Senior Consultant, Client Experience Strategy
Senior Consultant, Client Experience Strategy
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Job Description
Were building a relationshiporiented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats 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
What youll be doing
You will join the Client Experience Team reporting to the Director of Client Experience Strategy & Governance. As Senior Consultant you will be accountable for leading and supporting initiatives that drive our banks client focused strategy and purpose. You are a seasoned expert responsible for developing strategic plans managing endtoend project delivery on key initiatives and supporting business management activities across client experience. The successful candidate will collaborate across teams capture and manage key priorities and present to people at all levels in the organization.
This role is an integral member of the Client Experience team and requires a handson approach to solving problems managing business activities defining and delivering strategies and managing multiple strategic initiatives to provide timely and accurate updates across the leadership team.
At CIBC we enable the work environment most optimal for you to thrive in your role. Youll have the flexibility to manage your work activities within a hybrid work arrangement where youll spend 13 days per week onsite while other days will be remote.
How youll succeed
- Strategic Thinking & Thought Leadership Provide thought leadership to the team and business leaders on the definition prioritization and execution of strategies to accomplish strategic objectives and targets.
- Planning and organization Leverage strong planning and organization skills to ensure timely accurate and complete delivery of commitments across strategy governance and business management.
- Business management lead the tracking and reporting of multiple initiatives meetings and events to ensure client experience delivers highquality materials on time.
- Lead and implement a portfolio of client experience projects or programs; identify client experience or operational roadblocks/opportunities and resolve them through actionable recommendations in collaboration with CX and line of business partners.
- Ensure CX remains top of mind for our stakeholders by driving engagement though key business reviews management meetings executive updates townhalls and other strategic updates.
- Crossfunctional Collaboration & Relationship Building Proactively partner with stakeholders fromacross CIBCtoidentify opportunities and lead client experience strategic planning. Lead stakeholder engagement understanding stakeholder needs and priorities as a liaison point across multiple product and functional teams to ensure alignment of strategy and delivery of initiatives.
- Leverage proven Change and Project Management disciplines and methodologies to facilitate fulfillment of goals and outcomes with partners.
- Client Advocacy Ensure the voice of the client is present during key decisions impacting the experience we deliver to them.
- Communications Use storytelling to translate complex data and insights to create a compelling vision reports and presentations for key stakeholders including Senior Executives.
- Executive Presence Ability to engage and present to individuals at all levels within the organization including external partners where applicable.
Who you are
- You can demonstrate a minimum of 35 years in financial services with an understanding of channels process products technology & operations back office and business controls. You have welldeveloped project management and strategic planning skills with the ability to develop plans/tactics to support strategies & objectives.
- Your influence makes an impact.You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
- You understand that success is in the details.You notice things that others dont. 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 a problem solver. You can demonstrate strong problem solving and decisionmaking skills: able to analyze situations develop and implement solutions often within narrow time frames and often working with a wide variety of others.
- You are a bold and accountable leader. You have experience coaching employees and driving successful team results.
- You embrace and champion change.Youll continuously evolve your thinking and the way you work in order to deliver your best. Welldeveloped communication and interactive skills to convey factual and conceptual information on issues requiring detailed explanation/interpretation and communicate effectively at all levels in the organization. Ability to establish productive relationships between various leaders departments and partners across all business groups in the organization.
- Values matter to you. You bring your real self to work and you live our values trust teamwork and accountability.
#LITA
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 pointsbased 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
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 attributebased 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
Toronto81 Bay 33rd FloorEmployment Type
RegularWeekly Hours
37.5Skills
Business Objectives ClientCentric Client Strategy Communication Customer Experience (CX)Required Experience:
Senior IC
Employment Type
Full-Time
