Senior Consultant, Client Experience Design

Canadian Imperial Bank of Commerce; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

The Canadian Imperial Bank of Commerce seeks a Senior Consultant in Client Experience Design. The role involves using human-centered design principles to enhance client experiences and create actionable insights from data analytics. Ideal candidates will demonstrate expertise in client journey mapping and possess strong communication skills, fostering collaboration across teams to ensure high-quality service design.

Benefits

Competitive compensation

Employee and family assistance programs

Wellness support

MomentMakers recognition program

Qualifications

• Proven experience in human-centered design, leading projects.
• Demonstrated ability to use data to drive design decisions.
• Experience developing client journey maps and service blueprints.

Responsibilities

• Leverage data and insights to design optimal client experiences.
• Lead journey mapping sessions with cross-functional teams.
• Act as a strategic advisor for client-focused agendas.

Skills

Analytical Thinking

Communication

Customer Journey Mapping

Experience Design

Relationship Building

Education

Graduate degree in psychology, behavioral economics, or equivalent

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 a member of the CIBC team, the Senior Consultant, Client Experience Design is an expert in human centered design. You are a trusted advisor and subject matter expert who will help foster a client-centric mindset. The role requires the ability to extract actionable insights from data and turn insights into compelling stories to drive improvements. The Senior Consultant, Client Experience Design will be required to work collaboratively across internal teams and with line of business partners. You will analyze data to extract actionable insights identifying moments that matter including pain points and risks; making recommendations to influence the future state and ensure a client centric solution design. You will advocate and promote a clear connection between excellent client experience and high business performance. If you are a human centered design champion, passionate about problem solving with data, a strategic thinker, and expert storyteller, this role is for you. This is an individual contributor role.

The Senior Consultant: 1) leverages data, insights and design thinking principles to design optimal client experiences; 2) leads design initiatives and collaborates across the enterprise to co-create and influence client-centric design solutions; 3) leads the Dress Rehearsal process to stress-test the end to end client experience, assess and mitigate client risk and ensure enterprise operational readiness.

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.

Should you be selected to be a part of the interviews for this position, you will be expected to provide a sample of your work as part of the assessment process.

How you'll succeed

• Human Centered Design – Analyze data to distill insights to inform the moments that matter and understand current state pain points. Provide recommendations and prioritization of action plans to ensure the future state delivers a client-centric solution. Lead journey mapping sessions with cross-functional teams to gather feedback and validate current & future state experiences to create a comprehensive client journey map and/or service blueprint; Build insights-driven action plans to influence priorities in mitigating pain points and risks. Liaise with various partners and functional groups across CIBC to ensure business and strategic alignment. Use storytelling to translate data and insights into compelling reports and presentations for key stakeholders including Senior Executives.
• Strategic Advisory – Act as an expert designer working cross functionally with partners, using human centered design principles to drive a client-focused agenda. Provide expert level thought leadership on client experience, leveraging data and insights, best practices and methodologies (e.g. Journey Mapping, Service Design, etc.) to ensure an end-to-end client-centric solution. Staying on top of emerging trends and key initiatives across the organization, drawing linkages across multiple initiatives, to ensure a well thought through mitigation plan is in place for client impact. Keep up to date on industry trends in client experience, banking, finance, and other industries.
• Relationship & Partner Management – Develop and maintain productive relationships with designated business owners and lines of business peers, including but not limited to Product, Channels, Process Solutions, Frontline Operations & Support, Retail Operations, and Technology. Develop and manage relationships with management/senior management (including business leaders). You will be a trusted advisor to stakeholders across the organization by understanding their needs, delivering insights, and working together on a solution.

Who you are

• You can demonstrate experience in human centered design having led projects leveraging Human-Centered Design approaches and/or behavioral science. You have a graduate degree in psychology, behavioral economics, behavioral sciences, Inclusive Design, Data Science, other social science disciplines, or equivalent practical experience.
• You are passionate about people. You care deeply about building a future that is more equitable and inclusive for everyone. You are able to balance client and business objectives and work effortlessly to find solutions that meet both needs.
• You love solving complex problems. You’re a creative thinker. You understand how to navigate ambiguity and are comfortable working with abstract strategic concepts and the concrete details to complete a project. You can demonstrate strong problem solving and decision-making skills: able to analyze situations, develop and implement solutions, often within narrow time frames and often working with a wide variety of partners.
• You understand that success is in the details. You notice things that others don’t. Your critical thinking skills help to inform decision making. Understands complex issues and concepts related to new and evolving business needs, can get up to speed quickly with regard to new subject matters and is able to deal with changing circumstances.
• You are proficient at translating complex data into actionable insights; Ability to communicate detailed information in a impactful way. Demonstrated experience using data to drive design decisions; You're confident in your ability to translate complex analyses into simple and effective presentations.
• You can demonstrate experience in developing client journey maps and service blueprints; Experience with journey mapping software and collaboration tools.
• You have strong communication skills and collaboration skills with the ability to influence stakeholders and advocate for client-centric design.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard. You have experience with influencing multiple stakeholders without authority to sell ideas, shape direction and meet objectives under tight timelines.
• 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 embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best; Staying current with design trends and emerging technologies.
• 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 [e-mail]

• 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

2026-07-27

Job Location

Toronto-81 Bay, 33rd Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Business Operations, Client Facing, Communication, Customer Experience (CX), Customer Journey Mapping, Design, Experience Design, Operations Management, Process Improvements, Relationship Building, Research Analysis