Senior Product Owner

CIBC•Toronto, ON

3d•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. As Sr Product Owner, you will operate across both agile and waterfall delivery styles, partnering closely with Contact Centre Operations, Technology, Risk Groups, and vendor teams to define the roadmap, prioritize the backlog, and deliver measurable outcomes. Your work will directly support CIBC’s strategic priorities across Personal and Business Banking with a focus on Interaction deflection/containment, productivity improvements, Revenue uplift & Positive impact on employee survey results. 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

Demonstrate experience in the development of strategies with a focus on digital, innovation, client experience, revenue generation, and developing business cases and business requirements.
Knowledge of digital practices and principles to analyze and interpret complex concepts and apply these in creative ways.
5+ years of product ownership or management, delivering complex, cross-functional technology solutions.
At least 4 years of consultative or management-level experience solving complex business problems.
Experienced in data-driven decision-making, establishing baselines, defining KPIs/OKRs, building business cases, and producing benefit realization reporting.
Practical knowledge of compliance, privacy, and risk in financial services, along with a commitment to accessibility and inclusive design.
Proficient with delivery and collaboration tools and practices (e.g., Jira/Confluence or equivalent), process mapping, and structured problem solving.
Tech savvy. Seek out innovative solutions and embrace evolving technologies.
Easily adapt to new tools and trends.
Values matter to you. Bring your real self to work and live our values – trust, teamwork, and accountability.

Nice To Haves

Background in retail banking or large enterprise contact centre operations is an asset but not required.
Certifications such as CSPO/PSPO/SAFE POPM, Lean Six Sigma, ITIL, or PROSCI/ADKAR with relevant practice are also considered assets but not required.
Experience in agent UX, journey mapping, and experimentation (A/B testing) is an asset.

Responsibilities

Define and communicate the multi-year product vision and roadmap for contact centre initiatives (i.e. Contact Centre as a Service transformation; desktop modernization), aligned to client experience, sales goals, and operational efficiency.
Translate strategy into clear features and user stories with acceptance criteria; manage and prioritize the backlog based on business value, risk, effort, and dependencies.
Define client and agent experience agnostic of platform. Assess desired experience against chosen platform and make strategic trade-offs.
Lead agile ceremonies (backlog refinement, sprint planning, showcases) and partner with delivery teams to meet definition of ready/done.
Support waterfall deliverables where appropriate (requirements documentation, stage-gate reviews, test plans, release readiness).
Coordinate end-to-end delivery and integrations across contact centre impacted platforms & stakeholders.
Oversee user acceptance testing, production validation, and post-release performance monitoring; manage defect triage and continuous improvement.
Improve mapping current-state workflows, identifying pain points, and designing optimized future-state processes that reduce transfers, after-call work, and rework.
Advance interaction deflection and containment by enhancing self-service options, implementing guided workflows, improving knowledge search, and leveraging automation.
Embed frontline feedback loops—such as surveys, pilots, and agent labs—to streamline agent tasks and positively impact employee survey results.
Optimize workflows to surface next-best actions, pre-populate data, and reduce effort in sales and servicing.
Run experiments, including A/B tests and pilots, to improve sales conversion and productivity, with successful initiatives scaled to maximize impact.
Establish baseline metrics and define OKRs/KPIs and dashboards; track benefits such as deflection/containment rates, Average Handle time, After Call Work, agent productivity, First contact resolution, employee and client net promoter score, sales conversion, and error reduction.
Build business cases and funding requests; provide clear benefit realization updates to senior leadership and governance forums.
Assess emerging capabilities & trends for feasibility, scalability, and business value.
Collaborate across Operations, Personal and Business Banking Product and Distribution, Technology, Risk and vendor partners to align priorities and delivery plans.
Prepare and present regular governance updates to senior leadership audiences, including steering committees, and partner groups; influence decisions and secure approvals through strong storytelling & deck building.
Drive organizational readiness: training, communications, process updates, and support transitions; ensure adoption and sustained change.
Ensure features and integrations meet regulatory, privacy, security, records retention, call recording, and accessibility standards.
Define and monitor non-functional requirements (availability, performance, resiliency) and service levels with internal teams and vendors.

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