Group Product Manager, Mortgage Client Journey Design

Were building a relationship-oriented 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

Youll be joining the Personal Lending Residential Secured Lending team. As a Group Product Manager you will report to the Director Product Development and will be responsible for developing best-in-class client journeys centered around the early stage of the homebuying process. You will achieve this by conducting research designing wireframes / mockups and leading co-creation sessions with internal and external stakeholders. This work would be accomplished either independently or in partnership with CIBCs client experience market research process engineering and/or digital teams.

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 1-3 days per week on-site while other days will be remote.

How Youll Succeed

• Customer Journey Strategy Lead the vision strategy and roadmap for the home buying and mortgage switching client journey. Develop holistic cross-channel journey maps that identify customer needs emotions barriers and opportunities. Define journey success metrics (NPS conversion drop-off cycle time) and monitor performance to inform continuous improvement. Identify friction points and design intervention to improve usability reduce effort and enhance customer confidence and transparency.
• Research & Insight Generation Lead qualitative and quantitative research: user interviews contextual inquiries diary studies surveys concept tests and usability evaluations. Partner with analytics teams to interpret behavioral funnel and performance data to guide design decisions. Translate insights into actionable opportunity areas and prioritized experience improvements. Conduct qualitative and quantitative research to deeply understand customer behaviours expectations and pain points. Facilitate co-creation workshops with internal & external stakeholders. Champion human-centered design principles across mortgage-related processes.
• Cross-Functional Collaboration & Delivery Work with other product owners and stakeholders to shape requirements define success metrics and manage experience-related backlogs. Influence and evangelize customer-centric thinking throughout the RESL team.
• UI/UX Design & Digital Experience Development Create intuitive user flows wireframes and prototypes for mortgage-related digital experiences. Partner with digital and technology teams to define interface requirements content needs and interaction patterns. Conduct usability testing and refine designs based on feedback and performance data. Ensure consistency with design systems and accessibility standards in conjunction with CIBC domain experts.

Who You Are

• You can demonstrate experience in service design customer experience design UI/UX design or related disciplines (4 years). In-depth knowledge of financial services including mortgages lending or complex regulatory products is preferred but not required. A successful candidate should be able to conduct and analyze user research complete visual storytelling and be skilled in communicating design decisions. Finally you should have excellent facilitation communication and stake-holder management skills.
• You have strong skills in service design tools including journey mapping blueprints and persona development. Preference will be placed on candidates who also have expertise in UI/UX tools including Figma Sketch Adobe XD.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because its the right thing to do.
• You act like an owner. You thrive when youre empowered to take the lead go above and beyond and deliver results.
• Youre 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 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 whats possible.
• Values matter to you. You bring your real self to work and you live our values - trust teamwork and accountability.

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

• 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.

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