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 (https://www.cibc.com/en/about-cibc.html) **What you'll be doing** As the Director, Product Experience, you’ll be responsible for overseeing the end-to-end experience, effectiveness, and compliance of CIBC Business Banking (BB) products and processes—including deposits, lending (including credit cards), payments, receivables, payables, and AML-related activities. You’ll manage a team that serves as the voice of BB, representing client and frontline needs with the Commercial Banking and BB Product Owners and vis-a-vis enterprise initiatives. You’ll drive strategic alignment, operational excellence, and regulatory compliance, partnering closely with Product, Operations, Risk, AML, Compliance, Technology, and frontline teams. You’ll champion process optimization, experience enhancement, and continuous improvement, ensuring products and processes are client-centric, efficient, and risk-aligned to the BB operating model and the business unit’s goals. You’ll require deep expertise in both lending and deposit products, as well as strong knowledge of AML, regulatory requirements, and process transformation. The role may evolve over time to include broader initiatives that further strengthen Business Banking’s competitive position and growth. This role will be reporting to the Senior Director, Business Effectiveness, National Office, BB. _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 Experience Optimization -** Support the alignment of Business Banking products and services (deposits, lending, payments, AML processes) with client and frontline needs, specific to business banking. Identify and help resolve product and process gaps to reduce friction, improve usability, and support business growth. Evaluate and enhance the end-to-end client and employee experience across Business Banking products and processes. Conduct root-cause analyses on pain points—including those related to compliance, risk, or operational inefficiency—and develop actionable solutions. Gather and synthesize frontline feedback to drive continuous improvement in product usability, operational efficiency, and client satisfaction. + **Governance, Risk, and Compliance -** Ensure all Business Banking processes align with AML, credit, fraud, legal, compliance, and operational risk requirements. Serve as the AML and credit subject matter expert, interpreting and operationalizing complex regulatory changes. Support the design, enhancement, and documentation of controls to minimize operational and regulatory risk. + **Stakeholder Partnership and Enablement -** Act as the central liaison for Business Banking with Product, Operations, Risk, AML, Legal, Compliance, Technology, and other enterprise partners. Represent Business Banking requirements in enterprise projects, policy changes, and product rollouts. Support pilots, readiness planning, and frontline training to ensure successful adoption of new or enhanced products and procedures. Build strong relationships and maintain transparent communication with key stakeholders and leadership teams. + **Frontline Partnership and Enablement -** Advocate for frontline needs in product and policy discussions, ensuring practical, scalable, and risk-aligned solutions. Build and refine job aids, checklists, and procedural tools that make processes simpler and more consistent. Communicate updates, impacts, and readiness plans to frontline and internal stakeholders. + **Continuous Improvement -** Identify opportunities to simplify processes, reduce friction, and strengthen Business Banking’s competitive position. Provide insights and recommendations to leadership to support product strategy, experience priorities, and operational excellence. Champion a culture of collaboration, transparency, and accountability across Business Banking and its partners. + **Leadership and People Management -** Set appropriate context when assigning work to team members ensure that individuals’ roles support the achievement of the business priorities. Provide direction and mentorship to the Product Experience team, fostering a culture of curiosity, innovation, and continuous improvement. Collaborate with Business Banking leadership, Product, Analytics, Operations, Enterprise AI, Technology, Risk partners, and external vendors to deliver end-to-end solutions that drive business value. Influence senior stakeholders by translating complex analytics into clear business narratives that support decision-making. **Who you are** + **You can demonstrate deep expertise** of Business Banking products and services, including deposits, lending, payments, and receivables. You bring strong, practical knowledge of AML/ATF regulatory requirements, credit policies, and operational controls. You have proven experience in project management, process re-engineering and change enablement + **Your influence makes a difference.** You know that relationships and networks are essential to success. You have proven ability to influence and drive results through collaboration across multiple business lines (BB, Product, Operations, Risk, Compliance, AML, Communications, Tech). + **You’re results-oriented.** You’re motivated by accomplishing your goals and delivering your best to make a difference. You have a collaborative mindset with a proven ability to execute seamlessly. You are highly organized, adaptable, and comfortable managing multiple priorities in a fast-paced, dynamic environment. + **You are a caring and accountable leader.** You have experience developing and implementing strategic team goals. You have experience coaching employees and inspiring successful team performance. + **You give meaning to data.** You enjoy investigating complex problems and making sense of information. You strategically think and able to develop, articulate and execute business strategies across diverse channels. You have the ability to translate complex information in clear and actionable ways. + **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, 23rd Floor **Employment Type** Regular **Weekly Hours** 37.5 **Skills** Business Effectiveness, Business Processes, Communication, Critical Thinking, Customer Experience (CX), Decision Making, Leadership, Long Term Planning, Project Management, Strategic Objectives At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.