Experience
Four internships. Two companies. A progression from business analysis to service design to product — always at the intersection of people, technology, and change.
Toronto, Ontario · 3 Roles · 2023 – 2026
Across four internship terms at CIBC, I drove enterprise fintech transformation from four different vantage points — designing AI products under Advanced Analytics & AI, mapping and redesigning banking services in Process Engineering, and grounding it all in business analysis for the Cards team. Each role built on the last: I learned how decisions are made, then how services are experienced, then how to shape both through design.
Product Designer
Jan 2026 – Apr 2026
People Change Management · Advanced Analytics & AI
The challenge
CIBC was scaling AI adoption across a 50,000+ person organization — but employees didn't trust the tools, and teams were building in silos with no visibility into what other departments were doing. PCM's mandate was to change that: deploy AI responsibly, create transparency, and bring the organization along through design and communication.
What I did
Designed UI for an AI report generation platform with human-in-the-loop transparency built into the interface — ensuring users always understood what the AI was doing and why.
Planned and facilitated monthly CAI (CIBC's internal LLM) adoption sessions — sharing what's new, collecting feedback, and building a community of 900+ change champions across the enterprise.
Built and launched the AAAI resource website — a single source of truth used by 5 teams and ~80 people across AI Build Solutions, AI Governance, PCM, and senior leadership.
Designed AAAI presentation templates adopted department-wide, bringing visual consistency to how AI work was communicated upward and across teams.
Developed a State of AI report and an AI podcast plan featuring the VP of AAAI — making AI trends and internal use cases accessible to non-technical employees.
Produced demo videos for the Client Account Management platform — showcasing how the tool analyzed frontline performance to deliver better client experiences.
Supported VP-led leadership sessions on AI advocacy and change strategy, helping senior leaders understand how to champion AI adoption within their teams.
Built a UI component library for rapid prototyping, fully aligned to CIBC's branding guidelines — giving the team reusable, on-brand building blocks for designing new AI tools faster.
900+
change champions engaged
80+
people using the AAAI resource site
50k+
employees with access to CAI
Work samples
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Service Designer
May 2025 – Dec 2025
Service Design · Optimization & Process Engineering
The challenge
CIBC's long-term strategy required clients to shift toward digital banking — but adoption was slow and the in-branch experience was full of friction points. The Timewise study set out to analyze how banking centres actually operated, surface inefficiencies, and design toward a more digital-first future.
What I did
Conducted user testing and interviews with 20+ banking centre staff and clients, gathering on-the-ground insights to inform digital adoption strategy.
Produced journey maps and Figma prototypes that surfaced where processes could be automated, digitized, or redesigned — presenting findings and recommendations directly to the Client Franchising team to inform their digital adoption strategy.
Facilitated co-creation workshops bringing together teams from across Client Franchising, frontline banking staff, user research, and process engineering — collaboratively ideating on how to accelerate digital adoption and reduce friction in the in-branch experience.
Developed a script aid package to support frontline employees in introducing SMS link technology to clients. The package gave staff the language and confidence to explain how CIBC sends a direct link to a feature in the client's mobile app — helping clients complete the action themselves and build independence with digital tools over time.
Partnered with the Internal Audit team to shift employee perceptions of audits — designing communications, an AI-powered tone-of-voice agent, and a package of recommendations for engaging teams more kindly. This included a How to Host a Workshop guide so the team could roadshow "About Audit" sessions across the org.
Work samples
Business Systems Analyst
Jan 2023 – Apr 2023
Cards Client Journey Enablement
The challenge
The Aventura credit card reward system had a UX problem — clients weren't engaging with rewards the way the business needed them to. The team needed clearer insight into where the experience broke down and what design changes would move the needle on engagement.
What I did
Conducted business and user analyses, mapping the Aventura rewards journey to identify friction points and UX improvement opportunities.
Produced and iterated UI/UX prototypes in Figma, incorporating cross-departmental feedback to design data-informed solutions.
Collaborated with the Cards Client Journey Enablement Team to design solutions that improved client engagement with rewards features.
Toronto, Ontario · Sep 2024 – Apr 2025
At Interac, I owned innovation end to end — not just contributing to initiatives, but designing and launching them from scratch. I built the infrastructure for an 800-person idea platform, ran a 60+ participant hackathon with executive visibility, and translated frontline user research into product strategy. This was the role where I learned what it actually takes to move an organization toward new thinking.
Innovation Intern
Sep 2024 – Apr 2025
Innovation
The challenge
Interac needed to institutionalize innovation — not as a one-off project, but as something employees actually participated in consistently. There was no existing platform for idea submission, no structured way to run internal competitions, and no clear pipeline from employee idea to leadership consideration.
What I did
Built and launched an internal idea submission platform from zero using Ideanote — engaging 800+ employees with incentive structures that rewarded frequent participation.
Designed and executed the Interac Debit Hackathon end to end — attracting 60+ participants and producing concepts reviewed directly by executive leadership for potential implementation.
Facilitated user research workshops with the Interac Youth Council, applying insights to innovation strategy and future product roadmaps.
Collaborated with Marketing & Communications to produce articles and videos on AI and technology trends, building organizational awareness.
Developed UX prototypes in Figma to explore how Interac could diversify its product offerings — including concepts for a personal budgeting app and an agentic AI-powered money splitter that could automatically divide expenses between users.
800+
employees engaged on the platform
60+
hackathon participants
0→1
built the platform from scratch
From the team
