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

You will join the Client Experience Strategy Team, reporting to the Director of Client Experience Strategy. As Senior Consultant, you will be accountable for leading and supporting initiatives that drive our bank's client focused strategy and purpose. You will work in partnership with lines of business across the organization to drive change through building and implementing tactics with a client focused lens. As a Senior Consultant, you will lead critical programs that forward our client strategy such as, leading dress rehearsals to stress-test the end to end client experience, leveraging design thinking principles to lead journey mapping sessions, identifying moments that matter, highlighting pain points and risk mitigation plans, and supporting partners with ensuring a client-centric design. While UX is a component of the overall Client Experience, this role is not a UX Design role. Please note, this is a 24 month contract opportunity. For internal applicants, this will be a 24 month secondment opportunity.

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.

How you'll succeed

• Strategic Thinking and Thought Leadership - Required to provide expert level thought leadership on client experience through use of best practices and methodologies (e.g. Journey Mapping, Service Design, etc.) to ensure the desired end-to-end experience is executed. Tasks may include designing experiences and/or identifying and drawing linkages to multiple initiatives to ensure a well thought through mitigation plan is in place for client impact. This role requires you to be up to date with industry trends and thinking around client experience in the banking, finance, and other industries.
• Executive Presentations & Storytelling - Ability to synthesize complex concepts and datasets into a clear, concise, and compelling narrative tailored to different audiences. You must be skilled in framing insights in the context of business objectives to drive decision-making and action plans.
• Analysis - You will be required to take a data-driven approach to analyze and draw key insights from enterprise data (client, performance and operational), processes, documents and technology to identify gaps and provide solutions and recommendations. Demonstrate a strong understanding of how to translate data insights into measurable business recommendations.
• Design - Ability to apply design thinking methodologies to solve complex problems ensuring solutions are human-centered and aligned with business objectives. You will required to have a working knowledge of design tools for whiteboarding, journey maps and service design blueprints.
• Partner Influence & Stakeholder Engagement - Ability to build trust and credibility with internal and external stakeholders. You will be required to liaise with functional groups across CIBC to negotiate and influence business partners and ensure alignment of deliverables across dependent client experience initiatives. Proactively engage and communicate with partners to get diverse perspectives and share information.
• Facilitation - Lead working sessions, including journey mapping & co-creations sessions, with a diverse audience to define the end to end client experience, identifying pain points and future-state considerations.
• Project Management - You will be required to apply structured methodologies to plan, prioritize and manage risks & dependencies. Working with a cross-functional team, you will be required to influence without authority.
• Change Management - Leverage change management methodologies to build alignment, mitigate resistance and ensure sustainable change that achieves intended business outcomes.
• Strategy and Delivery - You will be required to collaborate with partners to align on recommendations and hold partners accountable for closure on action items.

Who you are

• You have proven experience in design thinking. High proficiency developing client personas, client journey designs and service blueprints.
• You have strong expertise with design & collaboration tools. Extensive experience with whiteboarding and journey mapping tools including, but not limited to UXPressia, JourneyTrack, Figma, Miro.
• You have strong communication skills and executive presence. You are adept at preparing high-quality executive presentations and can confidently present ideas in a clear, concise manner with diverse audiences
• You have experience leading large initiatives and change. You are skilled in project and change management and can successfully manage multiple large scale initiatives with proven ability to prioritize and meet deadlines and deliver results
• You are successful at influencing without authority. You have extensive experience leading diverse teams, building relationships, and using data to influence stakeholders and decisions
• You are focused on the client. You successfully balance client and business objectives by recommending solutions that meet both needs
• You value teamwork. You enjoy working and collaborating as a team and believe that success is achieved as one team.
• 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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*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 Mailbox.careers-carrieres@cibc.com

• 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. 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.

Expected End Date

2028-06-30

Job Location

Toronto-81 Bay, 33rd Floor

Employment Type

Temporary (Fixed Term)

Weekly Hours

37.5

Skills

Analytical Thinking, Client Facing, Collaboration, Customer Experience Strategy, Customer Journey, Customer Journey Mapping, Design Thinking, Executive Presenting, Experience Design, Judgement, Process Improvements, Professional Presentation, Project Management, Relationship Building, Research Analysis, Stakeholder Engagement