDDS and CBU customer profiles.
• Triangulate qualitative insights (derived from interviews and surveys) with quantitative data to uncover and surface profound experience drivers.
• Design and build decision-oriented dashboards using tools like Power BI. These dashboards will effectively visualize customer segments, key experience metrics, and actionable service tier recommendations.
• Define a pilot-ready service differentiation plan, encompassing scope, measurable success metrics, critical operational considerations, and a foundational service playbook to facilitate effective execution.
• Prepare and deliver executive-ready summaries and comprehensive documentation. Ensure a clear handoff of all datasets, assumptions, developed dashboards, and strategic recommendations for sustained use and impact beyond the internship period.

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Required Qualifications

We are seeking candidates who possess:

• A current MBA/Master’s student status with a strong concentration in Data Analytics, Data Science, Business Analytics, or a closely related quantitative field.
• Demonstrated hands-on ability to work with real business data, including:
• Proficiency in writing SQL queries to extract, join, and structure complex data.
• Expertise in cleaning, validating, and organizing datasets for rigorous analysis.
• Advanced skills in Excel for analysis, pivoting, and foundational modeling.
• Working knowledge of data analysis tools, with a preference for Python or R, to support data transformation, segmentation, and exploratory data analysis.
• Strong ability to document work clearly and responsibly, including detailed records of data sources, underlying assumptions, key methodologies, and practical guidance for model reuse or future enhancements.
• Proven capability to translate complex analytical findings into clear, concise, and actionable business recommendations with measurable outcomes.
• Exceptional communication skills, coupled with comfort and effectiveness in collaborating with diverse stakeholders across various functions and time zones.

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Diversity and Inclusion at Waters Corporation

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers, and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.

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Keywords: Customer Experience, Service Marketing, Segmentation, Buyer Journey, Data Science, Business Analytics