Customer Experience Intern

Job Objectives

Deliver Real-Time CX at Kiosks & Switchboard

• Be the go-to problem-solver and brand ambassador at physical touchpoints.
• Offer concierge-style support to local and international guests.
• Respond to, escalate and close the loop on visitor issues.
• Administer loyalty programmes, gift cards, and manage customer queries.

Create Connection & Belonging

• Build relationships with guests and create personalised moments that make the V&A unforgettable.
• Bring warmth, energy and professionalism to every encounter.
• Support in surveys and feedback initiatives.

Generate Live Insights

• Use customer conversations to spot trends, pain points and CX opportunities.
• Share learnings with teams in marketing, retail and visitor experience.
• Help with tracking key visitor and tenant insights across our ecosystem.

Support Experience Innovation

• Bring fresh ideas to surprise and delight our visitors.
• Contribute to design thinking, service innovation and experience testing.

Contribute to CX Projects

• Assist with kiosk asset maintenance maps, touchscreens, content.
• Monitor digital screens and report outdated content.
• Collaborate with internal departments during key campaigns and activations.

You Will Thrive in this Internship Program If You Are

• A natural born leader
• Passionate about people, places and purpose
• A natural communicator who enjoys solving problems
• Curious about tourism, retail, customer psychology, events and CSI
• Emotionally intelligent and adaptable
• Professional under pressure, and always ready with a smile

Requirements

• Currently completing a Diploma in Tourism Management, Hospitality Management, Customer Experience, Marketing or related field NQF 6+
• Must require workplace experiential training to graduate
• Willingness to work shifts, weekends & holidays
• Access to reliable transport to the V&A Waterfront

Knowledge

• Customer Service
• Visitor Experience
• Digital Customer Engagement
• Tourism & visitor services
• Brand experience, promotions and marketing
• Events and Promotions
• Western Cape attractions and cultural assets
• Customer journey and service design

Skills

• Relationship building skills
• Critical thinking & logic
• Emotional intelligence
• Attention to detail
• Adaptability
• Stakeholder engagement
• Initiative
• Time management
• Problem-solving
• Creative, forward-thinker and proactive
• Written and verbal communication
• Digital literacy Microsoft Office
• Numerical reasoning