Senior Director, Product Owner, Client Servicing Journeys

CIBC•Toronto, ON

4d•Hybrid

About The Position

As a member of the Personal and Business Banking team, you'll help deliver fast, consistent, and effective support experiences for our clients across digital and assisted channels. As the Senior Director, Product Owner, Client Servicing Journeys, you'll set the vision, goals, and roadmap for the Client Servicing Journeys Squad, focusing on digital-first support, self-serve resolution, and continuous improvement of client servicing journeys. You'll manage complex squad backlogs, translate client and business needs into actionable user stories, and lead strategic release planning for enhancements across our service channels. You'll work closely with cross-functional teams and business stakeholders to ensure alignment with our purpose and deliver meaningful outcomes for clients and the business. You'll operate in a larger squad with broad, complex missions and significant business impact, influencing product direction beyond your immediate team. 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

Advanced communication and strategic leadership skills.
Deep domain expertise.
Strong analytical and problem-solving abilities.
Experience delivering strategic product solutions.
Ability to influence without authority.
Ability to build strategic relationships.
Comfort navigating shifting priorities and uncertain environments.
Act like an owner: thrive when empowered to take initiative, go above and beyond, and deliver results.
Give meaning to data: enjoy investigating complex problems and making sense of information, communicating detailed insights in a meaningful way.
Put clients first: engage with purpose to find the right solutions and go the extra mile because it’s the right thing to do.
Motivated by collective success: know that teamwork can transform a good idea into a great one, and that an inclusive team brings a vision to life.
Look beyond the moment: recognize your impact today and tomorrow, and seek new opportunities to define what's possible.
Values matter: bring your real self to work, and live our values - trust, teamwork, and accountability.

Nice To Haves

Knowledge of Day-to-Day Banking products and money movement is an asset.

Responsibilities

Set and champion the squad’s vision and goals for delivering fast, consistent, and effective support experiences across digital and assisted channels.
Develop and communicate a strategic product roadmap for client servicing journeys, focusing on digital-first support and self-serve resolution.
Build, prioritize, and manage complex squad backlogs, translating client and business needs into actionable user stories and requirements.
Lead strategic release and delivery planning for enhancements across digital and contact service channels, evaluating outcomes against key performance indicators.
Anticipate, navigate, and resolve risks, dependencies, and issues across squads and business units, ensuring adherence to delivery frameworks, guardrails, and compliance standards.
Coordinate and build strategic relationships across crews, squads, and business units to resolve dependencies and drive outcomes.
Provide thought leadership and mentorship to other Product Owners, championing best practices and continuous improvement initiatives.

Benefits

Competitive salary
Incentive pay
Banking benefits
Benefits program
Defined benefit pension plan
Employee share purchase plan
Vacation offering
Wellbeing support
MomentMakers, our social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development