Senior Director Client Experience Measurement

CIBC - Toronto, ON (4 months ago)

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We’re on a mission to build the relationship-focused bank of the future and we’re looking for the passionate collaborators, innovators, advisors, and leaders who can get us there. Our distinct culture is built on a shared commitment to do what’s right for our clients, our people, and our communities, and we strive for excellence in everything we do. Because life at CIBC is not only what you do, but how you do it.

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What You’ll Be Doing

The Client Experience (CX) team is accountable for administrating both proprietary and syndicate Client Experience research at an enterprise level. As part of the Client Experience Research team you will be responsible for managing all aspects of administration and monitoring of CX research for various internal portfolios. This includes, survey design, sample and quota management, ongoing change management and maintaining strong internal partner and external vendor relationships. As the Senior Director, Client Experience Measurement, you are accountable for designing, operating and improving our Voice of the Client (VOC) programs – operating proprietary based programs, as well as, interfacing with syndicate partners (JD Power, IPSos, etc.) and internal stakeholders. You will execute the client measurement programs and work to identify key CX improvement opportunities.

How You’ll Succeed
Relationship Management - Partner with key stakeholders to design the VOC operating model. Including client survey design, sample methodologies, data presentation and reporting. Maintain ongoing relationship with key VOC partners (ie. Greenwhich, AND, Medaliia, or Qualtrix) and continuously look for improvement opportunities. Manage CIBC participation in, and vendor relationships for, CX syndicate studies (JD Power, Ipsos, Bond etc).
Operation and System Design - Build a system such that client feedback becomes more pervasive throughout the organization including frontline and back office teams – utilizing multiple dissemination techniques. Operate client feedback program to ensure quota, response rates, and overall budget are met.
Analytical - Lead and support data management efforts, identifying and ingesting sources of VOC, to support advanced data analytics. Partner with enterprise data stakeholders to ensure client feedback data is integrated in EDH to enable advanced analytics processes. Manage the governance and ongoing operating models that support the VOC text analytics solution
Research - Be an expert in understanding key drivers of client satisfaction and loyalty. Research and implement new and innovative methodologies to improve the quality of client insight data. Identify creative sources of the voice of the client feedback through non-traditional channels (ie voice transcriptions). Manage ongoing client mystery shop program – developing and executing the client intent

Who You Are
You are an expert in Client Feedback Design. Previous experience in operating VOC programs. Experience with survey question designs, routing, quota and sample management. General client experience curiosity. You're confident in your ability to communicate detailed information in an impactful way. You have experience in developing user CX dashboards and have working knowledge of tableau and other data visualization tools.
You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.
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, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:
Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
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 during the application or interview process, please contact
You need to be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work or study permit