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 Product Owner for Contact Centre Transformation, you will collaborate across agile and waterfall delivery models, partnering closely with Contact Centre Operations, Technology, Risk, and vendor teams to define strategic roadmaps, prioritize backlogs, and deliver measurable business outcomes. Your work will directly support CIBC’s strategic priorities within Personal and Business Banking, with a focus on interaction deflection and containment, productivity improvements, revenue uplift, and enhancing employee engagement. In this role, you will drive the evolution of the contact centre experience through technology modernization, process optimization, and data-driven insights. At CIBC, we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. **How you'll succeed** + **Product Leadership & Vision** - Define and communicate a multi-year product vision and roadmap for contact centre initiatives, including Contact Centre as a Service transformation and desktop modernization, aligned to client experience, sales goals, and operational efficiency. Translate strategy into actionable features and user stories with clear acceptance criteria; manage and prioritize the backlog based on business value, risk, effort, and dependencies. Define client and agent experiences agnostic of platform, assess desired experience against chosen platforms, and make strategic trade-offs as needed. + **Delivery & Execution** - Lead and support agile ceremonies (backlog refinement, sprint planning, showcases) and coordinate with delivery teams to ensure readiness and completion of deliverables. Oversee waterfall deliverables where applicable, including requirements documentation, stage-gate reviews, test plans, and release readiness. Coordinate end-to-end delivery and integrations across contact centre platforms and stakeholders. Oversee user acceptance testing, production validation, post-release performance monitoring, and continuous improvement. + **Experience & Process Optimization** - Map current-state workflows, identify pain points, and design optimized future-state processes to reduce transfers, after-call work, and rework. Advance interaction deflection and containment through enhanced self-service, guided workflows, knowledge management, and automation. Embed frontline feedback loops (surveys, pilots, agent labs) to streamline agent tasks and improve employee engagement. + **Sales Enablement & Performance** - Optimize workflows to surface next-best actions, pre-populate data, and reduce effort in sales and servicing. Run experiments (A/B tests, pilots) to improve sales conversion and productivity, and scale successful initiatives. + **Data, Analytics & Value Realization** - Establish baseline metrics, define OKRs/KPIs, and develop dashboards to track key outcomes such as deflection/containment rates, average handle time, agent productivity, NPS, and sales conversion. Support business case development, funding requests, and provide benefit realization updates to senior leadership and governance forums. Assess emerging capabilities and trends for feasibility, scalability, and business value. + **Stakeholder Engagement & Change Management** - Collaborate with Operations, Product and Distribution, Technology, Risk, and vendor partners to align priorities and delivery plans. Prepare and deliver governance updates to senior leadership, steering committees, and partner groups; influence decisions and secure approvals through effective communication. Support organizational readiness activities, including training, communications, process updates, and adoption of change. + **Risk, Compliance & Quality** - Ensure all features and integrations comply with regulatory, privacy, security, records retention, call recording, and accessibility standards. Define and monitor non-functional requirements (availability, performance, resiliency) and service levels in collaboration with internal teams and vendors. **Who you are** + **You are a results-oriented product leader.** You have at least 5 years of experience delivering complex, cross-functional technology solutions, and 4+ years of consultative or management-level experience solving business problems. You have a proven ability to define product vision and roadmaps, write user stories, prioritize backlogs, and lead agile and waterfall delivery to measurable outcomes. **Experience in retail banking or large enterprise contact centre operations is an asset. Certifications such as CSPO/PSPO/SAFe POPM, Lean Six Sigma, ITIL, or PROSCI/ADKAR are preferred but not required. Experience in agent user experience, journey mapping, and experimentation (A/B testing) is also an asset.** + **You are a strong communicator and stakeholder manager.** You're skilled at engaging senior executives and governance forums, and influencing decisions through compelling storytelling and data-driven insights. You are data-driven, with expertise in establishing baselines, defining KPIs/OKRs, building business cases, and producing benefit realization reporting. + **You have practical knowledge.** You have knowledge of compliance, privacy, and risk management in financial services, and are committed to accessibility and inclusive design. + **You are proficient with delivery and collaboration tools.** You can demonstrate experience with Jira, Confluence, process mapping, and structured problem-solving. + **Values matter to you** . You bring your real self to work and 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 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.