We’re building a relationship-oriented bank for the modern world. As a Product Owner, Contact Centre Transformation, you’ll define the vision, goals, and roadmap for initiatives that introduce Agentic Artificial Intelligence (AI) capabilities into contact centre processes, with a focus on reducing manual effort, improving service experiences, and enabling meaningful call reduction over time. You’ll act as the key point person for bringing agentic solutions to life, working across multiple Squads and with business, digital, and technology partners to move use cases from proof of concept into production.

You’ll partner closely with teams building orchestration capabilities, enabling experiences such as automated transfers, card balance inquiries, and other high-volume call drivers to be handled effectively within Interactive Voice Response (IVR) and AI-enabled journeys. Through strong stakeholder management, thoughtful prioritization, and a focus on business outcomes over outputs, you’ll help shape scalable, governed, and human-centred AI solutions that support CIBC’s contact centre transformation.Act as the Product Owner for their squad, with accountability for prioritization and delivery, while partnering across multiple squads as needed to achieve their OKRs. 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.Product strategy and roadmap leadership – Define and champion the product vision, goals, and roadmap for Agentic AI use cases within the contact centre, ensuring alignment with business priorities, client needs, and transformation objectives.Delivery from proof of concept to production – Lead the progression of agentic solutions from early-stage exploration through delivery into production environments, ensuring solutions are practical, scalable,



and designed to create measurable business value rather than remaining at pilot stage.Cross-functional orchestration and partnership – Work across Squads and partner closely with digital teams, engineering, user experience and user interface designers, business systems analysts, AI modelers, and system engineering leads to bring end-to-end solutions to life and support successful execution.Risk, governance, and quality management – Help ensure delivery aligns with guardrails, governance, policy requirements, and quality expectations.

Support the development of solutions that use trusted content, reflect CIBC policies, and create reliable, human-like experiences for clients and employees.You have exceptional written and verbal communication skills and can tailor your message to a range of audiences, including senior leaders and cross-functional partners.You give meaning to data.You can demonstrate experience in product ownership, backlog management, agile delivery, stakeholder management, and digital, AI, or contact centre transformation initiatives.It’s an asset if you have experience with Agentic AI, large language models, small language models, conversational AI, IVR, orchestration platforms, or modern customer service technologies.You have a degree/diploma in Computer Science, Engineering, Business, or a related field.You can demonstrate familiarity with machine learning, AI modeling, and technical concepts such as Java or Python.It’s an asset if you’ve worked closely with engineering and modeling teams to bring AI-enabled solutions into production.You’re comfortable operating in a role that requires strong product judgment, delivery discipline,



and technical fluency, while staying focused on business outcomes and stakeholder alignment.We work to recognize you in meaningful, personalized ways including a market-competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program. a paid day off dedicated for you to use to invest in your growth and development.Competitive salaryincentive paybanking benefitsa benefits program*defined benefit pension plan*an employee share purchase plana vacation offeringwellbeing supportMomentMakers, our social, points-based recognition program*Subject to plan and program terms and conditionsWhat you need to know 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.

Job Location

Toronto-181 Bay St.6th Employment Type RegularWeekly Hours 37.5Skills Analytical Thinking, Backlog Management, Communication, Data-Driven Decision Making, Domain Knowledge, Influencing Without Authority, Negotiation, Problem Solving, Product Portfolio Strategy, Product Roadmap Development, Risk Management, Sprint Planning, Stakeholder Management, User Story MappingAt 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. #

📌 Product Owner (f/m/d) - Product Development (Winnipeg)
🏢 CIBC
📍 Winnipeg