Senior Service Design

What You’ll Be Doing

As a Senior Manager, Service Design & Behavioural Science on CIBC’s Enterprise Digital & Innovation team, you will work with a multidisciplinary team that solves important, bank-wide challenges. We put peoples’ needs at the heart of every experience we design—from buying a home, experiencing credit card fraud, or building a financial plan.  At the heart of our work, we are creative problem solvers, human-centered design champions and story tellers who are passionate about falling in love with the problem, not the solution. As part of the Service Design team, you will conduct research that builds empathy with our clients and employees, find opportunities to drive positive change, co-create inclusive solutions, make and test prototypes, and work with partners to implement new services. You’ll be part of a small—but mighty—team with the goal of changing the way we solve problems and design experiences at CIBC.

How You’ll Succeed

• Lead end-to-end Service Design projects –  You’ll lead a multidisciplinary and cross-functional team using a mixed-methods approach to research & design to develop experiences for our clients and employees. You’ll build strong relationships with stakeholders to help them set a vision for projects, including framing the problems to be solved and defining criteria for project success. You’ll work effectively within constraints, understanding the broader organizational context but also being ready to challenge it when necessary. You will coach and mentor junior team members.
• Design & execute behavioural research – You will lead behavioural research and design experiments with the goal of understanding how to achieve the best possible outcomes for our clients & employees. This includes conducting literature reviews and/or behavioural audits to diagnose barriers and generate hypotheses for the banking context. You will be synthesizing those findings with other data sources (both primary and secondary) and working within the overall team’s Service Design framework to achieve a comprehensive set of insights, strategies and/or opportunity areas for exploration.
• Facilitate, co-create & prototype – You’ll host & facilitate interactive ideation and co-creation workshops with clients and employees to develop a vision for future experiences. You’ll work with the team to conceptualize, build, test and refine low- to medium-fidelity prototypes (e.g. sketches, storyboards, digital wireframes, physical spaces and face-to-face conversations) that demonstrate possible solutions and service experiences. You’ll design testing and feedback mechanisms to measure results and the effect they have on the bank.
• Test, measure & refine – You will design and execute both qualitative & quantitative experiments to determine efficacy of interventions using a hypothesis- based approach. You are familiar with designing and running RCT (Randomized Control Trials) within both proxy and in-field contexts. You are able to draw insights from experimental data and use statistical software.
• Build and implement – You’ll work with internal partners to create service blueprints, identify business requirements and develop strategic roadmaps for new services. You’ll help identify and navigate constraints, existing systems, and potential barriers to building and scaling these services.
• Help grow our practice – You’ll play a key role in evolving our Service Design practice by acting as a thought leader in Behavioural Science. You will actively shape and grow the Bank’s maturity in leveraging Behavioural Science, contribute to our Community of Practice, shape our methodology and coach/nurture other team members. You will contribute to roadshows to help grow our reach and visibility across the bank.

Who You Are

• You can demonstrate experience in applied Behavioural Sciences, having lead projects that leverage Behavioural Science and/or Human-Centered Design approaches. You have a graduate degree in psychology, behavioural economics, behavioural sciences, other social science disciplines, or equivalent practical experience.
• You’re a nurturing leader. You’re passionate about developing and coaching to bring out the best in people. You’re driven by collective success and care about helping others grow. You know how to create the right environment for people to feel safe and take risks. You have a vested interest in seeing others thrive. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
• You love solving complex problems. You’re a creative thinker. You understand how to navigate ambiguity and are comfortable working with abstract strategic concepts and the concrete details of completing a project.
• You’re passionate about people. You care deeply about building a future that is more equitable and inclusive for everyone. You’re a strong facilitator and you’re comfortable supporting collaborative sessions with cross-functional working groups. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
• You give meaning to data. You enjoy investigating complex problems and making sense of information, both qualitative and quantitative. You’re confident in your ability to communicate detailed information in an impactful way.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.