Sr Consultant, Business Effectiveness

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  team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

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As a member of CIBC’s team, the Senior Consultant, Business Effectiveness is a seasoned expert responsible for providing highly specialized advice, consultation and expertise in client experience to leadership teams to improve client experience. The role uses deep knowledge in their field of expertise to lead and manage projects of a moderate or high level of complexity to enhance and upgrade new or existing processes, products or services.

The Senior Consultant, Business Effectiveness exercises considerable judgement for decision making on complex issues, researching relevant data and developing proposals and recommendations as well as resources needed to execute the work. The role analyzes situations and data using in-depth evaluation of intangibles with minimal precedent, preparing and presenting roadmap progress, issues and recommendations for resolution to internal business partners and executives.

The role provides innovative, original ideas, accountable to broadly defined policy objectives, championing CIBC values and providing support in a manner consistent with the highest quality standards and objectives.

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.

• Operational Analysis - Assess current contact centre processes, performance metrics, and customer interactions to identify areas for improvement.
• Requirements Gathering - Collaborate with stakeholders to collect and document business requirements for new initiatives, system enhancements, or process changes.
• Solution Development - Work with cross-functional teams to design and implement solutions that optimize contact centre operations and improve customer experience.
• Project Support - Assist in the planning, execution, and monitoring of projects related to contact centre initiatives, ensuring alignment with business objectives. Stakeholder Communication, Prepare and deliver presentations, reports, and updates to management and other stakeholders.
• Change Management - Support the adoption of new processes, technologies, and best practices within the contact centre environment.
• Continuous Improvement - Monitor industry trends and contact centre best practices to proactively identify opportunities for innovation. Data Analysis & Reporting, Analyze quantitative and qualitative data from multiple sources (e.g., call volumes, customer feedback, agent performance) to generate insights and recommendations.

• You can demonstrate a minimum of 3+ years of experience in business analysis or consulting, with a focus on contact centre operations. Strong understanding of contact centre technologies, KPIs, and customer service best practices. Experience with process mapping, requirements documentation, and change management. Familiarity with Agile methodology.
• Your influence makes an impact.You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You understand that success is in the details. You notice things that others don’t. Your critical thinking skills help to inform decision making. Understands complex issues and concepts related to new and evolving business needs, can get up to speed quickly with regard to new subject matters and is able to deal with changing circumstances.
• You are a problem solver. You can demonstrate strong problem solving and decision‑making skills: able to analyze situations, develop and implement solutions, often within narrow time frames and often working with a wide variety of others.
• You embrace and champion change.You'll continuously evolve your thinking and the way you…