Consultant, Frontline Platform Process Transformation

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 Consultant, Process Transformation plays a pivotal role in driving strategic initiatives that enhance client and employee experiences across frontline platforms. This role focuses on designing and executing process improvement projects, with a strong emphasis on journey mapping and leveraging automation tools to drive efficiency and effectiveness.
- 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 1-2 days per week on-site, while other days will be remote._

How you'll succeed

Process & Platform Optimization
Drive and support transformation initiatives in alignment with platform strategy, with an emphasis on optimizing client-advisor journeys and enhancing platform integration. Responsibilities include conducting comprehensive current state analyses to identify process improvement opportunities across digital, frontline, and contact center channels. The role also encompasses designing and validating detailed journey maps—incorporating diverse flow scenarios, personas, and platform interactions—to inform and shape future state solutions.

Automation & Collaboration
By leveraging automation tools such as Power Automate, you design and implement workflows that streamline operations and minimize manual effort. Collaboration with cross-functional teams—including Product, Channel, and Advisory Services—is essential to define project scope and develop effective, targeted solutions.

Stakeholder Engagement & Performance Monitoring
You facilitate workshops and conduct stakeholder interviews to gather insights and ensure alignment on transformation objectives. Additionally, you monitor and report on the effectiveness of implemented solutions by conducting cost-benefit analyses and tracking key performance indicators to measure success.

Who You Are
- You possess 2-5 years of experience in process consulting, business analysis, or transformation roles, with demonstrated expertise in journey mapping, persona development, and process optimisation
- Experience in Microsoft Power Automate and familiarity with other RPA tools, It's an asset to have Lean Six Sigma certification.
- You're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
- Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
- 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.
- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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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- 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. Job Location

Toronto-81 Bay, 27th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Data Analysis, Project Management