Director, Channel Effectiveness

CIBC

Toronto, Canada
Fully remote
Contact centre platform transition
Client and team experience transformation
Agile methodologies
You will play a pivotal role, acting as the Business Lead, in CIBC's strategic initiative to transition our Contact Centres to a modern platform, transforming client experience journeys and enhancing team experiences

Job Summary

  • You will play a pivotal role, acting as the Business Lead, in CIBC's strategic initiative to transition our Contact Centres to a modern platform, transforming client experience journeys and enhancing team experiences.
  • Your responsibilities will include leading the completion of business deliverables, overseeing the migration of multiple Line of Business (LOB) Contact Centre to the target platform, and supporting change management activities to ensure a smooth transition.
  • At CIBC, your goals are a priority. We aspire to give you a career, rather than just a paycheck.

Matching Summary

You will play a pivotal role, acting as the Business Lead, in CIBC's strategic initiative to transition our Contact Centres to a modern platform, transforming client experience journeys and enhancing team experiences.

Skills & Requirements

Must-have

  • Contact Centre platform transition
  • Client and team experience transformation
  • Agile methodologies
  • CCaaS/CRM/SaaS Product delivery
  • Relationship management with stakeholders

Nice-to-have

  • Embrace and advocate for change
  • Adaptability and flexible approach
  • Values matter to you
  • Bring your real self to work

Key Requirements

  • 5 to 10 years of work experience
  • At least 2 years in leadership roles
  • Bachelor’s degree or Master’s degree or relevant certifications

Work Rights

Not specified

Tailored Resume

Cover Letter