Key Accountabilities / Activities
The UE Lead will consult directly with CIBC business and segments to recommend solutions based on an understanding of the business, segment, customer experience, and technology requirements and implications.
The UE Lead will be required to provide a user centered design approach to developing the optimal user experience for Sales and Service Force Automation Applications. He/she will design and code low-medium fidelity prototypes for testing purposes as required. In addition, the UE lead will plan, prepare and execute usability studies and heuristic evaluations of prototypes and production code. Analyze results and identify usability defects based on analysis, report results & create designs to resolve issues.
The UE Lead is expected to provide expertise and thought leadership from a human factors perspective, business feasibility perspective, requirements, competitive awareness and overall technology understanding.
The UE lead will work along side the Requirements team to help derive requirements from business stakeholders and translate them into usable interfaces to support the business initiatives. He/She will contribute to business process analysis, including translating requirements into Information Architecture schemas, validate error messages, and help improve the overall Usability of the applications.
To be effective, the UE Lead must be able to present/facilitate to various levels of users within the organization, ideas, concepts and findings related to User Experience Artefacts, Standards, and Guidelines.
Provide advisory services on all aspects of usability and UI design; work with stakeholders to ensure solutions meet sound usability principles. He/She must help to manage the development and growth of User Interface Design and Usability capability within the Sales and Service Force Automation Team
- Excellent usability/human factors skills and experience. Have working experience facilitating large focus groups, design validations, competitive evaluations, task walkthroughs, and other Usability testing efforts.
- Ability to clearly present conclusions to senior management. Demonstrated ability to effectively justify recommendations.
- Practices user centered design methodology
- 3 to 5 years participating/executing usability studies
- 2-4 years of specifying interface designsÂ·
- 2-5 years experience working with cross-functional software development teams
- 1-3 years developing interactive prototypes
- Undergraduate or higher education in the field of Human Factors/Computer Science or Cognitive Psychology, Engineering or related field is required. Strong foundation in Statistics is an asset.
- Relevant certifications would be an asset (ie. HFI's certification programs)Â·
- Be able to promote a sense of expertise/competence within the field of usability and user interface design.
CIBC is an equal opportunity employer. It is the Company’s policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best qualified person for the job. CIBC does not discriminate against applicants based on race, color, religion, sex, national origin, or disability or any other status or condition protected by applicable federal, state or local law.
- Organizational Skills
- Microsoft Office
- Visual Basic
- Relationship Building
- Results Orientation
- Business Communication
- CIBC Knowledge
- Problem Solving & Decision Making
Business Unit Description
Retail Markets is at the heart of all the service offerings we provide. CIBC delivers financial services to more than 5.9 million retail and 460,000 small business customers in Canada. Lending, deposit, investment products and other banking services are offered through our extensive branch network, as well as through our rapidly expanding electronic channels; Telephone and ABM and Internet Channels.
eChannels and Distribution Services is responsible for the ABM and Internet Channels as well as strategic distribution planning (branch and ABM), Customer Care/Loyalty and Training and Development for all of Retail Markets. A group of about 350 people, our mandate is to focus on cost effective delivery solutions for CIBC clients that drive strong customer relationships and improved profitability.
The group is comprised of five key areas:
- eChannels is responsible for the client experience and strategic development of both the ABM and Internet Channels
- Business Continuity and Effectiveness is responsible for service level and performance management of both the ABM and Internet Channels
- Network Strategy and Planning is responsible for the branch and ABM network strategy and planning
- Customer Care/Loyalty is responsible for managing escalated problem resolution across all of CIBC
- Training and Development is responsible for building employee skills and knowledge across Retail Markets
Service and Sales Force Automation (SSFA), delivers and maintains end-to-end technology solutions and support for Retail Markets. The group has formed close partnerships with each client to jointly develop strategies, and effectively provide the technology solutions required to fulfill those strategies. SSFA supports the channels that deliver products and services to our customers (the branches, PC banking, telephone banking, and ABMs). It also supports products such as all deposit and payment products, Mortgages and Insurance. Another of its components is Small Business and Commercial Banking.