In an AI world, my internship showed me the value of human work

By Siti Hatijah, Digital Ambassador at OCBC Centre Branch 

When I talk to my friends who are still in school, I hear a lot of buzz around internships – especially placements in AI and highly technical roles. Naturally so, given the competitive job market for fresh grads. 

But, as someone who found a full-time job because of an unexpected internship in a bank branch, I’ve seen that meaningful work doesn’t always have to be squarely in a tech function. 

I interned as, and am now a full time digital ambassador at OCBC Bank. I may not be building AI systems, but my work is as meaningful and relevant. 

I’ve seen firsthand how human connection is important. Every day, I help make digital banking accessible and meaningful for customers who would otherwise struggle with it. With avatar banking and other AI innovations coming onstream, customers will naturally have questions too.

Looking back, I reflect that there are two things that made my internship meaningful –things I think anyone starting one should keep in mind.

Going in with an open mind

When I was in my final semester at Temasek Polytechnic in 2023, OCBC came to my school offering internship roles in the contact centre, branch and risk functions.

The programme I signed up for, OCBC Ignite, welcomes students from all five of Singapore’s polytechnics. I was excited by the prospect of gaining real-world experience and learning from people who had spent years building their careers in banking.

Then I found out I would be joining a branch as a digital ambassador.

I wasn't disappointed exactly, but it wasn't what I had expected. My role would involve helping customers at ATMs, guiding them through internet banking and supporting branch operations. Compared with some of the other internship opportunities available, it did not seem very glamorous.

For a moment, I wondered if I should have chosen something else. But I decided to trust the process and go in with an open mind. Looking back, that's probably one of the best decisions I made during my internship. 

A digital ambassador meets customers right at the door, I discovered at my posting at the Paya Lebar branch. There, many of our customers are seniors. 

Some have mobility issues and take a long time just to get to the branch. Others are unsure how to deposit money or transfer funds at the ATM. It became clear to me that if they could learn digital banking, they wouldn’t need to make these trips.

Despite my initial reservations, I quickly found meaning in my work, acting as a bridge between technology and the elderly.

I used to feel frustrated when my mum asked for help with online banking. But at my internship, many seniors confided in me – they brought their questions to the branch as they did not want to burden their children. 

That knowledge changed me. I became more patient, both at work and at home. I realised that helping someone use digital banking isn’t just about showing them what buttons to press. It’s about giving them confidence and independence.

It may be inevitable that we will become a society of AI natives. But if we are not careful, we risk building a future that only works for those who can keep up. Inclusion does not happen by default. In roles like mine, we can learn where people feel lost, vulnerable or frustrated, and help design for, and around, those moments.

That is the kind of work I discovered through my internship. And it’s what made me want to continue – which is why, when a full-time job for the role was offered to me in 2024, I no longer had hesitations. I signed up right away.

A good mentor can change how you see your future

The second thing that shaped my internship was having a mentor.

During my internship, I worked closely with Shawn Yang. One of the reasons I looked up to him was because, like me, he started out through the polytechnic route and built a successful career for himself. He was someone colleagues naturally turned to for guidance. 

Siti Hatijah and her internship mentor, Shawn Yang

Seeing that made me realise that there isn't just one "right" path, and that growth can come through experience, hard work and a willingness to keep learning. One incident in particular showed me why.

An elderly customer approached me for help with a transfer that she said was being made to a company. When I looked more closely at the details, I noticed that the recipient was actually an individual. 

It immediately felt like a red flag, but as an intern, I wasn't entirely sure what the next steps should be. I escalated the case to Shawn and watched him handle the situation. What struck me wasn't just his knowledge of the process, but the way he approached the customer.

He listened patiently, asked thoughtful questions, and quickly pieced together the signs of a potential scam. At the same time, he was coordinating with colleagues and escalating the matter appropriately.

That moment stayed with me. being good at the job isn't just about knowing the rules. It's about thinking for the customer, thinking systematically, and thinking for the team.

And he empowered me. He later took the time to walk me through how he assessed the situation and what other warning signs to look out for in future. 

Having someone guide me not just in tasks, but in mindset, made my internship much more than just work experience.

If you're considering an internship today, especially at a time when so much attention is focused on AI and emerging technologies, my advice is simple: don’t spend all your energy searching for the “perfect” opportunity. Go in with an open mind. And if you find a mentor who is willing to guide and challenge you, make the most of that relationship. 

Those two lessons are what turned my six-month attachment into a rewarding experience – and a full-time career. And it showed me that meaningful work can be found in the places you least expect.

This article was first published in Berita Harian on 25 September 2026.