Senior Consultant, Client Experience Design (24 Month Contract)

CIBC•Toronto, ON

5d•Hybrid

About The Position

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. You will join the Client Experience Strategy Team, reporting to the Director of Client Experience Strategy. As Senior Consultant, you will be accountable for leading and supporting initiatives that drive our bank's client focused strategy and purpose. You will work in partnership with lines of business across the organization to drive change through building and implementing tactics with a client focused lens. As a Senior Consultant, you will lead critical programs that forward our client strategy such as, leading dress rehearsals to stress-test the end to end client experience, leveraging design thinking principles to lead journey mapping sessions, identifying moments that matter, highlighting pain points and risk mitigation plans, and supporting partners with ensuring a client-centric design. While UX is a component of the overall Client Experience, this role is not a UX Design role. This is a 24 month contract opportunity. For internal applicants, this will be a 24 month secondment opportunity. 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.

Requirements

Proven experience in design thinking.
High proficiency developing client personas, client journey designs and service blueprints.
Strong expertise with design & collaboration tools.
Extensive experience with whiteboarding and journey mapping tools including, but not limited to UXPressia, JourneyTrack, Figma, Miro.
Strong communication skills and executive presence.
Adept at preparing high-quality executive presentations and can confidently present ideas in a clear, concise manner with diverse audiences.
Experience leading large initiatives and change.
Skilled in project and change management and can successfully manage multiple large scale initiatives with proven ability to prioritize and meet deadlines and deliver results.
Successful at influencing without authority.
Extensive experience leading diverse teams, building relationships, and using data to influence stakeholders and decisions.
Focus on the client: Successfully balance client and business objectives by recommending solutions that meet both needs.
Value teamwork: Enjoy working and collaborating as a team and believe that success is achieved as one team.
Values matter: Bring your real self to work and live our values - trust, teamwork, and accountability.
Analytical Thinking
Client Facing
Collaboration
Customer Experience Strategy
Customer Journey
Customer Journey Mapping
Design Thinking
Executive Presenting
Experience Design
Judgement
Process Improvements
Professional Presentation
Project Management
Relationship Building
Research Analysis
Stakeholder Engagement

Responsibilities

Provide expert level thought leadership on client experience through use of best practices and methodologies (e.g. Journey Mapping, Service Design, etc.) to ensure the desired end-to-end experience is executed.
Design experiences and/or identify and draw linkages to multiple initiatives to ensure a well thought through mitigation plan is in place for client impact.
Stay up to date with industry trends and thinking around client experience in the banking, finance, and other industries.
Synthesize complex concepts and datasets into a clear, concise, and compelling narrative tailored to different audiences.
Frame insights in the context of business objectives to drive decision-making and action plans.
Take a data-driven approach to analyze and draw key insights from enterprise data (client, performance and operational), processes, documents and technology to identify gaps and provide solutions and recommendations.
Translate data insights into measurable business recommendations.
Apply design thinking methodologies to solve complex problems ensuring solutions are human-centered and aligned with business objectives.
Build trust and credibility with internal and external stakeholders.
Liaise with functional groups across CIBC to negotiate and influence business partners and ensure alignment of deliverables across dependent client experience initiatives.
Proactively engage and communicate with partners to get diverse perspectives and share information.
Lead working sessions, including journey mapping & co-creations sessions, with a diverse audience to define the end to end client experience, identifying pain points and future-state considerations.
Apply structured methodologies to plan, prioritize and manage risks & dependencies.
Influence without authority when working with a cross-functional team.
Leverage change management methodologies to build alignment, mitigate resistance and ensure sustainable change that achieves intended business outcomes.
Collaborate with partners to align on recommendations and hold partners accountable for closure on action items.