Vice-President, Brand, Client Experience and Insights

CIBC · Toronto

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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

As the Vice-President, Brand, Client Experience & Insights, you’ll shape and lead CIBC’s enterprise brand and client experience strategy and delivery. Reporting to the Senior Vice-President, Brand, Community & Client Experience, you’ll be accountable for integrating brand strategy, client experience, and insights to strengthen client acquisition, client loyalty, brand consistency, and enterprise decision-making. Bringing together brand marketing, client insights and experience frameworks will drive business growth and demonstrate our CIBC purpose – to help make our clients ambitions a reality.

You’ll lead the development and direct the delivery of brand marketing communications, elevate the voice of the client through insights and analytics, and turn findings into actions that inform strategic decisions and growth across the bank. In this role, you’ll also advance Net Promoter Score (NPS) strategies, champion client-focused initiatives that build loyalty and engagement, and provide leadership in seniors’ advocacy. As a senior leader, you’ll build strong relationships across the enterprise, lead high-performing teams, and ensure our brand is represented consistently across every client touchpoint while maximizing brand visibility and reputation.

CIBC employee experience principles:

• Always professional… so our team members can excel and be their best professional self.
• Radically simple… so our team members can focus on what they need to do and make an impact.
• Genuinely caring… so our team members can feel valued for who they are and what they contribute.

CIBC leadership capabilities:

• Envisions the future…to innovate purposefully to create new value and harness new capabilities in order to meet the evolving needs of our diverse stakeholders.
• Inspires hearts and minds…to build an inclusive culture where we make bold choices, collaborate, and empower others to take chances and do what’s right for our stakeholders.
• Drives action and impact, together…to align with urgency around what matters, making decisions with speed and always making a real difference.

What You’ll be Doing

• Define and lead the enterprise brand strategy, ensuring alignment with CIBC’s business strategy, client priorities, and long-term growth ambitions.

• Provide oversight for brand positioning, governance, messaging, and visual identity, ensuring consistency and effective stewardship across the organization.

• Lead the development and execution of brand and sponsorship marketing, including creative strategy and integrated communications delivery across paid, owned, experiential, and related channels.

• Establish and advance CIBC’s enterprise client experience strategy and roadmap, ensuring alignment with transformation priorities and business objectives.

• Drive enterprise focus on client experience, including the alignment of NPS priorities, experience frameworks, and cross-functional initiatives.

• Modernize the function through enhanced tools, governance, workflows, and capabilities that strengthen how we listen to clients and translate feedback into action.

• Champion the use of AI, advanced analytics, VOC, and integrated insight sources to improve issue identification, trend analysis, journey optimization, and executive decision support.

• Oversee reporting and analysis that demonstrates the value of brand health, client sentiment, loyalty, and experience outcomes to measurable business results.

• Bring forward innovative practices, new technologies, and emerging trends to strengthen enterprise capabilities and support continuous improvement.

• Lead and develop a large, multi-disciplinary team, strengthening engagement, capability, succession depth, and performance outcomes.

• Act as a trusted enterprise advisor and connector, building strong relationships across the Global Leadership Team, strategic business units, infrastructure teams, and external partners.

• Provide oversight for regulatory compliance management related to accessibility and seniors’ advocacy, ensuring strong controls, governance, and support for inclusive client experiences.

• Manage priorities, budgets, approval decisions, and delivery through both direct and matrixed teams to ensure strong execution and value creation.

• Support reputation management and in represent CIBC externally relevant industry and professional forums.

What We’re Looking For

• Significant leadership experience in brand, marketing, client experience, insights, strategy, or a related enterprise function.

• A strong enterprise mindset with the ability to align multiple stakeholders around a shared strategic vision.

• Deep expertise in marketing and client experience transformation, including insights-led decision-making.

• Strong business acumen with experience connecting client and brand outcomes to enterprise performance.

• Demonstrated success leading cross-functional transformation in a complex, matrixed environment.

• Experience using analytics, research, and advanced insight tools to influence priorities and improve business results.

• Proven people leadership with the ability to inspire teams, build capability, manage performance, and foster an inclusive culture.

• Strong judgment and effectiveness in managing governance, compliance, accessibility, and reputational considerations.

• Executive presence and the ability to communicate effectively with senior leaders, external partners, and industry stakeholders.

• Experience managing significant budgets, organizational resources, and agency or vendor relationships.

• A continuous improvement mindset and a commitment to innovation, collaboration, and disciplined execution.

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to 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.

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