Senior Service Designer
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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
As a Senior Service Designer on CIBCs Optimization & Process Engineering 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 designfrom buying a home to experiencing credit card fraud to 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. Youll be part of a smallbut mightyteam 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. Youll have the flexibility to manage your work activities within a hybrid work arrangement where youll spend 2-3 days per week on-site while other days will be remote.
How youll succeed
- Collaborate on end-to-end Service Design projects Youll work closely with a multidisciplinary team and use a mixed-method approach to research and design to develop experiences for our clients and employees. Youll 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. Youll work effectively within constraints understanding the broader organizational context but also being ready to challenge it when necessary.
- Research and synthesize Youll conduct primary research (for example interviews and ethnographic studies) and secondary research (for example literature reviews behavioural diagnostics competitive analyses and market research studies) focused on building empathy understanding context and studying behavioural patterns. Youll analyze and translate research data into meaningful insights and powerful stories using artifacts such as customer journey maps videos and storyboards that explain unmet needs and present opportunities for change.
- Co-create prototype and test Youll host interactive ideation and co-creation workshops with clients and employees to develop a vision for future experiences. Youll conceptualize build test and refine low- to medium-fidelity prototypes such as sketches storyboards digital wireframes physical spaces and face-to-face conversations that demonstrate possible solutions and service experiences. Youll design testing and feedback mechanisms to measure results and the effect they have on the bank.
- Build and implement Youll work with internal partners to create service blueprints identify business requirements and develop strategic roadmaps for new services. Youll help identify and navigate constraints existing systems and potential barriers to building and scaling these services.
- Help grow our practice Youll contribute to the development of our teams Service Design methodology and skills and youll take part in our training and Community of Practice events.
Who you are
- You bring a fresh perspective to the table. You have 4 or more years of experience in service design.
- You love solving complex problems. Youre 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.
- Youre passionate about people. You care deeply about building a future that is more equitable and inclusive for everyone. Youre a strong facilitator and youre 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. Youre confident in your ability to communicate detailed information in an impactful way with Strong skills in user research methods.
- 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
CIBC is committed to clarity in our hiring process. All roles posted are opportunities were 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 FloorEmployment Type
RegularWeekly Hours
37.5Skills
Customer Journey Customer Journey Mapping Design Investigating Primary Research Secondary Research Service Design User Experience (UX)Required Experience:
Senior IC
