Sr. Consultant, 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
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What you’ll be doing

As a member of CIBC’s team, the Senior Consultant, Customer Experience reports to the Senior Director Insurance Risk and is a seasoned expert responsible for providing highly specialized advice, consultation, and expertise in insurance client experience to leadership teams to improve client experience. The role uses deep knowledge to lead and manage work packages of a moderate or high level of complexity to enhance and upgrade new or existing processes, products, or services. The Senior Consultant, Customer Experience exercises considerable judgment for decision-making on complex issues, researching relevant data, and developing reporting, proposals and recommendations as well as resources needed to execute the work. The role analyzes situations and data using in-depth evaluation of intangibles with minimal precedent, preparing and presenting roadmap progress, issues, and recommendations for resolution to internal business partners and executives. The role provides innovative, original ideas, accountable to broadly defined policy objectives, champions CIBC values and provides support in a manner consistent with the highest quality standards and objectives.


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 where you’ll spend 1-2 days per week on-site, while other days will be remote.

How you'll succeed

Strategic Business Leader - Act as a specialized business operations owner, business consultant, liaison, influencer, and implementer on various initiatives. Liaise with and leverage partners on projects & initiatives including the development and negotiation of appropriate operational solutions, developing business requirements, designing processes, implementing and maintaining/continually improving operational effectiveness. Initiatives include but are not limited to product & service process/procedures development and support (including back office), service level agreements, and workforce planning.
Strategic Advisor - Document and train on key areas of operational change to direct reports. Manage insurance escalations from frontline and clients. Identify deficiencies to develop and implement enhancements/improvements and review for client service and cost improvements regularly. Provide reporting and analytics including managing reporting on insurance client experience.
Relationship & Partner Management - Collaborate with a diverse group of partners within CIBC (e.g. Client Care, Legal, Compliance, Business Controls) and outside of CIBC (e.g. Insurers, vendors) to implement initiatives and resolve client issues in an efficient manner with high quality results.
People Management - Building team and individual capabilities by providing development opportunities, providing fair and accurate feedback, and creating a positive environment by leading by example