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Director Client Journeys

3 months ago

Old Toronto, Ontario, Canada Canadian Imperial Bank of Commerce 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 develop ing & refin ing 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 1-3 days per week on-site, 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 co-location. 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 multi-disciplinary teams and projects
  • You are confident in your insights. Excellent facilitator, comfortable leading collaborative sessions with cross-functional 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 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 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 Mailbox.careers-

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 tests (such as simulation, coding, French proficiency, MS Office). 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, 25th Floor

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 develop ing & refin ing 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 1-3 days per week on-site, 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 co-location. 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 multi-disciplinary teams and projects
  • You are confident in your insights. Excellent facilitator, comfortable leading collaborative sessions with cross-functional 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 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 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 Mailbox.careers-
  • 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 tests (such as simulation, coding, French proficiency, MS Office). 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, 25th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Strategies, Communication, Consulting, Critical Thinking, Cross-Functional Teamwork, Customer Engagement, Customer Experience (CX), Customer Experience Consulting, Customer Relationship Management (CRM), Leadership, Lifecycle Marketing, Project Management, Strategic, Strategic Objectives, Teamwork

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability.

Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel.

Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.

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