Senior Product Owner

Nous bâtissons une banque axée sur les relations pour un monde moderne. Nous recrutons des professionnels talentueux et passionnés qui ont à cœur de faire ce qu’il faut pour nos clients. À la Banque CIBC, nous misons sur vos forces et vos ambitions pour vous donner le pouvoir d’agir. Les membres de notre équipe disposent de ce dont ils ont besoin pour apporter une contribution significative et être valorisés, à la fois pour ce qu’ils sont et ce qu’ils font. Pour en savoir plus sur la Banque CIBC, visitez le site .What you'll be doingAs Sr Product Owner, you will operate across both agile and waterfall delivery styles, partnering closely with Contact Centre Operations, Technology, Risk Groups, and vendor teams to define the roadmap, prioritize the backlog, and deliver measurable outcomes. Your work will directly support CIBC’s strategic priorities across Personal and Business Banking with a focus on: Interaction deflection/containment, productivity improvements, Revenue uplift & Positive impact on employee survey results.How you’ll succeed Product ownership and vision - Define and communicate the multi-year product vision and roadmap for contact centre initiatives (i.e. Contact Centre as a Service transformation; desktop modernization), aligned to client experience, sales goals, and operational efficiency. Translate strategy into clear features and user stories with acceptance criteria; manage and prioritize the backlog based on business value, risk, effort, and dependencies. Define client and agent experience agnostic of platform. Assess desired experience against chosen platform and make strategic trade-offs.Delivery and execution - Lead agile ceremonies (backlog refinement, sprint planning, showcases) and partner with delivery teams to meet definition of ready/done. Support waterfall deliverables where appropriate (requirements documentation, stage-gate reviews, test plans, release readiness). Coordinate end-to-end delivery and integrations across contact centre impacted platforms & stakeholders. Oversee user acceptance testing, production validation, and post-release performance monitoring; manage defect triage and continuous improvement.Client and agent experience - Improve mapping current-state workflows, identifying pain points, and designing optimized future-state processes that reduce transfers, after-call work, and rework. These efforts advance interaction deflection and containment by enhancing self-service options, implementing guided workflows, improving knowledge search, and leveraging automation. Additionally, embedding frontline feedback loops—such as surveys, pilots, and agent labs—helps streamline agent tasks and positively impact employee survey results. On the sales enablement and performance front, optimizing workflows to surface next-best actions, pre-populate data, and reduce effort in sales and servicing is key. Experiments, including A/B tests and pilots, are run to improve sales conversion and productivity, with successful initiatives scaled to maximize impact.Data, analytics, and value realization - Establish baseline metrics and define OKRs/KPIs and dashboards; track benefits such as deflection/containment rates, Average Handle time, After Call Work, agent productivity, First contact resolution, employee and client net promoter score, sales conversion, and error reduction. Build business cases and funding requests; provide clear benefit realization updates to senior leadership and governance forums. Assess emerging capabilities & trends for feasibility, scalability, and business value.Stakeholder engagement, governance, and change leadership - Collaborate across Operations, Personal and Business Banking Product and Distribution, Technology, Risk and vendor partners to align priorities and delivery plans. Prepare and present regular governance updates to senior leadership audiences, including steering committees, and partner groups; influence decisions and secure approvals through strong storytelling & deck building. Drive organizational readiness: training, communications, process updates, and support transitions; ensure adoption and sustained change.Risk, compliance, and quality - Ensure features and integrations meet regulatory, privacy, security, records retention, call recording, and accessibility standards. Define and monitor non-functional requirements (availability, performance, resiliency) and service levels with internal teams and vendors.Who you areYou can demonstrate experience in the development of strategies with a focus on digital, innovation, client experience, revenue generation, and developing business cases and business requirements. You have knowledge of digital practices and principles to analyze and interpret complex concepts and apply these in creative ways. You bring 5+ years of product ownership or management, delivering complex, cross-functional technology solutions, and at least 4 years of consultative or management-level experience solving complex business problems. Preferred Skills: Background in retail banking or large enterprise contact centre operations is an asset but not required. Certifications such as CSPO/PSPO/SAFE POPM, Lean Six Sigma, ITIL, or PROSCI/ADKAR with relevant practice are also considered assets but not required.You’re driven by collective success. You establish productive relationships with departments and partners across the organization and externally. You are experienced in data-driven decision-making, establishing baselines, defining KPIs/OKRs, building business cases, and producing benefit realization reporting.You are influential. You recognize and respond to underlying concerns of multiple interests and shape the decision-making process in situations that involve complexity and ambiguity. Your practical knowledge of compliance, privacy, and risk in financial services, along with your commitment to accessibility and inclusive design, enables you to navigate sensitive and regulated environments.You enjoy uncertainty and ambiguity. You understand that to innovate you must be comfortable deciphering what needs to be done next. You develop imaginative solutions and new ways of thinking about situations, problems, and opportunities. You are proficient with delivery and collaboration tools and practices (e.g., Jira/Confluence or equivalent), process mapping, and structured problem solving.You're Tech savvy. You seek out innovative solutions and embrace evolving technologies. You easily adapt to new tools and trends, and experience in agent UX, journey mapping, and experimentation (A/B testing) is an asset.Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.Ce que la Banque CIBC vous offreÀ la Banque CIBC, vos objectifs sont une priorité. En fonction de vos forces et de vos ambitions en tant qu’employé, nous nous efforçons de créer des occasions qui vous permettront d’exploiter votre potentiel. Notre objectif est de vous offrir une carrière, pas uniquement un chèque de paie.Nous nous efforçons de vous récompenser de façon personnalisée et pertinente, notamment en vous offrant un salaire concurrentiel, une rémunération au rendement, des avantages bancaires, l’adhésion à un programme d’avantages sociaux*, à un régime de retraite à prestations déterminées* et à un régime d’achat d’actions par les employés, des vacances, du soutien pour votre bien-être et Créateur de moments, notre programme social de reconnaissance basé sur des points.Grâce à nos espaces et à nos outils technologiques, il devient facile de réunir les grands esprits pour créer des solutions novatrices qui améliorent les choses pour nos clients.Nous favorisons une culture qui encourage l’expression de vos ambitions au moyen d’initiatives comme la journée Raison d’être, une journée de congé payé dont vous pouvez profiter pour investir dans votre croissance et votre perfectionnement.* Sous réserve des modalités du régime et du programmeCe que vous devez savoirLa Banque CIBC s’est engagée à créer un milieu de travail intégrateur où tous les membres de l’équipe et les clients se sentent à leur place. Nous recherchons des candidats dotés d’un large éventail de compétences et offrons une expérience accessible aux candidats. Si vous avez besoin d’une solution d’adaptation, écrivez à .La Banque CIBC s’engage à faire preuve de clarté dans le cadre de son processus d’embauche. Tous les affichages visent à pouvoir des postes pour lesquels nous recrutons activement, à moins d’avis contraire. Vous devez être légalement admissible à travailler au Canada dans les lieux précisés ci-dessus et, s’il y a lieu, détenir un permis de travail ou d’études valide.Nous pourrions vous demander de remplir une évaluation fondée sur les attributs et d’autres tests de compétences (comme la simulation, la programmation, la maîtrise du français) Nous utilisons des outils d’intelligence artificielle pendant le processus de recrutement. Notre objectif pour le processus de demande est d’en apprendre davantage sur vous et sur tout ce que vous avez à offrir, et de vous donner l’occasion d’en apprendre davantage sur nous. Lieu de travailToronto-81 Bay, 18th Floor​​Type d’emploiPermanentHeures de travail hebdomadaires37.5CompétencesAméliorations du processus, Axé sur les détails, Communication, Efficacité d'entreprises, Gestion de projet, Gestion de relations, Pensée analytique, Présentation professionnelle, Service client, Travail d'équipe