Job Information
CIBC Senior Manager, Client Experience Design in Toronto, Ontario
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 (https://www.cibc.com/en/about-cibc.html)
What You’ll Be Doing
You will be part of the Business Banking Products, Solutions & Channels team and report to the Senior Director, Client Experience Design, Digital & Partnerships. As Senior Manager, Client Experience Design you will play a pivotal role in establishing a Centre of Design Excellence to support all of Small Business Banking. You will be accountable for taking a leadership role in the development and delivery of projects that are critical to enabling strategic segment growth and client experience improvement. This includes overseeing the design, development and delivery of scaled capabilities, as well as business ownership on strategic digital programs/roadmaps. You will also play a key role in developing impactful Digital Voice of the Customer (VOC) programs to drive awareness and instill customer centric decision making across Small Business Banking.
You will partner with program owners to articulate a vision for a new or different type of service, by conducting primary and secondary research that builds empathy with the end client, facilitate end to end customer journey mapping, derive key insights, identify strategic capabilities and risk mitigation tactics. You will also collect, analyze and interpret various sources of voice of the customer (NPS, complaints, client interviews, focus groups etc.) to formulate actionable insights.
At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.
How You’ll Succeed
Client Experience: Help design innovative services and experiences that create measurable value for our clients while meeting business objectives. Lead the design and facilitation of interactive ideation sessions and co-creation workshops with clients, CIBC staff and internal stakeholders. Provide (Small) Business Banking’s direction and requirements for strategic digital programs that impact client base and lead, coordinate or support such initiatives on behalf of Business Banking as appropriate. Develop communication strategies for distribution of information from VOC programs where applicable.
Research & Insights - Lead the synthesis of multiple data sources and research insights into concise communication artifacts and visualizations (customer journey maps, personas, storyboards) that tell a clear story about the biggest implications for the client and business. Design and conduct primary research (interviews, observations, focus groups) and secondary research (horizon scans, literature reviews) focused on building empathy for the end client. Understand the supporting systems and organizational structures which uphold the current service, and design achievable improvements that can be implemented and scaled. Champion loyalty and customer insights across Small Business Banking by developing concise/easy to understand customer insights and actionable recommendations.
Program/Project Management: Manage a portfolio of programs and projects to support Small Business Banking’s short and long term strategic objectives, revenue and profit growth and improved client satisfaction. Lead and/or support cross-functional teams to help frame the problems to be solved, define client experience success criteria, complete stakeholder interviews, help business stakeholders state the project vision, and develop conceptual models or frameworks that direct the solution. Where appropriate develop and obtain approval of business cases outlining program objectives, resource requirements, associated costs and cost-benefit analysis. Provide detailed analysis, interpretation and informed opinion to support and guide senior management; obtain senior management approvals on project progress or problem resolution in a timely manner. Ensure organizational risk and opportunities are identified and raised for consideration in the analysis, assessment and formulation of projects and initiatives.
Who You Are
You can demonstrate experience in client experience & design methodologies (e.g., service design, design thinking, facilitation, user research/ethnography) and best practices. You have 4+ years of relevant experience in insights, market research, strategy, service design or project management related roles.
You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.
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 aspire to give you a career, rather than just a paycheck.
We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program, defined benefit pension plan, an employee share purchase plan, a vacation offering, wellbeing support, 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.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
*Subject to plan and 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
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 tests (such as simulation, coding, French proficiency, MS Office). 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.
Job Location
Toronto-81 Bay, 23rd Floor
Employment Type
Regular
Weekly Hours
37.5
Skills
Business Storytelling, Customer Project Management, Stakeholder Buy-In, Stakeholder Partnerships, Stakeholder Relationship Management, Stakeholder Requirements, Storytelling, Strategic Storytelling
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 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.