Customer Experience Intern

An Unmatched Gateway Into The World of CX, Tourism and Retail

Step into one of South Africa’s most iconic destinations, where culture, commerce, tourism and retail converge and begin your career journey with an experience that is as dynamic as it is purpose-driven. The Waterfront Intern Experience offers exceptional candidates the opportunity to engage with real-world customer experience challenges while gaining exposure across multiple sectors in one of the most iconic and visited neighbourhoods in Africa. This is more than a foot in the door. It’s a launchpad for future leaders in tourism, marketing, hospitality and service industries.

As a CX Intern, you will be the eyes, ears, and voice of the V&A Waterfront, delivering memorable, real-time visitor experiences and insights that shape our service excellence strategy. Your core responsibility lies in offering exceptional frontline support at the Information Kiosks and Switchboard, while also playing a key role in listening to customer feedback, solving problems and ideating better experiences.

Job Objectives***:***

1. 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.

2. 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.

3. 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.

4. Support Experience Innovation

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

5. 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• Monitor digital screens and report outdated content.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

Please note that this appointment will be made in line with our Employment Equity (EE) requirements.