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.

To learn more about CIBC, please visit CIBC.com

What You’ll Be Doing As a Director, Service Design & Experience Architecture, reporting to the Senior Director, Experience Design & Enablement, you will be responsible for shaping how end-to-end client and employee experiences are designed, understood, and delivered across digital and frontline banking platforms. This role focuses on Digital service design, experience architecture, and mapping across Online Banking, Mobile Banking and Frontline related systems that support our business objectives. You are a strategic, systems-thinking leader with deep experience in service design, journey mapping, and cross-platform experience orchestration. You bring strong facilitation and storytelling skills, the ability to synthesize complex processes, and a proven track record of influencing across product, technology, operations, legal, compliance, and risk teams. You will lead the development of service design blueprints and experience architecture that provide a single, authoritative view of how digital experiences work end-to-end. You will identify friction, inefficiencies, dependencies, and opportunities to simplify, modernize, and enable future-state experiences, including automation and AI-enabled workflows. You will also build and lead a team of service designers and process specialists, establishing standards, tools, and governance to partner across organizational groups such as Process Engineering and Client Experience and Insights.

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, spending 2–3 days per week on-site, with other days remote. How You’ll Succeed

• Strategic thinking & experience architecture – Define and evolve experience architecture across digital and frontline platforms, aligning service design and process clarity with the organization’s broader digital and business strategy. Translate complex journeys into clear, actionable insights to guide prioritization and delivery.
• Service design & process leadership – Lead the creation and governance of service design blueprints and process models that clarify how systems, channels, and workflows work together. Identify gaps, inefficiencies, and risks early, reducing rework and improving delivery outcomes.
• Cross-functional leadership & influence – Partner closely with Product, Technology, Operations, Process Engineering, Client Experience, Legal, Compliance, Privacy, and Risk teams to drive alignment, manage dependencies, and ensure shared understanding of end-to-end journeys. Influence at senior levels and navigate complex stakeholder environments with confidence and effectiveness.
• Business acumen & relationship building – Apply a strong understanding of banking operations and enterprise delivery to distill complex insights, evaluate trade-offs, and present clear recommendations to senior leadership. Build trust quickly and align diverse teams around shared objectives.
• People leadership & capability building – Lead and develop high-performing teams of service designers, journey architects, and process specialists. You coach others in systems thinking, facilitation, and storytelling, and establish repeatable practices that mature service design as a core organizational capability.

Who You Are

• You can demonstrate 8 to 10 years of work experience in service design, experience architecture, journey mapping, or process design within a complex enterprise environment. It’s an asset if you have experience identifying opportunities for automation, modernization, and AI enablement.
• You can demonstrate 3 to 5 years of work experience leading cross-functional teams and managing people leaders and strong understanding of digital and frontline banking platforms and enterprise delivery models.
• You can demonstrate work experience and proven ability to synthesize complex systems and processes into clear, compelling narratives for senior audiences across multiple business and technology groups.
• You have a strategic mindset with the ability to balance short-term delivery needs with long-term experience and platform vision.
• You act like an owner. You are comfortable operating with ambiguity, taking initiative, and building new capabilities from the ground up while balancing experience quality with business outcomes.
• Your influence makes an impact. You understand that strong relationships and credibility are essential to driving change, and you communicate effectively with stakeholders at all levels.
• You are a confident and accountable leader. You are passionate about developing people and bringing out the best in diverse, high-performing teams.
• You are digitally and systems savvy. You understand how digital platforms, frontline tools, and operational processes connect, and you are curious about emerging technologies, including automation and AI.
• You are passionate about people and experiences. You bring empathy, curiosity, and a deep understanding of user and employee needs, behaviors, and pain points.
• Values matter to you. You lead with integrity, collaboration, accountability, and respect, and you bring your authentic self to work every day.

What CIBC Offers At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a 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.
• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
• Subject to plan and program terms and conditions

What You Need To Know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com
• CIBC is committed to clarity in our hiring process. 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. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location Toronto-81 Bay, 18th Floor

Employment Type Regular

Weekly Hours 37.5

Skills Data Analysis, Deliverables Management, Human-Centered Design, Leadership, Long Term Planning, Project Management, User Behavior, User Experience (UX)