Contact Centre and Omnichannel Co-op, Winter 2027

Job summary

You will contribute to strategic initiatives by designing client journeys, documenting processes, and supporting core channel applications. Additionally, you will analyze channel data to generate actionable insights and maintain data pipelines to improve service experiences.

Job details

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. To learn more about CIBC, please visit CIBC.com What you'll be doing Our Contact Centre & Omnichannel team is hiring several co-op students for the Winter 2027 term. We’re focused on making every interaction count by delivering faster, simpler, and smarter service experiences for our clients and frontline teams. As a Contact Centre & Omnichannel Co-op, you’ll contribute to strategic initiatives that improve client and employee experiences across the Contact Centre and broader Omnichannel ecosystem. You’ll work in a collaborative, cross-functional environment alongside business, technology, and partner teams across CIBC. Depending on business needs and your experience, you’ll support one of several focus areas, including journey mapping and process design, channel applications, channel insights, or channel data engineering. In each area, you’ll help turn ideas, data, and client needs into meaningful improvements that support lasting value. At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. Important information You are currently enrolled in post-secondary education and returning to full-time studies after your work term. You do not need to be in a registered co-op program. We may ask you to complete an attribute-based assessment. Our goal for the application process is to learn more about you, what you have to offer, and give you the opportunity to learn more about us. Please include your resume (no more than 2 pages), a cover letter (no more than 1 page), and your most recent unofficial transcript with your application. These should all be uploaded into the Resume section of the application as one pdf document. This is a four month opportunity. Successful candidates will be assigned to one of the following focus areas: Journey Mapping & Process Design: Help design end-to-end client journeys and process flows across channels. You will document how experiences should work before they are built, including user stories and process documentation. Channel Applications SME: Support subject matter work on our core channel applications, including functional analysis and requirements gathering. You will collaborate with business and technology teams to evolve key platforms and capabilities. Channel Insights: Turn channel data into actionable insights that support transaction deflection, improve digital containment, and identify friction points and opportunities across products and client journeys. Channel Data Engineering: Support the development and maintenance of data pipelines, data mapping, and internal business tools. These enable reporting and self-serve access to channel data and insights. How you'll succeed Support journey and process design - Help document end-to-end client journeys and process flows across channels. Contribute to user stories, process documentation, and experience design work that helps teams define how solutions should work before they’re built. Contribute to channel application initiatives - Support functional analysis and requirements gathering for core channel applications. Work with business and technology partners to help enhance platforms and capabilities. Turn information into insights - Analyze channel data to identify friction points, opportunities, and trends across products and client journeys. Help generate insights that support digital containment, transaction deflection, and improved client experiences. Assist with data and tool development - Support the development and maintenance of data pipelines, data mapping, and internal business tools that enable reporting and self-serve access to channel insights. Work collaboratively across teams - Partner with business, technology, and cross-functional stakeholders to support shared goals, maintain alignment, and contribute to meaningful outcomes. Bring curiosity and perspective - Stay informed on digital capabilities, client behaviour, and market trends. Explore opportunities, challenge assumptions, and contribute ideas that help improve how we serve clients across channels. Who you are You put our clients first. You value simple, effective, and seamless experiences, and you’re motivated by work that improves how clients interact with us across channels. You love to learn. You're passionate about growing your knowledge. You have a strong sense of curiosity. You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life. You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making. You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. You can demonstrate experience in Microsoft Office, including PowerPoint, Excel, Outlook, and Word. It’s an asset if you have experience with analytics, process mapping, requirements gathering, data tools, or other technical skills relevant to the team you join. You’re currently enrolled in post-secondary education and will be returning to full-time studies after your work term. You do not need to be enrolled in a registered co-op program. You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best. What CIBC Offers At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs and MomentMakers, our social, points-based recognition program. Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients. *Subject to program terms and conditions What you need to know CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us. Expected End Date 2027-04-23 Job Location Toronto-81 Bay, 16th Floor Employment Type Temporary (Fixed Term) Weekly Hours 37.5 Skills Artificial Intelligence (AI), Microsoft Office, Microsoft Power Business Intelligence (BI) Desktop

What you’ll do

You will contribute to strategic initiatives by designing client journeys, documenting processes, and supporting core channel applications. Additionally, you will analyze channel data to generate actionable insights and maintain data pipelines to improve service experiences.

Requirements

Candidates must be currently enrolled in post-secondary education and returning to full-time studies after the work term. Proficiency in Microsoft Office and strong critical thinking or analytical skills are required.

Benefits

• Competitive compensation
• Banking benefit
• Wellbeing support
• Employee and family assistance programs
• MomentMakers recognition program

Listed skills

• Requirements gathering · Preferred
• Microsoft Office · Preferred
• Microsoft Excel · Preferred
• Microsoft Outlook · Preferred
• Microsoft Word · Preferred
• Critical Thinking · Preferred
• Communication · Preferred
• Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Journey mapping
• Process design
• Functional analysis
• Requirements gathering
• Data engineering
• Data pipelines
• Data mapping
• Microsoft Office
• PowerPoint
• Excel
• Outlook
• Word
• Critical thinking
• Communication
• Collaboration
• Analytical skills
• Functional Analysis
• Digital Capabilities
• Process Mapping
• Curiosity
• Microsoft Excel
• Artificial Intelligence
• Business Intelligence
• Business Technologies
• Call Center Experience
• Decision Making
• Critical Thinking
• Data Engineering
• Data Mapping
• Experience Design
• French Language
• Higher Education
• Innovation
• Market Trend
• Microsoft Outlook
• Microsoft PowerPoint
• Process Design
• Requirements Elicitation
• User Story
• Teamwork
• Data Pipelines

Job areas

• Customer Service & Support
• Data & Analytics
• Finance & Accounting
• Technology
• Consulting
• Omnichannel Service General Manager
• Data Engineer
• Software Developers
• Database Administrators

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