Director Client Journeys

1 week ago

Toronto, Ontario, Canada CIBC Full time
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

What you'll be doing


The Director, Client Journeys will be responsible for continually developing & refining end to end client journeys based on client segment and business benefit.

The incumbent will be expected to take an end-to-end view across acquisition, onboarding, engagement and servicing and have a multi-channel lens to provide for a seamless client experience.

This will include developing the work plans to deliver on the Client Lifecycle Growth propositions and drive strategic segment growth, along with increasing client satisfaction.

Work effort will entail overseeing cross functional working teams tasked with designing and delivering solutions with a "digital first" mentality.


  • 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 13 days per week onsite, while other days will be remote._
How you'll succeed

  • Journey Design & Assessment
  • Lead efforts to identify and prioritize critical client journeys, based on client and business value. Manage efforts to design "current state" client journeys and supporting processes to identify gaps and areas of opportunity. Develop a sound understanding of client segments and the pain points to facilitate design of and alignment on "end state" journeys and supporting processes to deliver on client and business results. Effectively frame business problems to be solved, define success criteria, align business stakeholders to outcomes and drive collaboration towards creating client journeys that help solve business problems
  • Enablement, Development & Delivery
  • Develop prioritization frameworks that help to evaluate costs and benefits of proposed journeys solutions Coordinate synthesis of multiple data sources and research insights to inform and prioritize team efforts. Lead enablement & delivery of client journeys leveraging principles of agile operating model, and driving collaboration through colocation. Drive development of pilots and proof of concept programs from concept through to execution and develop measurement and reporting thereof to continuously refine the journeys
  • Stakeholder Management
  • Oversee the design and facilitation of interactive ideation sessions and workshops with CIBC staff, and internal / external stakeholders as required. Partner with and lead cross functional teams (e.g. Product, Process, Service Design, Marketing, Digital, Analytics, Frontline channels etc.) to drive alignment and focus on relevant and impactful solutions. Identify and work to eliminate barriers and obstacles that slow or prevent the successful attainment of journey enablement capability delivery
  • Communications
  • Convey compelling stories that are effective in communicating client experience through a journey in a simple and engaging way. Deliver presentations to senior executive leadership on journey enablement activities, findings, proposals and outputs.
  • People Management
  • Provide indirect leadership and effective management to cross functional teams to influence employee commitment to the organization, to the team, and to their job
Who you are

  • You demonstrate experience. 10+ years of experience in Client/Customer Experience Strategy, Journey Design, Process Improvement, Digital Marketing or related fields. A few years experience working in financial services industry in a similar role or in a leading consulting firm having worked on financial services projects will be preferred
  • You have well developed leadership capability. Proven leadership skills and business acumen. Strategic thinker with a track record of delivering impactful results. Established relationship management skills expected, with a strong focus on developing and sustaining effective relationships with key stakeholders
  • You are solutions focused. Comfortable with ambiguity; displays flexible and creative approach to problem solving. Experience working in multidisciplinary teams and projects
  • You are confident in your insights. Excellent facilitator, comfortable leading collaborative sessions with crossfunctional working groups. Natural storyteller with ability to present insights in compelling ways and explain complex analysis to any audience
  • You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
  • Values matter to you. You bring your real self to work, and you live our values trust, teamwork, and acco

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