Senior Consultant, Client Experience Strategy

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

Job Description

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 banks client focused strategy and purpose. You will work in partnership with LOBs across the organization to drive change through building and implementing tactics with a client focused lens. As Senior Consultant, you will lead critical programs that forward our client strategy.

***This job posting represents hiring activity for multiple roles.***

How You Will 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.

• Analysis- You will be required to take a data-driven approach and analyze and draw key insights from enterprise data (client, performance and operational), processes, documents and technologies to identify gaps to desired strategy and to provide solutions and recommendations based on your analysis.

• Relationship Building- You are required to liaise with functional groups across CIBC to negotiate and influence business partners to ensure alignment of initiatives / solutions and individual deliverables across dependent client experience initiatives.

• Strategy and Delivery- You will be responsible for managing projects of a moderate to high level of complexity that introduces new or improved processes, products, services or experiences for clients. Tasks may include drafting a business case, business requirements, project charter, RFP process, contract negotiations, vendor selection, etc. Other tasks may be developing roadmaps and conceptual solutions and conducting internal/external benchmarking activities.

• Change Management- You may be required to develop frontline support/training materials, guides that guide our frontline staff how to delivery promoter creating and sustaining experiences to clients. In addition to developing the material, creating and executing against a plan to effectively achieve sustainable behavior change.

Who You Are

• You have experience leading large initiatives and change.You can manage multiple large scale initiatives and have an ability to prioritize and meet multiple deadlines concurrently.

• You partner well with stakeholders and business partners.

• You can influence without authority.You build relationships and use data to influence stakeholders.

• You value teamwork.You enjoy working and collaborating as a team and believe that success is achieved as a team.

• You are focused on the client.You are able to balance client and business objectives and work effortlessly to find solutions that meet both needs.

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, 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

• CIBC is committed to doing our part to protect our team, our clients and our communities. We want to ensure we have a safe and healthy workplace, and we want to do our part to get through this pandemic. In keeping with this commitment, and as a condition of employment, CIBC requires all successful candidates to be fully vaccinated against COVID-19 as of their start date, or provide written proof of a medical exemption, or other substantiated accommodation request under applicable human rights legislation.

Job Location

Toronto-81 Bay, 33rd Floor

Employment Type

Regular

Weekly Hours

37.5

Skills