Senior Product Owner position at CIBC.| Canada

CIBC Senior Product Owner

Experience: 5-years

Pattern: full-time

Country:

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OND

Toronto, ON....Canada

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 CIBC.com What you will do As Sr Product Owner, you will operate across both agile and waterfall delivery styles, partnering closely with Contact Centre Operations, Technology, Risk Groups, and vendor teams to define the roadmap, prioritize the backlog, and deliver measurable outcomes. Your work will directly support CIBC’s strategic priorities across Personal and Business Banking with a focus on: Interaction deflection/containment, productivity improvements, Revenue uplift & Positive impact on employee survey results. 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 1-3 days per week on-site, while other days will be remote. How You’ll Succeed Product ownership and vision - Define and communicate the multi-year product vision and roadmap for contact centre initiatives (i.e. Contact Centre as a Service transformation; desktop modernization), aligned to client experience, sales goals, and operational efficiency. Translate strategy into clear features and user stories with acceptance criteria; manage and prioritize the backlog based on business value, risk, effort, and dependencies. Define client and agent experience agnostic of platform. Assess desired experience against chosen platform and make strategic trade-offs. Delivery and execution - Lead agile ceremonies (backlog refinement, sprint planning, showcases) and partner with delivery teams to meet definition of ready/done. Support waterfall deliverables where appropriate (requirements documentation, stage-gate reviews, test plans, release readiness). Coordinate end-to-end delivery and integrations across contact centre impacted platforms & stakeholders. Oversee user acceptance testing, production validation, and post-release performance monitoring; manage defect triage and continuous improvement. Client and agent experience - I mprove mapping current-state workflows, identifying pain points, and designing optimized future-state processes that reduce transfers, after-call work, and rework. These efforts advance interaction deflection and containment by enhancing self-service options, implementing guided workflows, improving knowledge search, and leveraging automation. Additionally, embedding frontline feedback loops—such as surveys, pilots, and agent labs—helps streamline agent tasks and positively impact employee survey results. On the sales enablement and performance front, optimizing workflows to surface next-best actions, pre-populate data, and reduce effort in sales and servicing is key. Experiments, including A/B tests and pilots, are run to improve sales conversion and productivity, with successful initiatives scaled to maximize impact. Data, analytics, and value realization - Establish baseline metrics and define OKRs/KPIs and dashboards; track benefits such as deflection/containment rates, Average Handle time, After Call Work, agent productivity, First contact resolution, employee and client net promoter score, sales conversion, and error reduction. Build business cases and funding requests; provide clear benefit realization updates to senior leadership and governance forums. Assess emerging capabilities & trends for feasibility, scalability, and business value. Stakeholder engagement, governance, and change leadership - Collaborate across Operations, Personal and Business Banking Product and Distribution, Technology, Risk and vendor partners to align priorities and delivery plans. Prepare and present regular governance updates to senior leadership audiences, including steering committees, and partner groups; influence decisions and secure approvals through strong storytelling & deck building. Drive organizational readiness: training, communications, process updates, and support transitions; ensure adoption and sustained change. Risk, compliance, and quality - Ensure features and integrations meet regulatory, privacy, security, records retention, call recording, and accessibility standards. Define and monitor non-functional requirements (availability, performance, resiliency) and service levels with internal teams and vendors. Who You Are You can demonstrate experience in the development of strategies with a focus on digital, innovation, client experience, revenue generation, and developing business cases and business requirements. You have knowledge of digital practices and principles to analyze and interpret complex concepts and apply these in creative ways. You bring 5+ years of product ownership or management, delivering complex, cross-functional technology solutions, and at least 4 years of consultative or management-level experience solving complex business problems. Preferred Skills : Background in retail banking or large enterprise contact centre operations is an asset but not required. Certifications such as CSPO/PSPO/SAFE POPM, Lean Six Sigma, ITIL, or PROSCI/ADKAR with relevant practice are also considered assets but not required. You’re driven by collective success. You establish productive relationships with departments and partners across the organization and externally. You are experienced in data-driven decision-making, establishing baselines, defining KPIs/OKRs, building business cases, and producing benefit realization reporting. You are influential. You recognize and respond to underlying concerns of multiple interests and shape the decision-making process in situations that involve complexity and ambiguity. Your practical knowledge of compliance, privacy, and risk in financial services, along with your commitment to accessibility and inclusive design, enables you to navigate sensitive and regulated environments. You enjoy uncertainty and ambiguity. You understand that to innovate you must be comfortable deciphering what needs to be done next. You develop imaginative solutions and new ways of thinking about situations, problems, and opportunities. You are proficient with delivery and collaboration tools and practices (e.g., Jira/Confluence or equivalent) , process mapping, and structured problem solving. You're Tech savvy. You seek out innovative solutions and embrace evolving technologies. You easily adapt to new tools and trends, and experience in agent UX, journey mapping, and experimentation (A/B testing) is an asset. 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 Mailbox.careers-carrieres@cibc.com CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. 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 test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. 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-81 Bay, 18th Floor Employment Type Regular Weekly Hours 37.5 Skills Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Professional Presentation, Relationship Management, Teamwork

Senior Product Owner job opportunity at CIBC.

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