CIBC are hiring a
Sr. UX Manager
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.
What you’ll be doing
CIBC Frontline Experience team is responsible for conceptualizing and designing the software applications that our frontline staff use to service our clients. We partner with other units across the bank to build complex systems that have an impact on over 40,000 employees. As a key member of the Frontline Experience leadership team, you’ll be leading user experience of the enterprise CRM platform. You’ll be managing a small but growing team of approximately 8 UX Designers, supporting day-to-day execution, setting clear expectations, building strong delivery practices, and creating a supportive team environment in which designers can grow their skills and confidence. You’ll provide design direction and quality oversight, guide stakeholder alignment, and help mature team standards, processes and a design system that improves consistency across frontline experiences. 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 2-3 days per week on-site, while other days will be remote.
How you’ll succeed
- Stakeholder management - Build trusted relationships with stakeholders to drive UX maturity and position UX as a strategic partner in delivering successful products. Facilitate alignment on problem statements, scope, trade-offs and success measures. Present design direction and recommendations clearly to senior stakeholders and support your team in doing the same.
- Frontline UX delivery - Oversee the delivery of UX outputs, including journey maps, service blueprints (as needed), task flows, wireframes, prototypes and UI specifications. Ensure solutions are intuitive, efficient, and aligned to frontline workflows, operational constraints and business objectives.
- Team management - Lead, coach and develop a team of UX Designers. Establish clear goals, provide regular feedback, and support career development. Create a collaborative team culture with strong design critique practices and shared accountability for quality and outcomes.
- Research and insights - Promote evidence-based design by partnering with research (or enabling lightweight discovery) to validate needs, test usability and measure outcomes. Ensure insights are translated into actionable design improvements across the product lifecycle.
- Accessibility, risk and compliance mindset - Ensure experiences meet accessibility standards and are built with a strong understanding of privacy, security and regulatory requirements typical in banking environments. Partner with accessibility specialists, risk, and technology teams to embed these requirements early.
- Resource management and operations - Manage hiring, onboarding/offboarding, performance reviews, workforce planning, and team communications. Balance priorities across multiple initiatives while protecting sustainable delivery and team health.
- Planning and prioritization - Review UX intakes, estimates and resourcing needs. Represent UX in planning forums and leadership sessions. Consolidate status updates, manage dependencies, and communicate risks and progress consistently.
- Design standards and design systems - Establish and evolve design standards, guidelines, and workflow practices. Create and maintain a design system in Figma to enable consistency, reusability, and faster delivery across teams and vendors.
Who you are
You can demonstrate 5 to 8 years of work experience managing, leading and coaching UX or Experience Design teams, ideally within large, complex organizations. You’re a confident people leader who sets direction, builds team capability and creates a positive, high-performing culture. You’re proficient with Figma and modern prototyping tools, and you have hands-on experience creating and maintaining design systems. You have a strong knowledge of UX best practices, interaction design principles and usability heuristics, and you know how to apply them to enterprise workflows. You understand user-centred and data-informed design, including research methods and usability testing, and when to use them from discovery through post-release. You’re experienced working in agile delivery models with cross-functional partners (Product, Engineering, QA, Content, Translation, Accessibility). You communicate clearly and can present design concepts and rationales to product teams, business stakeholders and executive leaders. You have experience with Salesforce or similar CRM/employee platforms used in frontline banking environments. You have a degree in Human Factors, Human-Computer Interaction, Interaction Design, or equivalent experience. 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.
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, 27th Floor
Employment Type: Regular
Weekly Hours: 37.5
Skills
Design, Experience Design, Figma, People Leadership, Salesforce Platform, Stakeholder Management, User Experience (UX)
