Customer Experience Internship at V&A Waterfront

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 V&A 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 Customer Experience (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. This role is perfect for individuals passionate about people, places, and purpose, eager to contribute to an unmatched gateway into the world of CX, tourism, and retail.

Job Objectives

1. Deliver Real-Time CX at Kiosks & Switchboard
   As a frontline ambassador, you will be the go-to problem-solver and brand representative at physical touchpoints, offering concierge-style support to both local and international guests. This includes responding to, escalating, and closing the loop on visitor issues efficiently and courteously. You will also administer loyalty programmes, manage gift card queries, and handle a wide range of customer inquiries with professionalism and a smile.
2. Create Connection & Belonging
   Building genuine relationships with guests is paramount. You will create personalised moments that make the V&A unforgettable, bringing warmth, energy, and professionalism to every encounter. This objective also involves supporting various surveys and feedback initiatives to better understand visitor needs and preferences, fostering a sense of community and inclusion.
3. Generate Live Insights
   Leveraging customer conversations, you will be instrumental in spotting trends, identifying pain points, and uncovering new CX opportunities. You will share these valuable learnings with teams in marketing, retail, and visitor experience, contributing to data-driven decision-making. Additionally, you will assist with tracking key visitor and tenant insights across the V&A Waterfront’s diverse ecosystem.
4. Support Experience Innovation
   Bring fresh ideas to surprise and delight our visitors. You will contribute to design thinking workshops, service innovation projects, and experience testing, helping to shape the future of customer interactions at the Waterfront. Your creativity and forward-thinking approach will be highly valued in developing new and exciting visitor experiences.
5. Contribute to CX Projects
   This involves assisting with kiosk asset maintenance, such as ensuring maps, touchscreens, and content are up-to-date and functional. You will monitor digital screens and report any outdated content, ensuring all information presented to visitors is current and accurate. Collaboration with internal departments during key campaigns and activations will also be a significant part of your role, ensuring seamless execution of promotional activities.

Why Join the Company

The V&A Waterfront offers an unparalleled environment for an internship, providing exposure to a vibrant mix of tourism, retail, hospitality, and cultural experiences. You will be part of a team that manages one of Africa's most iconic and visited destinations, gaining hands-on experience in a dynamic, high-traffic setting. This internship is a launchpad for future leaders, offering mentorship, skill development in communication, problem-solving, and emotional intelligence, and the chance to contribute to a purpose-driven organisation. You will learn about customer psychology, event management, and brand experience in a real-world context, making connections and building a network within diverse industries. The V&A Waterfront is committed to creating memorable experiences, and as an intern, you will play a direct role in shaping these moments, making a tangible impact on thousands of visitors daily.

How to Apply

Please apply using the Quick Apply button on this page.

* Salary is estimated based on market research and may not be accurate.

• 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