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

The Director, Client Experience (CX) Strategy & Governance plays a vital role in defining and living our enterprise CX Strategy, driving key client experience and operational projects forward, rallying internal support, and delivering on CIBC’s goal of being a relationship focused bank and a leader in client experience.

This role leads a team responsible for building and delivering on an enterprise CX strategy and enabling strong governance and business management practices. This includes assessing and resourcing bank-wide initiatives, overseeing a portfolio of strategic initiatives, planning and managing the end-to-end development of executive and board reporting to drive one consistent CX voice. The candidate will be team-oriented and a change leader, capable of articulating a strong vision and leading cross-functional efforts. They will work with and present to vendors and partners at all levels in the organization, including senior executive business-unit leaders.

This role is a senior position within the Client Experience team and requires a hands-on approach to solving problems, defining strategies, planning, and managing change related to all aspects of the client experience and improvement initiatives. It’s ideal for someone with big picture thinking, nuanced decision making and hands on execution, balancing strategy and delivery in a fast-paced environment.

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 & Thought Leadership: Provide expert level thought leadership on client experience using best practices and methodologies. Develop innovative, leading-edge client experience designs and improvement strategies across all client interaction channels; this role requires you to be up to date with industry trends and thinking around client experience in the banking, finance, and other industries. Lead and implement a portfolio of client experience projects or programs; identify client experience or operational roadblocks/opportunities and resolve them through actionable recommendations in collaboration with CX and line of business partners.
• Governance: Inspire a team that assesses and review 600+ project and risk reviews annually across all strategic business units to ensure CX is prioritized from business casing, build, implementation and sustainment activities. This team provides subject matter expertise across the bank on client impacts, including the project management office, governance, risk and compliance teams.
• Business Management: Lead the coordination of activities across the broader CX team and integration with business management teams in the Chief Administration Office and product, channel and segment partners as required. Ensuring that CX remains top of mind for our stakeholders by driving engagement though key business reviews, management meetings, executive updates, townhalls, and other strategic updates.
• Relationship Management: Manage relationships with business partners through frequent updates and communication on the progress of client experience strategies and projects. Liaise with functional groups across CIBC and influence business partners to ensure alignment of initiatives and solutions that drive to deliver the best possible client experience outcomes. Leverage proven Change and Project Management disciplines and methodologies to facilitate fulfillment of goals and outcomes with partners.
• Leadership: ​Motivate a team of senior consultants and consultants to ensure quantitative and qualitative results are achieved. Investigate process/operational issues to determine root cause and take corrective action. Review workflow to identify opportunities for continuous improvement, act within scope of authority. Establish operational objectives and work plans, delegate assignments where appropriate.
• Client Advocacy: Ensure the voice of the client is present during key decisions impacting the experience we deliver to them. Be a change leader, identify opportunities and advocate to improve the client experience as a CX subject matter expert. Proactively identify areas of opportunity to further embed client centricity in our DNA across our lines of business.
• Communications: Use storytelling to translate complex data and insights to create a compelling vision, reports and presentations for key stakeholders including Senior Executives. Present NPS system overviews, strategic CX industry, consumer and competitive intelligence insights across CIBC.

Who you are

• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
• You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
• 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.
• 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 look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.
• You are a bold and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching and driving successful team performance.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

#LI-TA

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 [email protected]

• 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.

Job Location

Toronto-81 Bay, 33rd Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Planning, Change Management, Client-Centric, Communication, Cross-Functional Teamwork, Customer Experience (CX), Facilitation, Group Problem Solving, Leadership, Microsoft Excel, Microsoft PowerPoint, Microsoft Project, People Management, Project Management, Team Development