Contact Centre and Omnichannel Co-op, Winter 2027

CIBC; Toronto; On-site; CAD 25,000 - 30,000; Full time

Benefits offered by this job

Competitive compensation

Banking benefit*

Wellbeing support

Employee and family assistance

Job summary

CIBC is hiring several Co-op students for the Winter 2027 term in Toronto to contribute to the Contact Centre & Omnichannel team. You’ll join a collaborative, cross-functional environment and support initiatives across journey mapping, channel applications, insights, or data engineering.

Work arrangement details will be discussed during interviews. You’ll be enrolled in post-secondary education and plan to return to full-time studies after the term, with opportunities to learn Power BI, data

Qualifications

• Currently pursuing post-secondary education and returning to full-time studies after the work term.
• Strong communication and problem-solving abilities are valued.
• Ability to work cross-functionally with business, technology and partner teams.

Responsibilities

• Support journey mapping and process design for channel experiences.
• Assist with requirements gathering and user stories for channel applications.
• Analyze channel data to identify friction points and opportunities across journeys.
• Collaborate with business and technology teams to enhance platforms and capabilities.
• Contribute to reporting pipelines and self-serve data insights.

Skills

Teamwork

Curiosity

Digital savvy

Communication

Education

Post-secondary student

Tools

Power BI

PowerPoint

Excel

Data tools

Job description

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.

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.
• Support 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

• competitive compensation
• banking benefit*
• wellbeing support
• additional offers such as employee and family assistance programs
• MomentMakers, our social, points‑based recognition program

*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 [e-mail].

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.

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

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.