Shape exceptional client experiences at CIBC by leading journey design, campaign capabilities, and teams in a hybrid Toronto work arrangement. This Chapter Lead serves Savings, Investments & Advice as a people leader and functional expert. You will strengthen end-to-end journey practices across every client touchpoint. You will collaborate across products, channels, squads, and partner teams to reduce friction and improve outcomes. Key Responsibilities:

Champion a client-first mindset across investment and advice journeys Understand client needs across every journey touchpoint Remove friction and deliver measurable experience improvements Manage performance, coaching, and on-the-job team development Represent the Chapter in forums and decision-making bodies Requirements:

Demonstrated experience with end-to-end client experience management Leadership experience developing specialists and building trust Ability to navigate ambiguity and apply sound judgement Goal-oriented ownership with consistent follow-through Ability to assess and mitigate organizational risks Use journey design, client insight, team development, and change delivery skills to advance meaningful CIBC client outcomes.

📌 Client Experience Journey Design Lead (Toronto)
🏢 CIBC
📍 Toronto