Intern, Client Experience Strategy & Operations

Job description

## **Build something people love** Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada. We're proud of what we've built — and we're just getting started. Read our [Culture Manual](https://www.wealthsimple.com/en-ca/culture) and learn more about [how we work](https://www.wealthsimple.com/en-ca/careers). # **Intern, Client Experience Strategy & Operations (Winter 2027)** **Location:** Toronto, ON (Hybrid) **Term**: 8 months, beginning January 11, 2027. This is an 8 month internship designed for co-op students, non-co-op students, and recent graduates who are ready to ship impactful work. During your internship, you will have the opportunity to contribute to projects that are changing the landscape of financial services for Canadians. You will be on a team that supports your growth, provides mentorship, and connects you to the broader Wealthsimple community! Our internship program operates on a hybrid model, where you’ll be working from our Toronto headquarters on Wednesdays and Thursdays. This structure offers the flexibility of remote work, while also providing the collaboration, connection, and mentorship that come from being together in person. **This posting covers two tracks: Workflow Optimization** and **Enablement**. Please apply to the one that best fits your interests. **Please note: the role you apply for is the role you will be assessed on throughout the interview process. We are unable to accommodate requests to switch between Workflow Optimization and Enablement tracks after submission.** ## **About the CX Operations Team** The CX Operations team is responsible for enabling exceptional client and agent experiences across Wealthsimple through optimized systems, content, AI solutions, and strategic initiatives. We manage the technology, knowledge, and processes that power our customer experience organization, driving continuous improvement in efficiency and effectiveness. ## **Choose your track:** ## **Workflow Optimization, Intern** Workflow Optimization (WFO) streamlines the workflows, systems, and automations that span our entire ecosystem of tools. We partner with teams across the organization to identify and simplify toilsome workflows through process mapping, automation, and AI tool implementations. 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. You'll develop core skills in project planning, process design, AI tool deployment, and AI‑enhanced automation while contributing directly to CX efficiency and client experience. ### **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. 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. ### **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 ## **Eligibility** ✔ Currently enrolled as a student at a Canadian post-secondary institution or technical bootcamp ✔ New graduates - Within 6 months of your graduation date ✔ Available to work full-time hours ✔ Residing in Canada ✔ Able to commute to our Toronto HQ on Wednesdays and Thursdays ## **Compensation & Equity** 🤑 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. 🚀 ## **Why Wealthsimple?** 🌸 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 🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. \*Unlimited paid sick days, Wellness Days and the 90 day away program do not apply to certain roles. ## **ICYMI** **Technology & Innovation at Wealthsimple:** We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building. **Inclusion Statement:** We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. **Accessibility Statement:** We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs. **AI in Hiring:** We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.