Monica Zhang

Monica Zhang

Senior Service Designer, CIBC

Monica is a Senior Service Designer at CIBC where she specializes in blending her behavioural expertise with a design methodology to build and implement better experiences and outcomes for the bank’s employees and clients. Prior to this, she was a behavioural researcher and consultant designing behavioural change strategies and conducting experiments across a diverse set of industries including education, transportation, and energy. 

Having worked in both an external capacity and internally within a large organization, Monica has grown to appreciate the need to not only design with and for the end users but also to understand how to navigate the system and overcome entrenched organizational biases to ensure that change is ultimately implemented and maintained. As a strong advocate for inclusivity and diversity at work, Monica marries her professional experience with her MSc in Organizational and Social Psychology to work towards understanding existing organizational barriers and changing behaviour by designing inclusive systems from within.

Panelist for Concurrent B2 Make D&I Stick! Disrupt The Status Quo With Behavioural Design