Senior Manager, Service Design

Canadian Imperial Bank of Commerce; Toronto; Hybrid; CAD 120,000 - 170,000; Full time

Job summary

Canadian Imperial Bank of Commerce is seeking a Senior Manager of Service Design to lead end-to-end projects that shape client and employee experiences. You will conduct behavioural research, facilitate co-creation workshops, and collaborate with partners to implement new services.

A hybrid work setup is offered with 2–3 days on-site in Toronto. You bring a graduate degree in psychology or related field and proven leadership to coach a growing team while driving inclusive, human-centered design

Qualifications

• Experience with Human-Centered Design approaches or behavioural science.
• Leadership and coaching experience with junior team members.
• Ability to work across cross-functional teams and stakeholders.

Responsibilities

• Lead end-to-end Service Design projects with multidisciplinary teams.
• Design and run behavioural research to uncover client insights.
• Facilitate ideation workshops and develop low-to-medium fidelity prototypes.
• Build service blueprints and identify business requirements for new services.
• Grow the Service Design practice and mentor others.

Skills

Analytical Thinking

Business Analysis

Data Analysis

Group Problem Solving

Process Engineering

Process Mapping

Process Strategy

Researching

Waterfall Model

Education

Graduate degree in psychology or related field

Job description

What you’ll be doing

As a Senior Manager, Service Design on CIBC’s Process Engineering and Optimization team, you will work with a multidisciplinary team that solves important, bank-wide challenges. We put peoples’ needs at the heart of every experience we design—from buying a home, experiencing credit card fraud, or building a financial plan. At the heart of our work, we are creative problem solvers, human-centered design champions and story tellers who are passionate about falling in love with the problem, not the solution. As part of the Service Design team, you will conduct research that builds empathy with our clients and employees, find opportunities to drive positive change, co‑create inclusive solutions, make and test prototypes, and work with partners to implement new services. You’ll be part of a small—but mighty—team with the goal of changing the way we solve problems and design experiences at 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 2‑3 days per week on‑site, while other days will be remote.

How you’ll succeed

Lead end‑to‑end Service Design projects – You’ll lead a multidisciplinary and cross‑functional team using a mixed‑methods approach to research & design to develop experiences for our clients and employees. You’ll build strong relationships with stakeholders to help them set a vision for projects, including framing the problems to be solved and defining criteria for project success. You’ll work effectively within constraints, understanding the broader organizational context but also being ready to challenge it when necessary. You will coach and mentor junior team members.

Design & execute behavioural research – You will lead behavioural research and design experiments with the goal of understanding how to achieve the best possible outcomes for our clients & employees. This includes conducting literature reviews and/or behavioural audits to diagnose barriers and generate hypotheses for the banking context. You will be synthesizing those findings with other data sources (both primary and secondary) and working within the overall team’s Service Design framework to achieve a comprehensive set of insights, strategies and/or opportunity areas for exploration.

Facilitate, co‑create & prototype – You’ll host & facilitate interactive ideation and co‑creation workshops with clients and employees to develop a vision for future experiences. You’ll work with the team to conceptualize, build, test and refine low‑to‑medium‑fidelity prototypes (e.g. sketches, storyboards, digital wireframes, physical spaces and face‑to‑face conversations) that demonstrate possible solutions and service experiences. You’ll design testing and feedback mechanisms to measure results and the effect they have on the bank.

Build and implement – You’ll work with internal partners to create service blueprints, identify business requirements and develop strategic roadmaps for new services. You’ll help identify and navigate constraints, existing systems, and potential barriers to building and scaling these services.

Help grow our practice – You’ll play a key role in evolving our Service Design practice by acting as a thought leader in human‑centered design. You will actively shape and grow the Bank’s maturity in leveraging service design, contribute to our Community of Practice, shape our methodology and coach/nurture other team members. You will contribute to roadshows to help grow our reach and visibility across the bank.

Who you are

You can demonstrate experience in human‑centered design, having led projects that leverage Human‑Centered Design approaches and/or behavioural science. You have a graduate degree in psychology, behavioural economics, behavioural sciences, Inclusive Design, Data Science, other social science disciplines, or equivalent practical experience.

You’re a nurturing leader. You're passionate about developing and coaching to bring out the best in people. You’re driven by collective success and care about helping others grow. You know how to create the right environment for people to feel safe and take risks. You have a vested interest in seeing others thrive. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.

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 of completing a project. You’re passionate about people. You care deeply about building a future that is more equitable and inclusive for everyone. You’re a strong facilitator and you’re comfortable supporting collaborative sessions with cross‑functional working groups.

You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity. You give meaning to data. You enjoy investigating complex problems and making sense of information, both qualitative and quantitative. You're confident in your ability to communicate detailed information in an impactful way.

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 [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 Location

Toronto-81 Bay, 15th Floor

Employment Type: Regular

Weekly Hours: 37.5

Skills

Analytical Thinking, Business Analysis, Data Analysis, Group Problem Solving, Process Engineering, Process Mapping, Process Strategy, Researching, Waterfall Model

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.