As a Senior Manager, Service Design on CIBC’s Process Engineering and Optimization 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 design—from buying a home, experiencing credit card fraud, or 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. You’ll be part of a small—but mighty—team with the goal of changing the way we solve problems and design experiences at CIBC. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 2‑3 days per week on‑site, while other days will be remote.

Lead end‑to‑end Service Design projects – You’ll lead a multidisciplinary and cross‑functional team using a mixed‑methods approach to research & design to develop experiences for our clients and employees. You’ll 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. Design & execute behavioural research – You will lead behavioural research and design experiments with the goal of understanding how to achieve the best possible outcomes for our clients & employees.

You will be synthesizing those findings with other data sources (both primary and secondary) and working within the overall team’s Service Design framework to achieve a comprehensive set of insights, strategies and/or opportunity areas for exploration. You’ll work with the team to conceptualize,



build, test and refine low‑to‑medium‑fidelity prototypes (e.g. sketches, storyboards, digital wireframes, physical spaces and face‑to‑face conversations) that demonstrate possible solutions and service experiences. You’ll design testing and feedback mechanisms to measure results and the effect they have on the bank.

Build and implement – You’ll work with internal partners to create service blueprints, identify business requirements and develop strategic roadmaps for new services. You’ll help identify and navigate constraints, existing systems, and potential barriers to building and scaling these services. Help grow our practice – You’ll play a key role in evolving our Service Design practice by acting as a thought leader in human‑centered design.

You will actively shape and grow the Bank’s maturity in leveraging service design, contribute to our Community of Practice, shape our methodology and coach/nurture other team members. You will contribute to roadshows to help grow our reach and visibility across the bank. You can demonstrate experience in human‑centered design, having led projects that leverage Human‑Centered Design approaches and/or behavioural science.

You have a graduate degree in psychology, behavioural economics, behavioural sciences, Inclusive Design, Data Science, other social science disciplines, or equivalent practical experience. You're passionate about developing and coaching to bring out the best in people. You’re driven by collective success and care about helping others grow.





You know how to create the right environment for people to feel safe and take risks. You’re 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.

You care deeply about building a future that is more equitable and inclusive for everyone. You’re a strong facilitator and you’re comfortable supporting collaborative sessions with cross‑functional working groups. You find meaning in relationships, and surround yourself with a diverse network of partners.

You give meaning to data. We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a advantages program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points‑based recognition program. All roles posted are opportunities we’re 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.

Analytical

Thinking, Business Analysis, Data Analysis, Group Problem Solving, Process Engineering, Process Mapping, Process Strategy, Researching, Waterfall Model At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us. #

📌 Senior Manager, Data Services (Toronto)
🏢 Canadian Imperial Bank of Commerce
📍 Toronto