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Sr. Director, Digital Experience & Design

CIBC

This is a Contract position in Fort Saskatchewan, AB posted June 22, 2022.

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 Job Description What you’ll be doing Reporting to the Executive Director – Head of Simplii Digital & ASG, the Senior Director – Digital Experience & Design will define, operational and execute on user experience design discipline to increase client satisfaction, digital channels engagement and drive Simplii business growth.

You will lead a multi-disciplinary team of UX/UI & Visual Designers, Content strategists, Experience researchers and Accessibility consultants that partner to deliver industry and market leading digital banking solutions and properties, exceeding client expectations and empowering Simplii as a leading digital bank.

You will collaborate to define the strategic roadmap for the digital strategy and technology organization that will support Simplii’s business growth objectives, and transform our sales and service capabilities through digital experience and design execution.

You are an expert on how to apply design thinking to create world class digital banking experiences, validating them through inwards and outwards research and testing, and getting them implemented end to end to production, with an ongoing quality and continuous feedback and improvement cycle.

How you’ll succeed User Experience and Product Design Leadership Extensive track record of leading a Digital-first User Experience and Design function.

Expert in all areas of User Experience including strategies of how to approach the design, what systems to use and opportunity areas within the function.

Materially raises the bar on design quality with a team of strong design leads and colleagues , but spends most of their time in the over-arching portfolio’s design strategy, negotiating priorities, focus, and overall clarity of solution with cross-functional product and technology colleagues.

Champion Client Experience Consult, design and execute client journeys to discover, adopt and engage with Simplii’s digital banking channels and products/services.

Channel and Revenue Growth Assess and evaluate digital sales and channel growth performance and put strategies and tactics in place to optimize results.

Develop new digital banking enhancements, features, campaigns and products and to drive overall revenue growth including: increase funded accounts, drive sticky client and product behaviors and increase the value of our digital banking platform and services for our clients.

People Management/ Leadership Create and sustain a high performing, inspired workplace which is consistent with the values of Simplii and CIBC and ensure that progressive approaches are used in the management of human resources.

This includes: champion coaching model for managers; align employee reward and recognition around positive customer experience; ensuring consistent Performance Management practices throughout the business; career and succession planning; calibration sessions within team and across division Partner Management Assess digital channels and digital sales performance to work with key partners to enhance (e.g., Technology & Operations, Marketing, Product, Analytics, Legal, Finance, etc.

).

Work closely with marketing, product growth and distribution teams to improve product penetration, reach new clients, optimize across multiple client sales channels (e.g.

Digital, Mortgage Sale and Contact Centre) and ultimately drive Simplii revenue growth.

Work closely with 3rd party partners (fintechs, payment networks and technology vendors) to find ways to make the digital banking experience easier, faster and more seamless for our clients.

Operational Leadership Act both collaboratively and autonomously in your day to day.

Lead the development and execution of the roadmap and portfolio of projects.

Include the appropriate team members and stakeholders as needed to proactively identify opportunities and resolve issues, and escalate as needed.

Ensure all team members are clear on priorities and able to identify trade-offs or opportunities for improvement.

Have a strong operating model for your immediate delivery team, and work to advance the overall Digital Product Delivery operating model (with your peers).

Relationships and Teamwork Forge strong relationships with CIBC’s various teams, including business and internal partners.

Provide leadership, motivation, coaching, training and developmental opportunities to ensure direct reports and indirect team members can excel in their roles.

Partner and communicate with all levels of stakeholders effectively and demonstrate ability to deal with ambiguity through to resolution.

This role interacts on a regular basis with the DFS executive team and with partners within the back office teams (CMO, RAS, RMO, Cards, Intria Call Centre), Risk, Technology, Legal , Compliance, Corporate Security, Corporate Services, Corporate Communications, AAFCC, and CAM.

This role interacts with external clients to address escalated issues as required.

This role interacts with external partners namely other FIs, CBA, vendors and external legal counsel.

As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.

As a manager of people, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.

As the business and product owner for Digital Banking and Channels, this job must ensure Simplii’s adherence to all Canadian financial and banking regulatory requirements and frameworks.

As a key contributor to the business unit, this job has the authority to approve changes to business processes in order to enhance operational efficiency and effectiveness.

As a manager of people, this job has the authority to assign tasks to employees within their span of control, select individuals for hire, assess individual performance, make employee compensation decisions and take disciplinary measures up to and including termination.

As a key owner of Digital Banking Channels, this role has the authority to set access and control usage of banking products and services made available in these channels within delegated authority.

What you need to know The role provides leadership to 6 FTE and growing a team beyond the current size in the next 12 months.

Responsibility for Direct Operating Expenses for the Digital Banking and Digital Channels May be required to work outside of normal working days/ hours and occasional travel Attend meetings in a variety of office locations Who you are Superior communication and organizational skills Expert knowledge and experience in digital banking user experience design, digital product design, user interface design and accessibility development.

Proactive and resourceful, able to work alone, lead teams within dedicated and cross-functional teams Strong knowledge of financial services and retail banking industry, applicable regulatory and legislative framework and Simplii’s business processes Well-developed presentation/ interpersonal skills Knowledge of tools and techniques for anticipating, recognizing, and effectively dealing with existing or potential conflicts at the individual, group or situation level Agile/ Adaptable and comfortable with working in a fast-paced environment and comfortable working in ambiguous situations 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 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.

Job Location Toronto-595 Bay St., 6th Employment Type Regular Weekly Hours 37.5 Skills Customer Experience (CX), Digital Experiences