Senior Manager, User Support & Experience (12-Month Secondment)
CIBC — Toronto, ON
Posted 2026-10-16
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 What you’ll be doing As Senior Manager, User Support & Experience (12-month secondment), you will provide leadership and continuity for a team responsible for end-user support and experience across Business Application Management (BAM) supported systems. This role is accountable for overseeing 2nd line production support operations, strengthening user enablement, driving knowledge and change management practices, and advancing workflow efficiency and service performance. You will lead a function designed to improve the end-user experience after go-live, convert support data into actionable insights, improve readiness for change, expand self-service support capabilities, and deliver measurable value through service outcomes and KPIs. The role also contributes to