Year-Round Intern - CX

Location Location: Chicago Internship type Internship type: Year-round intern (1,000 hours max, January 2027-December 2027) Hybrid Work Program OCC operates under a Hybrid Work Program which, absent an approved exception, requires employees to work from an OCC office at least 3 days per week. To maximize in-person collaboration, Tuesday and Wednesday are considered anchor days, and all employees are expected to work in the office both days. Employees meeting performance expectations are generally permitted to select 2 other days per week to work remotely if desired. When working remotely, employees are generally expected to work from the state in which they reside, absent an exception approved by Human Resources. Additionally, OCC generally does not permit employees to work while traveling internationally. Some of these components include: Hybrid work environment, up to 2 days per week of remote work Tuition Reimbursement to support your continued education Student Loan Repayment Assistance Technology Stipend allowing you to use the device of your choice to connect to our network while working remotely Generous PTO and Parental leave 401k Employer Match About OCC The Options Clearing Corporation (OCC) is the world's largest equity derivatives clearing organization. Founded in 1973, OCC is dedicated to promoting stability and market integrity by delivering clearing and settlement services for options, futures and securities lending transactions. As a Systemically Important Financial Market Utility (SIFMU), OCC operates under the jurisdiction of the U.S. Securities and Exchange Commission (SEC), the U.S. Commodity Futures Trading Commission (CFTC), and the Board of Governors of the Federal Reserve System. OCC has more than 100 clearing members and provides central counterparty (CCP) clearing and settlement services to 21 exchanges and trading platforms. OCC also provides free and engaging educational resources about the benefits and risks of options through its Options Industry Council (OIC). OCC is building a culture that empowers continued learning, authentic innovation, and constant creativity. About the Internship Program OCC is looking for interns who are eager to learn, humble enough to ask questions, and ready to think critically about complex problems. The OCC Internship Program equips students with the real-world skills needed to transition successfully into a career in financial services. As an intern, you will contribute to meaningful projects, applying your skills and knowledge to real challenges facing the business. Your time with us is a real opportunity to make a genuine impact on the future of OCC! OCC's Year-Round Internship Program is a 12-month opportunity running from January through December and is open to both undergraduate and graduate students who are actively enrolled at a college or university. Interns work up to 20 hours per week during the school year and up to 40 hours per week during the summer, subject to a 1,000-hour cap. The role is based in a hybrid work environment, and overtime is not permitted. Team & Role Within ETS, the UI/UX and CX practice is responsible for understanding and improving the internal employee experience with technology: conducting user research, facilitating journey mapping and service design, and driving improvements grounded in data and direct employee feedback. Within Ovation, the team manages research and UX Design for the internal/external facing system. This intern will contribute alongside the CX Strategist and UX Strategist/Research/Design. They will support active research initiatives, help build and maintain listening post infrastructure, assist with journey mapping and service blueprint workshops, and contribute to UX research and design activities that shape how users experience internal and external technology services. This is a hands-on role with real ownership, not observational shadowing. Job Summary & Responsibilities This intern will work embedded within the ETS UX/CX team on projects. The goal is to leave with owned artifacts and real facilitation experience. Assigned projects and responsibilities include: User Research Support : Assist in planning and conducting user interviews and surveys with internal employees to understand their experience with ETS services and tools. Help synthesize findings into affinity diagrams, experience summaries, and personas. Journey Mapping and Service Blueprinting : Participate in and support the facilitation of journey mapping workshops. Contribute to the documentation and refinement of current-state journey maps and service blueprints. Listening Post Maintenance : Help deploy and monitor feedback instruments across ETS touchpoints (Help Desk, onboarding, self-service). Track response rates, flag data quality issues, and summarize emerging themes on a regular cadence. Dashboard and Reporting Support : Assist with pulling and organizing CX data, updating dashboard visualizations, and preparing summaries for team and stakeholder review. UX Research and Design Contribution : Support UX research activities including usability testing, navigation testing, heuristic review, or design feedback sessions related to internal tools and employee-facing interfaces. Backlog and Documentation : Maintain Jira backlog items tied to CX improvement work, document meeting outcomes, and keep project artifacts organized and current.