Senior Manager, Client Experience Strategy

Requisition ID: 213039

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

In this role you will:

• Support the development and lead components of the CX Strategy implementation to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Partner with Global Brand and Customer Insights to evolve and enhance the cPulse program.
• Manage and oversee the end-to-end delivery of CX programs, including client journey mapping and design research
• Establish and monitor CX metrics and KPIs, and report on the performance and impact of CX initiatives.
• Partner with internal and external stakeholders to design and recommend CX solutions that enhance client value and satisfaction.
• Maintains expert understanding of latest CX and Voice of Client industry trends and innovations.
• Acts as an internal CX coach and thought leader, sharing best practices and new techniques across the Canadian Bank.
• Prepare high-standard presentations on a monthly/quarterly basis, related to client experience insights.
• Support the evolution and development of techniques, tools, processes and frameworks, promote continuous improvement, encouraging innovation, best practice sharing, and lessons learned to drive organizational excellence and create value.
• Champion a culture of client obsession embedding and facilitating client experience excellence and alignment within the Canadian Bank.
• Inspire and lead the cross-functional teams through human centered design (HCD) processes, create and facilitate workshops (remote or in-person) that inspire creativity and alignment
• Uncover deep client insights and translate them into a clear set of needs and opportunities for innovatio

Do you have the skills that will enable you to succeed in this role?

• Bachelor's degree in Business, Marketing, Analytics, or a related field (preference for a degree in Sociology, Psychology, Strategic Design, HCD, innovation or a related field)
• 5+ years of relevant experience in Client Experience, Design Strategy and/or Strategy implementation & execution
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
• Proven track record of leading and managing successful CX programs and projects.
• Experience working with CX platforms such as Medallia or Qualtrics.
• Strong knowledge and skills in CX methodologies, tools, and best practices.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication, presentation, and interpersonal skills.
• Expertise in client experience programs, engagement, retention, and acquisition.
• Attention to detail, self-motivated, and ability to work both collaboratively and independently
• Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines and drive prioritization and alignment
• Passionate about client insights, client satisfaction and loyalty.
• Solid project and process management and change management skills.
• Strong strategic influencing, workshop design and facilitation skills, coordination, prioritization, and execution skills.
• Experience in monitoring trends and innovation opportunities

• Comfortable leading an end-to-end design thinking process: scoping, fieldwork, synthesis, ideation, developing journey maps, p

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.