Summer Associate Internship (Contact Center Change Management)

Navy Federal Credit Union



Winchester, VA


Position summary


Navy Federal Membership is growing rapidly, and the technical environment in which we operate is in constant flux. Contact Center needs to continuously evolve in order to maximize efficiencies, take advantage of technology, and improve processes to ensure an optimal member and team member experience. 

Contact Center Member Service Representatives (MSRs) and supporting personnel provide exceptional member service 24 hours a day, 365 days a year. MSRs utilize communication channels to include phone, email, and chat, providing expert guidance on various types of loans and product applications, as well as providing members peace of mind and account protection when they experience fraud.

This role will be a member of the Contact Center Change Management team. The CC Change Management team is responsible for planning, directing, and overseeing change strategy and execution. In addition, this team influences Contact Center acceptance and adoption of people, processes, and technology solutions to achieve desired change outcomes. The Summer Associate will work in a hybrid manner and report to leadership at our Vienna, VA campus.


Areas of focus may include communications, stakeholder engagement, change impact analysis, and program management (https://e.g., owning and leading change for Contact Center leaders), among other things. Essential to the position is the ability to build relationships across the enterprise and learning quickly to understand Contact Center strategy and people to make recommendations that produce results. 

The Summer Associate Program is a 12-week internship program beginning in May 2024 and ending in August 2024. Students will work on impactful projects and meaningful work during their internship. To qualify, applicants must be currently pursuing degree from an accredited college or university and have an anticipated graduation date of December 2024 or after.


  • Assist Business Unit Change Managers in working on change initiatives to help solve people-related problems and implement people-related solutions
  • Support stakeholder meetings and interviews
  • Perform research and analysis; may include quantitative and/or qualitative analysis
  • Maintain professionalism in all interactions, placing member service as priority
  • Provide comprehensive day-to-day operational support


  • Currently pursuing bachelor’s or master’s degree in Communications, Human Resources, Psychology, Organizational Development, Strategy, or other related degree
  • Excellent verbal and written communication skills
  • Familiarity with change management methodologies and best practices
  • Prior coursework or experience in change management, organizational behavior, or human resources transformation 
  • Prior coursework or experience in leading or support change initiatives, developing change management plans, and/or coaching leaders and teams through change
  • Strong interpersonal skills and ability to work with individuals at all levels of the organization 
  • Advanced skill interpreting and synthesizing large amounts of information
  • Advanced skill following, interpreting, and applying relevant data to communications, stakeholder engagement plans and holistic change strategy

Hours: Monday – Friday, 8:00 AM to 4:30 PM

Location: 820 Follin Ln, Vienna, VA | 141 Security Dr, Winchester, VA 22602

Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report onsite 4-16 days each month. The number of days reporting onsite will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and onboarding process.

About Us

You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:

• Military Times 2022 Best for Vets Employers

• WayUp Top 100 Internship Programs

• Forbes® 2022 The Best Employers for New Grads

• Fortune Best Workplaces for Women

• Fortune 100 Best Companies to Work For®

• Computerworld® Best Places to Work in IT

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Fortune Best Place to Work for Financial and Insurance Services

Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Why you should apply for a job to Navy Federal Credit Union:

  • Ranked as one of the Best Companies for Women in 2022

  • 4.8/5 in supportive management

  • 96% say women are treated fairly and equally to men

  • 96% would recommend this company to other women

  • 96% say the CEO supports gender diversity

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Professional development and training opportunities to help employees grow in their careers and the life they want to lead

  • Best-in-class benefits with generous vacation, paid maternity/paternity leave, retirement plans, tuition reimbursement, discounts and more

  • Unique culture where team members are passionate about the mission which creates clarity, alignment and purpose