Sr. Manager - Client Experience Design

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

You will join the Business Banking Client Experience team, reporting to the Director of Marketing and Communication. As Senior Manager, Digital and Client Experience, you will be responsible for overseeing the management and strategic direction of our Business Banking digital initiatives. This role will primarily focus on driving the digital marketing strategy to ensure alignment with our business objectives.

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. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How You’ll Succeed

Client Experience: You will play a crucial role in shaping and managing our Business Banking’s digital strategy. This position requires a strategic mindset, strong execution capabilities, and excellent communication skills, all while navigating the rapidly evolving digital landscape. This role is pivotal in driving the growth strategy for Digital Investing and involves substantial collaboration with the Senior Leadership Team within the Digital teams. You will lead the development and enhancement of user experience across all digital platforms plus collaborate with cross-functional teams to ensure a seamless and engaging client journey. Analyze user feedback and data to inform design and functionality improvements. Engage with senior leadership to communicate insights and recommendations for enhancing digital experiences.

Website Management: Oversee the maintenance and functionality of the Business Banking Dot Com site. Ensure the website is optimized for performance and user experience. Collaborate with key product partners and stakeholders to align website updates with business objectives. Work closely with legal and compliance teams to ensure all content and operations meet regulatory standards. Implement agile methodologies to facilitate timely updates and enhancements to the dot com site.

Program/Project Management: Lead significant projects, ensuring that the company’s vision is effectively communicated and executed at all levels. Monitor website performance metrics, analyze data, and identify areas for improvement to enhance overall effectiveness. Produce monthly and quarterly results, plus stay up-to-date with industry regulations and best practices for online marketing and e-commerce. Participate in setting organizational objectives and developing core policies related to online operations.

Who You Are

• You can demonstrate experience demonstrated background in client experience and digital best practices, with over 4 years of relevant experience in marketing principles. This includes overseeing a company's website, online marketing initiatives, e-commerce operations, digital strategy, and potentially managing social media efforts.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
• You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
• 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-carrieres@cibc.com

• 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, 23rd Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Deliverables Management, End-to-End Testing, Leadership, Project Coordination, Project Delivery, Requirements Gathering, Strategic Business Consulting, Waterfall Model