Consultant, Digital Performance Optimization

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’ll Be Doing

The Consultant, Digital Performance Optimization will be accountable for leveraging internal and external datasets to uncover trends, generate actionable insights, and support strategic decision-making for digital banking and native app platforms. By establishing and tracking key performance indicators, this role ensures effective measurement and reporting of all digital initiatives, while coordinating performance dashboards with commentary for both executive and operational audiences. With a deep understanding of the client digital journey and pain points, the role drives optimization and personalization efforts to enhance client experience, boost engagement, and reduce churn. Superior communication skills are essential for preparing and presenting complex information and executive-level materials, as well as supporting business cases for digital investments through thorough performance analysis. This role emphasizes cross-functional collaboration with various teams including Analytics, Strategy, Product and Technology partners. The successful candidate will be passionate about the intersection of business, data and technology and strive to explore how financial services can deliver leading digital experiences to our clients.  

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.

Who You Are

• Data Analysis for storytelling, problem-solving & insights - Utilizing analytics and other internal data sets for thorough analysis to story-tell, understand trends, make projections, uncover opportunities for optimization in our digital banking and native app platforms and derive actionable insights that drive business decisions and outcomes.  Establish and track key performance indicators for all digital initiatives and platforms.

• Servicing, personalization & retention client strategy - Hold a thorough understanding of the client digital journey, outcomes and pain points in order to steer and influence optimization and personalization initiatives to further streamline and personalize client experience, reduce churn and increase digital engagement.

• Digital signals & personalization - Analyze digital performance data to identify opportunities for optimization , real-time personalization and innovation.

• Create and/or influence digital KPIs & measurement - Coordinate performance dashboards for executive and operational reporting with action-based commentary.

• Digital privacy and consent - Sound understanding with the ability to articulate the bank's adherence to data privacy and consent regulations (Bill 64, GDPR, CCPA) as well as being able to apply best practices across digital properties (inclusive of digital tracking technologies i.e. cookies and pixels).

• Communication - Superior interpersonal and communication skills sufficient to convey or present factual and conceptual information on issues which require detailed explanation and interpretation. Ability to prepare materials and summaries tailored to executive leadership is a critical skill. Support business cases for digital investments through robust performance analysis.

Who You Are

• You can demonstrate 2 to 3 years of work experience in Digital reporting and optimization, Data, Digital Strategy, Digital Marketing, Digital Servicing, Client journey and behavioral measurement using Analytics platforms and reporting dashboards, deriving actionable insights from data sets, market research, vendor discovery and relationship management and being able to communicate highly technical concepts in a clear and concise way.

• You can demonstrate superior interpersonal and communication skills sufficient to convey or present factual and conceptual information on issues which require detailed explanation and interpretation. Ability to prepare materials and summaries tailored to executive leadership is a critical skill. 

• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.

• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.

• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.

• You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new solutions to overcome all obstacles.

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

• 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 understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability and champion an inclusive culture and team and collaboration to achieve your outcomes.

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, Relationship Management, Strategic Decisions, Teamwork