Senior Manager, Client Experience Measurement & Insights

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’ll be joining the Client Measurement and Insights team within CIBC’s Client Experience Group. As a Senior Manager, Client Experience Measurement & Insights, you are someone who understands why CIBC is focused on Client Experience, someone who can develop the reporting required to help the organization improve & can form cross organizational partnerships focused on optimal usage and interpretations of Client Experience data. Specifically, the Senior Manager will proactively identify the need, optimal design and carry out the development of Client Experience related business intelligence reporting leveraging a wide variety of tools connected to multiple data sources. In addition to strong technical skills, you possess the drive and interpersonal skills to bring data to life through providing the appropriate leaders with the context for the information needed to help CIBC to become the leader in client relationships. This role is an individual contributor.

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

• Communication and Collaboration/Relationship Management - You get things done, but it is always done in collaboration with your peers and stakeholders. You will be a trusted advisor to stakeholders across the organization by understanding their needs, and presenting a credible and compelling plan that meets those needs. You are comfortable having difficult discussions with internal and external partners while fostering a strong team culture. You will leverage your ability to adapt your communications style to lead working level project discussions as well as preparing executive level presentations and briefings.
• Critical Thinking - Apply critical thinking, creativity and sound judgement to identify issues and opportunities. You can sort through complex and ambiguous scenarios to understand root causes and make tough but reasoned choices between competing alternatives and opinions. You seek to understand before proposing solutions and although you intuitively know something doesn’t make sense, you rely on data and fact to inform decisions and recommendations rather than opinion. You achieve successful results through application of well-developed consulting skills, including strong business acumen. Openly and frequently share your knowledge, ideas and views because you know your perspective matters.
• Reporting and Business Intelligence - Lead the development and prompt updates to a suite of reports, PowerPoint presentations, cubes, and performance dashboards in order to provide senior management with high-level visibility into business performance.
• Financial Reporting Insight - You are comfortable working with and explaining accounting concepts including expense budgeting, accruals, variances to forecast etc.

Who you are

• You can manage stakeholder relationships. Own the relationships with various leaders across CIBC. Drive CX agenda forward by collaborating with your partners and peers. You will be a trusted advisor to stakeholders by understanding their needs, delivering insights, and working together on a solution.
• You can handle multiple projects at the same time. You have the ability to manage multiple deliverables for senior executives & can effectively communicate value added insights to bring the results to life.
• You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
• You have very strong PowerPoint & Excel skills, and you are comfortable making edits during presentations.
• You have strong SQL, Tableau skills or experience with other business intelligence tools such as Power BI or Cognos.
• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.
• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
• 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.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• 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 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, 33rd Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Accountability, Analytics Insights, Communication, Leadership, Personal Initiative, Relationship Management, Results-Oriented, Teamwork