# Intern, Client Experience Strategy & Operations **Company**: Wealthsimple **Location**: Toronto, ON **Work arrangement**: hybrid **Job type**: Intern **Salary**: CA$44K - CA$52K **Category**: Operations **Industry**: Finance **Apply**: https://jobs.ashbyhq.com/wealthsimple/581eee5b-329b-4de3-a9ac-72bf9ce0c654?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_fd64e917-18e ## Description We are seeking an intern for our Client Experience Strategy & Operations team, which is responsible for enabling exceptional client and agent experiences across Wealthsimple through optimized systems, content, AI solutions, and strategic initiatives. **Job Details:** - Location: Toronto, ON (Hybrid) - Term: 8 months, beginning January 11, 2027 - Compensation: CA$44K - CA$52K **Choose your track:** ## Workflow Optimization, Intern Workflow Optimization (WFO) streamlines the workflows, systems, and automations that span our entire ecosystem of tools. As a WFO Intern, you'll partner with WFO managers and internal SMEs to: design and build AI tools for analysis; audit and improve automations; map and redesign workflows; and deliver measurable improvements in containment, resolution time, and operational risk. ### In this role, you’ll have the opportunity to - 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. ### What you’ll bring - 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. 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. ### In this role, you’ll have the opportunity to - 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 ### What you’ll bring - 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 **Benefits:** - Top-tier health benefits and life insurance - Long-term group savings with employer match, through Wealthsimple for Business - 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year - 90 days away: work outside Canada for up to 90 days per year - Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS ## Skills ### Required - AI concepts - customer operations tools - data and testing concepts - structured problem solving - process thinking - documentation and communication skills - quantitative and spreadsheet skills - statistical concepts --- Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/wealthsimple/581eee5b-329b-4de3-a9ac-72bf9ce0c654?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)