Purpose of the Role:      

Key Accountabilities:

• Implements & optimises design and research operations and practices, including streamlining workflows, defining cross-product UX standards, best practices, principles, and implementing infrastructure and tooling to increase the efficiency of UX research and design processes to enable the UX team to deliver high-quality UX deliverables faster and more effectively, maintaining the Bank’s competitive edge in the market.
• Executes & communicates the UX vision and strategy to support the overall user experience design practice, supporting the Associate Director to enable measurable growth in the organization’s approach to deliver customer-centric digital experiences.
• Engages & collaborates stakeholders, including product managers and technical leads, providing UX direction for products and services and managing design and research that considers the customer journey across the various products, services, channels offered by the Bank to ensure a shared vision is developed for initiatives and that user-centred products and services that meet both user needs and business requirements are delivered, while fostering a company-wide appreciation for the value of UX.
• Advocates & leads UX research initiatives, identifying and capturing customers’ unmet needs, preferences and behavioural insights to inform product and service decisions and ensure they are considered throughout the product / service development process to ensure products and services are created that resonate with users and solve their problems.
• Monitors & measures customer experience on products and services supported by the UX team through qualitative and quantitative research / data, identifying opportunities for experience improvement across the customer journey to ensure measurable impact and improvement in the customer experience as a result of UX work.
• Manages & tracks UX resources ensuring projects have the right resources and the UX team is equipped to deliver on various initiatives across the organization. Creates a framework that ensures design consistency across all CIBC platforms to maximise the impact of UX efforts while maintaining effective utilisation of resources.
• Recommends & advises on changes required for the business, in alignment with / consideration of trends in user experience principles across the industry, including gathering opinions from industry experts from time to time to ensure UX is effective in helping to achieve product and business goals.

Critical Knowledge & Skills Required:

• 5-7 years of experience in UX design, with at least 3 years leading design projects and / or managing people.
• Prior experience in the financial sector or other regulated sector is a plus.
• Expertise in user experience principle, practices and their practical application.
• Experience leading and managing a distributed and multidisciplinary design team.
• Experience implementing UX strategies and streamlining design operations (Design Ops).
• Strategic mindset and systems thinking approach to be able to use customer insights and data to break down complex workflows into simplified experiences.
• Ability to prioritise team tasks and provide effective input to support multiple projects and milestones efficiently.
• Strong understanding and experience in conducting user research through various methods.
• Ability to influence and collaborate effectively with stakeholders to gain support for design strategies.
• Expertise in standard design tools such as Figma.
• Experience working in complex, multi-disciplinary technical environments while collaborating with cross-functional teams.

Experience Required:

• Bachelor’s degree (degree in UX, HCI or similar is a plus).
• Certification in User Experience Design, including UX leadership and / or DesignOps / ResearchOps.

JOB SNAPSHOT:
Category:  Technology
Function:  Technology
Position reports to:  Associate Director, Digital & Client Experience

Expiry Date: 31-12-2024