Senior Content Designer, Experience Design & Enablement

📍 Job Overview

Job Title: Senior Content Designer, Experience Design & Enablement

Company: CIBC

Location: Toronto, ON, Canada

Job Type: Full time

Category: Content Design / UX Writing (with Operations Focus)

Date Posted: 2026-08-17

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Drive content strategy and execution for client and employee-facing digital tools and platforms, ensuring alignment with business objectives and user experience goals.

• Collaborate closely with cross-functional teams, including UX Designers, Accessibility Consultants, UX Researchers, and product squads, within agile delivery sprints.

• Develop and maintain content that adheres to CIBC's voice and tone, brand guidelines, and accessibility standards (WCAG).

• Contribute to content operations by maintaining the content design system, conducting content audits, and recommending improvements.

📝 Enhancement Note: While the title is "Content Designer," the responsibilities heavily lean into UX Writing and Content Strategy within a financial institution's digital product development. The "Enablement" aspect suggests a focus on empowering internal users and clients through clear, effective digital content. This role requires strong operational understanding of how content impacts user workflows and business outcomes.

📈 Primary Responsibilities

• Write, edit, evaluate, and manage content for client and employee-facing digital tools and platforms, ensuring clarity, conciseness, and adherence to brand voice and tone.

• Apply user experience (UX) and conversational design principles to create intuitive and effective user journeys, particularly within complex flows and microcopy.

• Collaborate with the Translation team to coordinate timelines and needs, ensuring seamless global content delivery.

• Maintain and suggest updates to the content design system and style guides to enhance consistency and efficiency across digital products.

• Conduct content audits, analyze findings, and propose improvements to optimize content performance and user engagement.

• Present content strategies and recommendations to product teams, stakeholders, and leadership with authority, empathy, and clarity.

• Champion plain language, advocate for UX best practices, and promote a client-first approach in all design decisions.

• Manage and prioritize multiple content initiatives simultaneously within active agile workflows, collaborating with developers, QA testers, business analysts, and product owners.

• Utilize tools like Confluence, JIRA, Figma, Mural, CIBC AI, and Microsoft 365 for content creation, management, delivery, and team collaboration.

• Participate in user research sessions and gather insights to inform content recommendations and support platform adoption.

📝 Enhancement Note: The responsibilities highlight a need for strong operational thinking, particularly in content management, workflow integration, and cross-functional collaboration within a structured financial services environment. The emphasis on "enablement" suggests content plays a key role in user adoption and proficiency with digital tools.

🎓 Skills & Qualifications

Education: Degree or diploma in English, Journalism, Communications, Creative Writing, Technical Writing, UX Writing, Content Strategy, or equivalent working experience.

Experience: 5-10 years of professional experience in writing and editing content for product flows, with a strong understanding of brand guidelines and WCAG accessibility standards.

Required Skills:

• Expertise in content design, UX writing, and content strategy development.

• Proven ability to write and edit content quickly and effectively for product flows, microcopy, and complex user journeys.

• Strong understanding of CIBC's voice and tone, brand guidelines, and digital/editorial guidelines.

• Proficiency in adhering to accessibility requirements (WCAG standards).

• Experience in maintaining content design systems and style guides.

• Excellent communication and presentation skills, with the ability to articulate content strategies clearly to diverse audiences.

• Proficiency in using collaboration and project management tools such as Confluence, JIRA, Figma, and Microsoft 365.

• Familiarity with Canadian Press (CP) style.

• Demonstrated ability to work effectively in collaborative, cross-functional teams within agile workflows.

• Strong organizational and time management skills to manage multiple initiatives.

• Critical thinking and problem-solving abilities to simplify complex information.

• Digital savviness, embracing evolving technologies and learning new skills. Preferred Skills:

• Experience creating content for employee workflows.

• Experience working on product teams within large financial institutions.

• Familiarity with AI tools in content creation or analysis.

• Experience with user research and synthesizing findings for content recommendations.

• Ability to assist in writing or editing video scripts.

• Coaching and mentoring junior team members.

📝 Enhancement Note: The "5-10 years" experience level implies a senior role where strategic input, mentorship, and process ownership are expected, aligning with the "Senior" title. The emphasis on financial institutions and employee workflows suggests a specialized domain understanding is highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong portfolio showcasing content design for digital products, including examples of microcopy, error messages, and user flow copy.

• Include case studies that highlight how content was used to solve user problems, achieve business objectives, and improve user experience metrics.

• Showcase content that adheres to brand guidelines, accessibility standards (WCAG), and plain language principles.

• Provide examples of content audits, style guide contributions, or content design system documentation.

• Illustrate experience collaborating with UX designers, developers, and product managers in a product development lifecycle. Process Documentation:

• Examples of content planning and strategy documents, outlining content goals, target audiences, and key messaging.

• Demonstrate proficiency in using content management systems or design systems for content creation and maintenance.

• Showcase how data and user research informed content decisions and optimizations.

• Illustrate experience in coordinating with translation services for localized content.

📝 Enhancement Note: For a Senior Content Designer role, a portfolio is crucial. It needs to demonstrate not just writing skill, but strategic thinking, operational process awareness (audits, style guides, systems), and impact on user experience and business goals within a regulated industry context.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Content Designers/UX Writers in Toronto, Canada, with 5-10 years of experience in financial services, a competitive salary range is estimated between CAD $90,000 - $130,000 annually. This range can vary based on specific skills, experience, and performance during the interview process.

Benefits:

• Competitive salary

• Incentive pay

• Banking benefits

• Comprehensive benefits program

• Defined benefit pension plan

• Employee share purchase plan

• Generous vacation offering

• Wellbeing support

• MomentMakers social recognition program

• Purpose Day (paid day off for growth and development)

Working Hours: 37.5 hours per week. The role operates within a hybrid work arrangement, requiring 1-3 days per week on-site in Toronto, with other days remote.

📝 Enhancement Note: The salary estimate is based on publicly available data for similar roles in the Toronto financial sector, considering the "Senior" level and the specified experience range. The benefits listed are directly from the job description and are comprehensive for a large financial institution.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking). CIBC is a leading North American financial institution focused on building a relationship-oriented bank for the modern world.

Company Size: CIBC is a large, established financial institution, indicating a structured environment with robust processes and a significant number of employees, likely in the tens of thousands globally. This size suggests ample resources for professional development and a wide array of career paths.

Founded: CIBC was founded in 1864, signifying a long history and deep roots in the Canadian financial landscape, which implies a culture valuing stability, trust, and long-term client relationships.

Team Structure:

• The role is part of the "Content and Translation Chapter" within the broader "Experience Design & Enablement" team. This suggests a specialized functional group (Chapter) that develops expertise and best practices, contributing to larger project teams (squads).

• The reporting structure likely involves a People Leader for the Content and Translation Chapter, with direct reports collaborating within cross-functional product squads.

• Cross-functional collaboration is a core aspect, involving close work with Content Designers, Translators, UX Designers, Accessibility Consultants, UX Researchers, product owners, business analysts, developers, and QA testers. Methodology:

• The team operates within agile workflows, frameworks, and ceremonies, emphasizing iterative development and continuous feedback.

• Content decisions are informed by data analysis, strategic business objectives, user research findings, and accessibility standards.

• Workflow planning and optimization are key, with a focus on creating efficient and intuitive user experiences.

• Automation and efficiency practices are encouraged, with an openness to testing and adopting new tools and technologies.

Company Website: https://www.cibc.com/en/about-cibc.html

📝 Enhancement Note: The company's focus on a "relationship-oriented bank" and its long history suggest a culture that values trust, client focus, and stability, while the mention of "modern world" and "talented, passionate professionals" indicates an openness to innovation and modern approaches to customer service and employee enablement.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position within the Content Design/UX Writing domain. It implies a significant level of autonomy, strategic contribution, and the ability to influence design decisions and processes. The role is expected to not only execute but also to guide, mentor, and contribute to the evolution of content practices.

Reporting Structure: The Senior Content Designer will likely report to a People Leader within the Content and Translation Chapter. They will also work closely with Product Owners and other stakeholders within various agile product squads, acting as a subject matter expert for content.

Operations Impact: The role's primary impact is on enhancing user experience and enabling clients and employees through effective digital content. This directly influences user adoption of digital tools, efficiency in completing tasks, client satisfaction, and employee productivity, all of which are critical operational metrics for a financial institution.

Growth Opportunities:

• Operations Skill Advancement: Opportunity to deepen expertise in UX writing, content strategy, and content operations within the financial services sector. Potential to lead content initiatives for complex product areas.

• Learning & Development: Access to CIBC's "Purpose Day" for personal growth, participation in testing new tools and technologies, and potential for formal training or certifications in UX, content strategy, or related fields.

• Leadership Potential: Mentoring junior team members provides foundational leadership experience. Potential to grow into a Lead Content Designer role, manage a content team, or move into broader UX strategy or product management roles within CIBC.

📝 Enhancement Note: The emphasis on "Enablement" and collaboration within agile "squads" suggests this role is integral to the operational efficiency of digital product development and user adoption, offering significant growth potential for those focused on process improvement and user-centric design within a large corporate structure.

🌐 Work Environment

Office Type: The role is based in a hybrid work environment, meaning a mix of on-site work at CIBC's Toronto office and remote work. This suggests a modern office setting designed for collaboration.

Office Location(s): Toronto, ON, Canada (specifically 81 Bay Street, 18th Floor). This is a prime downtown Toronto location, likely well-connected by public transit.

Workspace Context:

• Collaborative Environment: The office is expected to facilitate collaboration with designers, researchers, product teams, and other chapter members, supporting the agile methodology.

• Operations Tools & Technology: Access to CIBC's standard technology stack, including tools like Confluence, JIRA, Figma, Mural, CIBC AI, and Microsoft 365, is provided to support efficient content design and project management.

• Team Interaction: Opportunities for frequent interaction with team members through planned meetings, ceremonies, and informal discussions, both in-person and virtually.

Work Schedule: Standard working hours are 37.5 per week. The hybrid arrangement offers flexibility, allowing for remote work on certain days, which can aid in focused work and balancing personal commitments.

📝 Enhancement Note: The hybrid model and specific office location indicate a professional, corporate environment typical of large financial institutions. The emphasis on collaboration and the provision of standard tools support an operations-focused approach to content delivery.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience against the job requirements.

• Skills Assessment/Case Study: You may be asked to complete an attribute-based assessment, a skills test, or a take-home case study focused on content design challenges relevant to financial services. This will likely involve creating or critiquing content for a specific user scenario.

• Panel Interviews: Multiple rounds of interviews with hiring managers, team leads, and potential cross-functional collaborators (e.g., UX Designers, Product Owners). These interviews will assess your experience, problem-solving abilities, communication style, and cultural fit.

• Portfolio Presentation: Be prepared to walk through your portfolio, explaining your process, decision-making, and the impact of your content on user experience and business outcomes.

• Final Interview: Potentially with senior leadership to discuss strategic alignment and long-term potential.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best demonstrate your skills in UX writing, content strategy, and content operations within complex digital products, ideally in regulated industries.

• Showcase Process: For each project, clearly articulate the problem, your role, your process (research, ideation, drafting, testing, iteration), the solutions you implemented, and the measurable outcomes or impact.

• Highlight Operations: Emphasize how you managed content lifecycles, collaborated with diverse teams, adhered to guidelines (brand, accessibility), and contributed to content systems or style guides.

• Quantify Impact: Whenever possible, use metrics (e.g., improved conversion rates, reduced support tickets, increased task completion rates) to demonstrate the value of your work.

• Company Alignment: Be ready to discuss how your skills and approach align with CIBC's values and client-first philosophy.

Challenge Preparation:

• Content Critique: Practice analyzing existing digital content for clarity, usability, brand consistency, and accessibility. Be ready to offer constructive improvements.

• Scenario-Based Design: Prepare to design content for hypothetical user scenarios, focusing on plain language, user empathy, and achieving specific task completion goals.

• Stakeholder Communication: Rehearse how you would present content recommendations, justify your choices, and handle feedback from different stakeholders (e.g., technical teams, legal, marketing).

📝 Enhancement Note: Given the senior nature of the role and the emphasis on collaboration and operational impact, interviewers will likely probe deeply into your process, problem-solving methodologies, and ability to influence stakeholders. A well-prepared, results-oriented portfolio is essential.

🛠 Tools & Technology Stack

Primary Tools:

• Confluence: For documentation, knowledge sharing, and collaboration on project requirements and content strategies.

• JIRA: For managing tasks, tracking progress, and collaborating within agile development sprints.

• Figma: For designing user interfaces and collaborating on visual elements, including content placement and layout.

• Mural: For collaborative whiteboarding sessions, brainstorming, and mapping user flows or content structures.

• CIBC AI: Specific AI tools used by CIBC, potentially for content analysis, generation assistance, or personalization.

• Microsoft 365: Suite of tools for general productivity, document creation, and communication (e.g., Word, PowerPoint, Teams).

Analytics & Reporting:

• While not explicitly listed, expect to utilize or collaborate with teams using analytics platforms (e.g., Google Analytics, Adobe Analytics) to track content performance, user engagement, and conversion rates.

• Reporting tools will likely be integrated with JIRA or specific dashboards for tracking project progress and content delivery metrics. CRM & Automation:

• Likely to interact with CRM systems (though not specified) if content relates to client-facing modules.

• Automation tools may be leveraged for content workflows or testing, although specific tools are not detailed. Integration of content into automated customer journeys or internal workflows is a possibility.

📝 Enhancement Note: The explicit mention of Confluence, JIRA, Figma, and Mural indicates a strong reliance on standard agile and UX design collaboration tools. Familiarity with these is critical for operational efficiency. The inclusion of "CIBC AI" suggests an interest in leveraging emerging technologies in content roles.

👥 Team Culture & Values

Operations Values:

• Trust: Fundamental to CIBC's culture, this means reliability, integrity, and accountability in all interactions and deliverables. For operations, this translates to dependable process execution and accurate reporting.

• Teamwork: A strong emphasis on collaboration, inclusivity, and mutual support. In operations, this means seamless handoffs, shared problem-solving, and collective responsibility for project success.

• Accountability: Taking ownership of tasks and outcomes, driving initiatives to completion, and being responsible for the impact of one's work. This is crucial for operational efficiency and performance.

• Client-First Approach: All work, including content design, should prioritize the client's needs and experience, ensuring clarity, ease of use, and value.

• Efficiency & Innovation: A drive to improve processes, leverage technology, and find innovative solutions to make work more effective and efficient.

Collaboration Style:

• Cross-functional Integration: The role is designed for deep collaboration with diverse teams (UX, Dev, QA, etc.) within agile structures, requiring strong communication and a shared understanding of project goals.

• Process Review & Feedback: An open culture for discussing and refining processes, style guides, and content strategies, with a focus on continuous improvement and constructive feedback exchange.

• Knowledge Sharing: Encouragement to share best practices, learnings from research, and insights from tool usage to uplift the entire team and chapter.

📝 Enhancement Note: The core values of Trust, Teamwork, and Accountability are foundational for any operations-focused role, ensuring that processes are executed reliably and collaboratively. The client-first approach and emphasis on efficiency are directly applicable to how content should be designed and managed.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Corporate Structures: Working within a large financial institution can involve complex approval processes, diverse stakeholder needs, and established legacy systems that require careful navigation.

• Balancing Business Needs with User Experience: Ensuring content effectively serves both strategic business objectives and user needs, especially in a regulated industry where compliance is paramount.

• Keeping Pace with Evolving Technology: Adapting to new AI tools, design software, and content management technologies while maintaining high standards for quality and efficiency.

• Ensuring Global Consistency: Collaborating with translation teams and ensuring content resonates across different cultural contexts and linguistic nuances.

Learning & Development Opportunities:

• Operations Skill Advancement: Specializing in content operations, design system management, and advanced UX writing techniques within the financial services domain.

• Industry Exposure: Gaining deep insights into the operational needs and digital strategies of a major financial institution.

• Mentorship & Leadership: Coaching junior designers and potentially contributing to establishing best practices for content within CIBC's digital product development lifecycle.

• Tool Proficiency: Becoming an expert in a wide array of collaboration and design tools, including potentially emerging AI technologies.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, regulated industries. The growth opportunities focus on deepening domain expertise, operational process improvement, and leadership within a structured environment.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used data or user research to significantly improve content for a digital product. What was your process, and what was the outcome?" (Focus on data-driven operations and impact measurement).

• "How do you balance competing stakeholder requirements (e.g., marketing, legal, product) when creating content? Provide an example of how you managed conflicting priorities." (Focus on stakeholder management and negotiation skills).

• "Walk me through your process for creating content for a complex user workflow, from initial brief to final delivery. How do you ensure clarity and efficiency?" (Focus on process methodology and operational execution). Company & Culture Questions:

• "What do you know about CIBC's approach to customer experience and digital innovation? How would your content design skills contribute to this?" (Research CIBC's recent initiatives and brand messaging).

• "How do you contribute to a collaborative and inclusive team environment, especially within an agile squad?" (Highlight your teamwork and communication style).

• "How do you measure the success of your content? What metrics are most important to you, and why?" (Connect your work to measurable operational outcomes). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, the challenges, your strategic approach, the content solutions you developed, the tools used, the collaboration involved, and the quantifiable results or impact.

• Emphasize Process & Operations: Detail your content lifecycle management, how you adhered to style guides and accessibility standards, and your contributions to content systems or audits.

• Showcase Problem-Solving: Explain why you made certain content decisions, using logic and evidence to support your choices.

• Be Concise and Engaging: Practice your presentation to ensure it flows well and stays within the allotted time, keeping the audience engaged.

📝 Enhancement Note: Interviewers will be looking for a candidate who not only writes well but also understands the operational aspects of content creation, can collaborate effectively, and can demonstrate tangible impact within a large organizational context.

📌 Application Steps

To apply for this Senior Content Designer position:

• Submit your application through the CIBC careers portal.

• Customize Your Resume: Tailor your resume to highlight experience in UX writing, content strategy, content operations, agile methodologies, and working within financial services or similar regulated industries. Use keywords from the job description.

• Curate Your Portfolio: Select 3-5 strong projects that showcase your ability to design effective, accessible, and brand-aligned content for digital products. Ensure each project clearly articulates the problem, your process, your solutions, and the impact.

• Prepare Your Story: Be ready to articulate your experience and decision-making process confidently. Practice presenting your portfolio projects and answering common interview questions related to content strategy, UX, and collaboration.

• Research CIBC: Understand CIBC's brand, values, recent digital initiatives, and their commitment to client experience. This will help you tailor your responses and demonstrate cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.