Customer Experience Intern at V&A Waterfront

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• Monitor digital screens and report outdated content.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:

• Studying towards an ND in Travel, Tourism Management, Customer Experience, Hospitality, 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