Managing Director, Head of Digital & Client Experience

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 What You'll Be Doing Reporting to the Managing Director and Head, Simplii Financial, this role will oversee and lead all Digital functions for Simplii Financial including Digital Strategy & Delivery, Digital Sales & Distribution, Digital Experience Design and Omni-Channel Client Experience. This role will define, execute on and operationalize the Digital channels strategy for all Simplii client-facing digital properties (.com; Online Banking, Mobile Banking) to drive client satisfaction, and drive Simplii business growth and KPIs. This role will also be responsible for the management, execution and distribution of Simplii product and service campaigns to increase digital sales and commerce to grow revenue and client NPS. Additionally, this role has the end-to-end responsibility of Simplii's client NPS metric, and will lead the overall client experience strategy and deliver strategic initiatives that enhance and optimize Simplii's client-facing channels (Digital, Contact Center). At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. How You'll Succeed Digital Channel Strategy and Digital Delivery Leadership - Lead the creation and maintenance of a comprehensive, enterprise-wide Digital channels and banking roadmap that brings together inputs from cross functional partners and teams across. Demonstrate expertise 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 raise the bar on design quality with a team of strong design leads and colleagues, while leading the over-arching portfolio's design strategy, negotiating priorities, focus, and overall clarity of solution with cross-functional product and technology colleagues. Digital Sales & Distribution Leadership - Lead a team that works cross-functionally with business partners to execute digital product sales and marketing campaigns to maximize profitable revenue growth while delivering seamless digital experiences. Evolve and enhance digital sales and distribution to deep client relationships with client by continuously leveraging data and identifying best practices to develop and refine strategies and delivering personalized product and service digital sales and communication experiences to clients. Digital MarTech - Define and drive the strategic agenda for the organization's Digital MarTech roadmap; mobilizing key partners across the end-to-end ecosystem inclusive of near term & long term priorities for critical domains Lead the design and delivery of Digital MarTech stack capabilities and infrastructure strategies roadmap for the Simplii organization aligned with business priorities and secure necessary resources and processes to successfully deliver on plan. Responsible to deliver on the digital personalization and client engagement stack (Adobe, Braze, Salesforce, etc.) enabling dynamic, personalized digital content, and testing capabilities. In addition, build next generation offer management infrastructure to enable real-time, always on, customer level promotional offers. Digital User Experience and Digital Product Design Leadership - Extensive track record of leading a Digital-first User Experience and Design function in Banking, FinTech/Payments, Financial Services. 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. . 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 maximize the value of our digital banking platform and services for our clients. People Management/ Leadership - Provide leadership and guidance to a large team of professionals to ensure individual and business goals are achieved and/or exceeded. This includes attracting, aligning, motivating, and retaining people with competencies to meet present and future business goals in the highly competitive market for talent across online and mobile. Build team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training. Partner Management - Work closely with Product, Client Growth, Marketing, Strategy and Distribution teams to increase digital sales, improve product penetration, reach new clients, increase usage and engagement with Simplii products and ultimately drive Simplii revenue growth. Work closely with 3rd party partners (Big Tech, MarTech, Data Platform, Digital and Client Engagement vendors) to find ways to make the digital sales campaigns easier, faster and more seamless for our clients. Who You Are You possess extensive senior leadership experience in Digital Marketing & Sales, Digital Commerce, Digital Channels Strategy, Digital Delivery, Digital Experience & Design, and Omni-Channel Client Experience. Strong knowledge of financial services, digital strategy, digital marketing, client experience, retail banking or FinTech industry, applicable regulatory and legislative framework and Simplii's business processes You can demonstrate minimum 15+ years of leadership experience with a significant background building and leading Digital organizations in Banking, Financial Services or FinTech. Expert knowledge and experience in Financial Services or FinTech digital product ownership and client experience strategy and execution You have extensive experience with leading digital transformation & strategic Digital MarTech initiatives with the following platform solutions: Adobe (AEM, CDP, etc), Braze, Salesforce Marketing Cloud, Offer Management Systems, and 3rd Party Data Platforms You have attained a Bachelor's Degree in Business/Commerce, Computer Science, Math or Engineering You act like an owner. Proactive and resourceful, able to work alone, lead teams within dedicated and cross-functional teams through superior communication and organizational skills You're passionate about people. You possess knowledge of tools and techniques for anticipating, recognizing, and effectively dealing with existing or potential conflicts at the individual, group or situation level You embrace and advocate for change. Agile/ Adaptable and comfortable with working in a fast-paced environment and comfortable working in ambiguous situations Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability 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 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 tests (such as simulation, coding, French proficiency, MS Office). 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-161 Bay St., 4th Employment Type Regular Weekly Hours 37.5 Skills Equity Funding, Financial Analysis, Global Market, Investment Strategies, Market Intelligence, Market Trading, Research Reporting, Results-Oriented, Strategic Objectives, Strategic Research

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