Senior Research Consultant, Client Experience Measurement

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

What you’ll be doing

The Enterprise Client Experience (CX) team is responsible for galvanizing CIBC to improve CX and build a base of loyal clients who will refer CIBC to their family and friends. Within Enterprise CX is the Client Experience Measurement Team (CXMT), a small centralized group of research specialists responsible for conducting on-going NPS surveys among CIBC clients and providing actionable insights/analyses to remove/reduce client irritants or pain-points. The team also provides NPS and CSAT consulting expertise in the development of corporate, segment, channel, and line of business CX strategy and actioning.
The Senior Research Consultant, CX Measurement is a key member of CXMT who partners with channels and partners from across CIBC, ensuring that they continuously receive, understand and action the Voice of Client (VoC).  They are the trusted advisor and subject matter expert in CX and Research for their partners.  In this role, they deliver specialized research studies to our LOB partners to identify client needs, and to better understand client attitudes and behaviours.  Building compelling insights from this research, the Senior Research Consultant collaborates with partners to understand the feedback and to help drive change that delivers better Client Experience. 

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

• Strategic advisory and relationship development - Work cross functionally with our partner leaders, using CX data and insights, to influence their CX plans and priorities needed to deliver a client focused agenda.
• Liaise with various LOB partners across CIBC (e.g. Retail, Wealth, Commercial, Contact Centre, Digital) to ensure strategic alignment with CX improvement.  
• Build and manage Voice of the Customer (VOC) surveys for stakeholder teams, ensuring that insights generated from these surveys identifies top CX irritants, enables actioning, and monitor for improvements.
• Work in partnership with other CX teams to integrate insights to create one client story.
• Consult with stakeholder teams to proactively identify their insights needs and to conduct primary research that addresses those needs.
• Data collection and analysis - Seamlessly execute surveys by managing back-end operations of the programs.
• Research and implement new and innovative methodologies and techniques to improve the quality of client insights.
• Conduct in-depth analysis of client experience data that leads to actionable insights.
• Tackle complex and ambiguous scenarios in a structured manner to enable meaningful analyses leading to uncovering root causes and material insights. 
• Build impactful, visually engaging and easy-to-understand reports and presentations to drive action.
• Client advocacy - Ensure the Voice of Client (VoC) is present during key decisions impacting the experience we deliver to our clients.
• Identify opportunities and advocate to improve the client experience as a CX subject matter expert. 
• Proactively identify areas of opportunity to further embed client centricity across our LOBs.
• Communicate effectively to evangelize and socialize NPS system and CX insights throughout the entire organization, to build a consumer-obsessed and empathic culture.
• Present CX trends, insights, updates and recommendations to partners.
• Manage and support cross-functional relationships to build relationships across the bank including: line of business leaders, other CX teams, CXMT team members, other internal research and insights teams, as well as external insights and research partners.

Who you are

• You have an Undergraduate Degree in Science, Engineering, Business or related discipline.  MBA preferred.
• You can demonstrate experience in, and solid understanding of, CX and NPS programs. CCXP preferred.
• 5-7 years consumer insights or market research experience, with experience in both qualitative and quantitative insights work. Client-side experience preferred. It's an asset if you have Financial services experience (but not mandatory).
• Extensive experience in building strategic partnerships with critical internal stakeholders and leading insights planning and development with those stakeholders.
• Proven track record of actionable insights work, including compelling and motivating storytelling and action planning.
• Proven track record of insights and research management, from scoping through to report development and presentation.
• Advanced Communication Skills - both written and verbal.  Ability to effectively adjust messaging for senior executives as well as for front line staff.
• You're motivated by collective success. You are passionate about working across teams and breaking silos.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

#LI-TA

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 [email protected]

• 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, 33rd Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Conducting Surveys, Customer Experience (CX), Data Compilation, Primary Research, Researching, Research Methodologies