Chapter Lead, Campaign & E2E Journey Design

CIBC; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Banking benefits

Defined benefit pension plan

Employee share purchase plan

Wellbeing support

MomentMakers recognition program

Job summary

CIBC in Toronto is seeking a Campaign and End-to-End Journey Design Chapter Lead within Savings, Investments & Advice. You’ll lead a high-performing team focused on delivering exceptional end-to-end client campaigns and seamless journey experiences across the investment and advice journey.

You’ll coach, enable cross‑functional collaboration with product, channels and partner teams, and champion a client‑first mindset.

Qualifications

• Experience leading a team and delivering end-to-end client journeys.
• Proven ability to manage cross-functional campaigns and reduce friction.
• Strong leadership and change-management capabilities.

Responsibilities

• Lead design for end-to-end client campaigns and journeys.
• Coach and develop chapter members, align across squads.
• Collaborate with product, channels and partner teams to deliver client-first outcomes.

Skills

Coaching

Collaboration

Communication

Continuous Improvement

Domain Knowledge

Employee Experience

Influencing Skills

People Leadership

Performance Management

Prioritization

Results-Oriented

SOP Implementation

Stakeholder Management

Team Building

Job description

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

As the Campaign and End-to-End Journey Design Chapter Lead within Savings, Investments & Advice, you are a people leader responsible for building and developing a high-performing team focused on delivering exceptional end-to-end client experiences across the investment and advice journey. The role provides leadership, coaching and functional expertise to the Chapter, while establishing consistent practices and capabilities that enable teams to design and deliver impactful client campaigns and seamless client journey experiences. Working across products, channels and partner teams, the Chapter Lead champions a client-first mindset, identifies opportunities to simplify and improve client and user experiences, and ensures the team has the skills, tools and support needed to drive meaningful outcomes to both clients and for the business. 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

• Agile leadership – You thrive in an agile environment, collaborating across squads and functions, adapting quickly to changing priorities, and empowering teams to deliver meaningful client and business outcomes.
• Critical thinking and ambiguity – You are comfortable navigating ambiguity and complexity, applying critical thinking and sound judgement to bring clarity to uncertain situations, solve problems, and translate opportunities into actionable outcomes.
• Client & Journey Focus – You bring an end-to-end mindset in journey design, deeply understanding client needs and experiences across every touchpoint to identify opportunities, remove friction, and deliver measurable improvements in both client and business outcomes.
• Chapter leadership and development – Manage and develop team members through coaching, on-the-job development, and performance management, building specialist expertise in process engineering with a focus on operational efficiencies and a client‑centric mindset.
• Strategic planning & workforce management – Contribute to strategic workforce and capability planning, supporting broader resourcing and strategic adjustments as required.
• Cross‑chapter collaboration – Lead or facilitate knowledge sharing and continuous improvement initiatives across Chapters, representing the Chapter area in key forums and decision‑making bodies.
• Squad delivery & QBR Support – Deliver work as a Squad member, advancing Squad outcomes and supporting the Quarterly Business Review process.

Who you are

• You can demonstrate experience.
• You have leadership experience leading a team.
• You have experience managing end to end client experience and journey and delivering change.
• You’re goal oriented.
• You take ownership and accountability, have a tendency for action, and are energized by getting things done.
• You bring focus and momentum to complex initiatives, follow through on commitments, and consistently drive towards meaningful client business outcomes.
• You’re a people leader.
• You naturally step into leadership roles and are passionate about helping others grow and to develop them.
• You create an environment of trust, empowerment and belonging, where team members feel supported, challenged and accountable to perform at their best and contribute to success of the broader team.
• You’re a structured problem solver.
• You are analytical, process‑driven and methodical in your approach, with the ability to break down complex problems, sequence priorities and translate them into clear, actionable steps that move the team toward effective solutions and outcomes.
• You’re committed to compliance and risk management.
• You ensure adherence to policies, standards, and controls, and are skilled in assessing and mitigating organizational risks.

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 [e-mail]
• CIBC is committed to clarity in our hiring process.
• All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
• 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 test (such as simulation, coding, French proficiency).
• We use artificial intelligence tools during the recruitment process.
• 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 Details

• Job Location Toronto-81 Bay, 25th Floor
• Employment Type Regular
• Weekly Hours 37.5
• Skills Coaching, Collaboration, Communication, Continuous Improvement, Domain Knowledge, Employee Experience, Influencing Skills, People Leadership, Performance Management (PM), Prioritization, Results‑Oriented, SOP Implementation, Stakeholder Management, Team‑Building

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities – a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.