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Senior Manager, Client Experience Design CIB – Toronto, ON

Toronto, ON

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 feel empowered at work. Our team members have what they need to make a meaningful impact and feel truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

Job Description

What You’ll Be Doing

You will be part of the Business Banking team and report to the Director, Client Experience Design. As Senior Manager, Client Experience Design within the Business Journeys & Solutions team, 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 in Small Business Banking. 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, implementing, and leading impactful 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.

How You’ll Succeed

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 project 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

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 Small Business Banking as appropriate. Develop communication strategies for distribution of information from VOC program.

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.

Who You Are

  • You can demonstrate experience in client experience & design methodologies (e.g., service design, design thinking, facilitation, research) 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, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:

  • Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
  • Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
  • Develop : Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
  • Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan

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 during the application or interview process, 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

Job Location

Toronto-CC North 12th FloorEmployment Type

RegularWeekly Hours


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