Co-Op Student - MiWay Customer Experience

MiWay’s vision is to provide a safe, reliable, and efficient travel choice that delivers an excellent customer experience.

Our Customer Experience team strives to create positive, memorable travel experiences on MiWay. We develop a deep understanding of our customers and their needs so that we can deliver an excellent customer experience that drives ridership growth and loyalty. We are looking for a Customer Experience intern who can be a strong team contributor to programs at MiWay designed to meet our customers’ (internal and external) needs and expectations.

• Support the design, delivery, and reporting of customer and internal engagement surveys
• Assist with event planning and preparation of internal staff outreach activities, and participate in these activities that increase staff and team engagement (e.g. education of the MiWay Customer Charter, MiWay’s EDI program, etc.)
• Bring a CX-first mindset and empathy for customers to assist with threading together multiple sources of customer-feedback to draw customer insights
• Support programs that increase employee reach and access to department information (e.g. manage the CX webpage, create infographics, create other program material)
• Assist with preparing templates for presenting data and analytics (e.g. a summary report of monthly call statistics)
• Participate in outreach activities and events throughout the City, including at transit locations and onboard buses to inform and promote to target audiences about MiWay benefits, new customer products & programs, service changes/improvements, and policies
• Support the design, delivery, and reporting of the customer experience (via onboard buses, phone, and social media)
• Help plan, create, publish, and share content that builds meaningful customer connections, increases brand awareness, and encourages customers to engage with the brand
• Act as a knowledgeable resource when interacting with staff and members of the public
• Assist with research, tracking, and reporting for projects and outreach activities
• Assist team members as required in the implementation and coordination of approved projects
• Perform other related duties as assigned

• Enrolled in a post-secondary program in communication, technology, marketing, business, public relations or a related field, in year 3 or 4
• Experience organizing and coordinating events and/or other related experience serving customers or participating in public engagements is preferred
• CX-first mindset: empathy for customers
• Creativity to determine the format of reports and to translate a range of diverse information into meaningful reports
• Excellent organization, time management, and research skills.
• Excellent customer service, interpersonal, verbal, and written communication skills
• Proficiency in Office applications (Outlook, Word, Excel, and PowerPoint) to prepare reports, correspondence, spreadsheets, and graphical representations
• Experience using SharePoint and Adobe Creative Suite (Illustrator) are an asset
• Must have the ability to work flexible hours including weekends, early mornings, and evenings as required to participate in outreach events
• Must have the ability to travel