Customer Experience MBA Intern (Summer 2025)

As a Customer Experience MBA Intern at Formlabs, your key responsibilities will include owning a global, cross-functional project that aligns with customer experience OKRs, identifying high-leverage opportunities, and bringing clarity to complex problems. You'll collaborate with various teams across the company to execute transformative initiatives that focus on improving customer experience, team efficiency, and service quality.

To be considered for the Customer Experience MBA Intern position at Formlabs, candidates should have at least 2 years of experience in strategy, operations, or consulting. Additionally, applicants should currently be enrolled in an MBA program, with a STEM undergraduate degree preferred. Familiarity with customer support for technical hardware products and a demonstrated analytical mindset are also important.

The Customer Experience MBA Intern program at Formlabs emphasizes professional growth by offering high-impact projects with executive exposure, networking opportunities, and collaboration with a driven, diverse team. Interns will also gain hands-on experience and develop valuable skills needed to thrive in a fast-moving environment, all while contributing to the exciting field of 3D printing.

In the Customer Experience MBA Intern role at Formlabs, you will leverage operational methodologies such as Lean and Six Sigma to improve workflows. You may also gain experience using data analysis tools and frameworks, particularly in collaboration with analytics teams to design dashboards in Google Looker Studio, enhancing your data-driven decision-making skills.

Working at Formlabs as a Customer Experience MBA Intern offers a unique chance to be at the intersection of strategy and innovation within a cutting-edge hardware company. Interns will work on highly visible projects, gain valuable insights into customer support dynamics, and help drive the future of 3D printing while being surrounded by passionate peers and mentors.

When identifying opportunities to improve customer experience, I would start by analyzing existing customer feedback and service metrics. Engaging in discussions with frontline employees can also provide insights into areas needing enhancement. I would then prioritize initiatives based on potential impact and alignment with the company's OKRs to ensure a focused and strategic approach.

In a previous role, I led a project that aimed to streamline our customer support workflow by collaborating with teams from Sales, Engineering, and Operations. I facilitated regular meetings to gather input and ensure alignment on goals, which ultimately resulted in a reduction in response times and improved customer satisfaction rates.

I have experience in data analysis through courses and projects where I utilized various analytical tools to interpret and visualize data sets. Understanding customer behavior through data analytics enables organizations to anticipate needs, measure satisfaction, and refine support processes, which are critical in enhancing customer experience.

I would apply Lean or Six Sigma methodologies to identify waste in our customer support processes. By mapping workflows and employing root cause analysis, I would look for areas of improvement and implement changes that could enhance efficiency while ensuring high service quality.

In the event of a disagreement with a team member, I would aim to understand their perspective and the reasoning behind their viewpoint. Open communication is crucial, so I would suggest a calm discussion to explore our ideas collaboratively and work towards a solution that aligns with our project objectives and company goals.

I have experience with Google Looker Studio for data visualization and reporting, as well as basic SQL for querying databases. Familiarity with project management tools like Trello and agile methodologies will also help in keeping the initiative on track while facilitating team collaboration.

AI solutions can significantly enhance customer support by automating repetitive tasks, providing instant responses through chatbots, and offering personalized recommendations based on user data. This not only improves efficiency but also allows human team members to focus on more complex queries, enhancing overall customer satisfaction.

Formlabs stands out in customer experience by being deeply committed to innovation, providing top-tier support, and actively seeking customer feedback to drive improvements. Their dedication to delivering solutions that cater to user needs ensures a user-friendly product experience, which is crucial in the competitive 3D printing market.

I stay current with trends in customer experience by following industry leaders on platforms like LinkedIn, participating in webinars, and reading relevant publications. Engaging with communities related to customer support and 3D printing also helps me gain insights and share best practices with peers.

My long-term career goal is to hold a strategic leadership position in customer experience within a technology-focused company. The Customer Experience MBA Intern role at Formlabs aligns perfectly with my aspiration by allowing me to develop my strategic and operational skills in a real-world setting while contributing to impactful initiatives that drive organizational success.