Intern, Client Experience Strategy & Operations

• Partner with the AI Experiences team to launch net-new features to our clients and support agents.

• Map current-state workflows with SMEs, identify optimization opportunities, and implement AI-enhanced changes across macros, automations, and documentation.

• Build comprehensive automation inventories across multiple systems, to propose consolidations and net-new automations and AI optimizations.

• Structured problem solving and process thinking, with the ability to translate ambiguous workflows into clear maps and requirements

• Basic familiarity with AI concepts (LLM, RAG, context windows, hallucination, etc.)

• Basic familiarity with customer operations tools or ticketing systems (Zendesk, JIRA)

• Basic familiarity with data and testing concepts - to be applied in the context of testing the accuracy of AI models (A/B testing, sample sizes, statistical significance, etc.)

• Strong documentation and communication skills to collaborate with SMEs and present proposals

• Bias to action and ownership to drive projects from discovery to implementation

Enablement, Intern Our enablement group is responsible for how our support workforce learns, performs, and grows. We build the systems, programs, and culture that keep our support teams performing at a high bar. Quality, learning, change readiness, and performance measurement all sit within this group. Underneath all of it is a simple belief: every client interaction should be fast, high-quality, and trustworthy. Our job is to turn that belief into measurable reality. As an Enablement Intern, you'll support the group's analytical work. You'll partner with the managers who own quality and performance measurement to test the data, run original analyses, spot trends early, and turn your findings into recommendations leaders can act on. This goes beyond reporting, the question is never only "what does the number say?" It's also "is this measuring the right thing, and what should we do about it?" You'll build skills in analysis, metric design, and structured problem solving, and see up close how an AI-first quality and performance program runs in a regulated industry. The best person for this role doesn't only meet a high bar; they hold their own work to one.

• Design and run trending analyses across scorecard metrics to inform target reviews, and build a repeatable way of doing them so each review doesn't start from scratch

• Look for relationships between metrics, such as how quality, satisfaction and efficiency move together, and turn what you find into clear charts and recommendations

• Help define and document metrics: what each one measures, where its data comes from, and where two metrics overlap or one is only raw input to another

• Build checks and first-pass reviews that help the team catch errors in scorecards and reports before they're finalized

• Support analysis of quality data, such as sampling and summarizing results, as projects call for it

• Strong quantitative and spreadsheet skills, and comfort cleaning, joining and pivoting messy data (SQL is a plus)

• An understanding of how relational data fits together (tables, keys, joins). SQL is a plus but not required

• Experience building trend analyses and visualizations, and the judgment to tell a real pattern from noise

• Basic familiarity with statistical concepts like correlation, sample sizes and significance

• Basic familiarity with ticketing tools and support systems, and where support data comes from

• Structured problem solving: you can turn a vague question into a hypothesis, an analysis and a clear "so what"

• Clear writing, including explaining a finding to the person who has to act on it

• Ownership and a bias to action, taking work from question to recommendation

🤑 Base salary range: For this role, candidates can expect the following base salary range:

• Term 1 students: CAD $42,000 - $44,000
• Term 2 students: CAD $44,000 - $46,000
• Term 3 students: CAD $46,000 - $48,000
• Term 4 students: CAD $48,000 - $50,000
• Term 5 students: CAD $49,000 - $52,000

Your current year of study and number of past internship terms will determine your salary band. Actual compensation within each band is based on skills, experience, and academic performance. Exceptional candidates may be considered above the top of their year's range. 🚀