Senior Manager, Cards Client Journey Enablement - 12 Month Secondment

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

Reporting to the Senior Director, Cards Client Journey Enablement, you’ll be accountable for leading key initiatives to drive exceptional client experience and radically simple interactions, while helping to make our clients’ ambitions a reality.  You will examine our end-to-end cards journey with a customer-centric lens. Use data, voice of the customer, front-line service teams and industry insights to create, prioritize, and implement actionable strategies.  You will drive results in client satisfaction, likelihood to recommend, loyalty, and retention.  You’ll be a customer champion as you collaborate with all lines of business and shared services across CIBC. 

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 & Innovative Client-Focused Thinking — Combine creative problem-solving and innovative thinking techniques with a good understanding of the team’s strategic priorities to recommend new opportunities across the portfolio.

Build Partnerships - Work with stakeholders to create a one-plan approach and secure alignment on target clients, objectives, strategies and tactics

Leverage Data - Deliver insights through data analysis and research to drive improvements

Strategy Development - Develop appropriate KPIs and targets; manage to set targets. Understand our clients by leading research stakeholder feedback, customer feedback, benchmarking  and journey mapping to develop deep understanding of our clients’ needs and inform how we attract, engage and retain card clients. Integrate across products and channels to collaboratively design and launch a roadmap that delivers a radically simple digital experience. Define client engagement journeys along with internal systems, processes and communications and identify key gaps, points of friction, opportunity for improvement and implement solutions

Process Improvement- Source Proactively scalable, creative and innovative ideas by assessing our competition, financial services outside of Canada and other industries outside of banking. Support ideation sessions with product, CX, marketing and channels to identify new opportunities. Provide client centric insights and direction to Product and channels in support of key decisions. Size market opportunities and secure funding and buy-in from senior executive leaders. Execute against funded initiatives providing a seamless client experience. Help drive a client focused culture across the teams. Implement processes to ensure client experience is top of mind for all new initiatives.

Who you are

• You can demonstrate experience in leading complex projects or processes that require multi-party / stakeholder buy-in

• 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.

• Strong knowledge of business planning, business model analysis, detailed working knowledge of marketing concepts, digital space, client experience and In-depth knowledge of the credit card business

• 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. Relationship management skills to effectively deal with individuals at all levels of the organization and convey factual and/or conceptual information requiring detailed explanation and interpretation

• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard. Significant presentation and influencing skills sufficient to recognize and respond to underlying concerns and multiple interests;  resolve individual and unique concerns that may be in conflict; significantly promote and/or negotiate on CIBC and Card Products’ behalf.

• 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.

• 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. Expert knowledge of strategic and business planning processes to convey complex conceptual information involving interpretation and opinions on global emerging payments market data and trends

• 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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to 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.

Expected End Date

2026-04-07

Job Location

Toronto-81 Bay, 25th Floor

Employment Type

Temporary (Fixed Term)

Weekly Hours

37.5

Skills

Accountability, Building Partnerships, Card Payments, Client Satisfaction, Customer Experience (CX), Digital Change, Digital Delivery, Digital Mapping, Digital Technology, Identifying Opportunities, Innovative Solutions, New Initiatives, Personal Initiative, Prioritization, Results-Oriented, Strategic Objectives, Strategy Development, Teamwork