Hira Ibrahim
About Hira Ibrahim
Hira Ibrahim is a Senior Manager, Service Design at CIBC in Toronto, Canada, with extensive experience in service design, client experience management, and product strategy.
Current Role at CIBC
Hira Ibrahim is currently employed as the Senior Manager of Service Design at CIBC, a role she has held since 2019. Based in the Toronto, Canada area, she leads initiatives focused on improving client experiences through service design methodologies. Her role involves coordinating with various teams to streamline services and ensure that the bank’s offerings align with its customer-centric goals.
Previous Roles in Financial Services
Before joining CIBC, Hira worked at Scotiabank as the Senior Manager of CX & Omnichannel Strategy for 10 months from 2018 to 2019. In this role, she was responsible for developing and implementing customer experience strategies across multiple channels, ensuring a seamless customer journey. This experience further solidified her expertise in client experience management.
Career at TELUS
Hira had a significant tenure at TELUS, where she held several key roles. From 2017 to 2018, she served as the Senior Strategy Manager for Service Design & Strategy. Prior to this, she was the Product Manager for Service Design & Strategy from 2014 to 2017 and Product Manager for Products & Services from 2013 to 2014. She initially joined TELUS as a Product Specialist in Products & Services from 2011 to 2013. During her time at TELUS, Hira specialized in service design and marketing strategies, enhancing her ability to align business objectives with customer needs.
Educational Background
Hira holds a BSc. Hons in Economics, Finance, and Mathematics from Lahore University of Management Sciences, completed in 2006. She furthered her education with various certifications: a Certificate in UX Design from York University achieved in 2022, a certification in Product Management from Pragmatic Marketing Certified in 2011, and passing the CFA Level II exam at the CFA Institute in 2010. Her diverse educational background underpins her expertise in financial analysis, product management, and user experience design.
Skills and Expertise
Hira excels in facilitating workshops focused on design thinking and journey mapping. She combines her skills in creative problem solving, financial analysis, human-centered experience design, and program management to lead cross-functional teams effectively. Her background in product marketing and business development enables her to align service design strategies with broader business goals, ensuring a cohesive approach to enhancing customer experiences.