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Senior Manager, Service Design



2d ago

  • Job
    Senior Level
  • Design
  • Toronto
  • Quick Apply

AI generated summary

  • You have experience in human-centered design, are a nurturing leader, love solving complex problems, are passionate about people, give meaning to data, and live by our values.
  • You will lead end-to-end Service Design projects, conduct behavioural research, facilitate co-creation & prototyping, build & implement new services, and help grow our Service Design practice.


  • You can demonstrate experience in human-centered design, having lead projects that leverage Human-Centered Design approaches and/or behavioural science. You have a graduate degree in psychology, behavioural economics, behavioural sciences, Inclusive Design, Data Science, 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.


  • 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.
  • 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 human-centered design. You will actively shape and grow the Bank’s maturity in leveraging service design, 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.


What qualifications are required for the Senior Manager, Service Design role at CIBC?

To qualify for the Senior Manager, Service Design role at CIBC, candidates should have experience in human-centered design and a graduate degree in psychology, behavioural economics, behavioural sciences, Inclusive Design, Data Science, or a related field. Additionally, practical experience in leading projects using Human-Centered Design approaches is preferred.

What is the work environment like for the Senior Manager, Service Design role at CIBC?

As a Senior Manager, Service Design at CIBC, you will have the flexibility to manage your work activities within a hybrid work arrangement. This means you will spend 2-3 days per week on-site, with the remainder of the week working remotely. CIBC enables a work environment that is optimal for team members to thrive in their roles.

How does the Senior Manager, Service Design role contribute to CIBC's overall goals?

The Senior Manager, Service Design plays a key role in solving important, bank-wide challenges at CIBC by putting peoples' needs at the heart of every experience designed. Working with a multidisciplinary team, the Senior Manager leads end-to-end Service Design projects, conducts research, facilitates workshops, and helps implement new services. This role contributes to changing the way problems are solved and experiences are designed at CIBC.

What opportunities for growth and development are available for Senior Managers in the Service Design team at CIBC?

Senior Managers in the Service Design team at CIBC have opportunities for growth and development through coaching, mentoring, and thought leadership. They can help evolve the Service Design practice, shape methodologies, and contribute to the bank's Community of Practice. Additionally, there are initiatives like Purpose Day, which offers a paid day off for personal growth and development.

Ambitions Made Real

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Mission & Purpose

The Canadian Imperial Bank of Commerce (CIBC) is a major financial institution that provides a wide range of banking and financial services. CIBC's ultimate mission is to be a leading, innovative financial institution that helps clients achieve their financial goals. The bank's purpose is rooted in delivering trusted advice and exceptional service to individuals, businesses, and communities. CIBC is committed to fostering economic growth, supporting financial well-being, and contributing to the overall prosperity of its clients and the regions it serves. With a focus on integrity and customer satisfaction, CIBC plays a vital role in the Canadian and international financial landscape, offering solutions that span banking, wealth management, and capital markets to meet the diverse needs of its stakeholders.


  • Financial health

    Rewards and resources to support your short and long-term financial goals. At a glance: 50% employee share matching plan, Employee Banking Offer including free banking services, credit cards and more, Defined Benefit Pension Plan that provides you with a secure retirement for life

  • Mental health

    Resources to support your mental health and increase your resiliency. At a glance: Mental health therapy covered at 100% and $5,000 per person per year, Online and in-person counselling, Shareable mental health video library, Mindfulness education and practice tools