Senior Manager, Client Experience

2 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 206520

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

What you will be doing:

The Senior Manager, Client Experience (CX) is responsible for overseeing NPS program that drives engagement, satisfaction, loyalty, retention, and primacy within International Wealth Management (IWM). Reporting to the Director of Client Lifecycle Management, this role leads the analysis of customer feedback to derive insights, ensuring IWM leaders and teams have timely access to actionable CX and Voice of the Client (VOC) insights.

Is this role right for you:

  • Foster a client-centric culture within the team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
  • Lead the implementation and rollout of the NPS across all jurisdictions.
  • Manage and oversee the end-to-end delivery of CX programs, including customer journey mapping, inner loop and outer loop
  • Establish and monitor CX metrics and KPIs, and report on the performance and impact of CX initiatives.
  • Analyze and synthesize customer data from multiple sources and generate actionable insights and recommendations to drive customer-centric decisions and actions.
  • Partner with internal and external stakeholders to design and implement CX solutions that enhance client value and satisfaction.
  • Maintains expert understanding of latest CX and VOC industry trends and innovations.
  • Acts as an internal CX coach and thought leader for CX VOC programs, teaching the organization on best practices and new techniques for capturing VOC.
  • Drive improvements in client acquisition, referrals, deepening, primacy, and retention using feedback from NPS surveys
  • Prepare high-standard presentations on a monthly/quarterly basis, related to client experience insights.
  • Facilitate the sharing of client experience best practices between domestic and international markets.
  • Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment, communicating vision/values/business strategy, and managing succession and development planning.
  • Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions, and conduct risk.

Do you have the skills to enable you to be successful in this role? We would love to work with you if you have:

  • Bachelor's degree in business or marketing. Master's degree or MBA preferred with 5+ years of relevant experience in financial services.
  • Knowledge & understanding of Wealth Management business.
  • 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.
  • Fluency in Spanish is an asset; on-the-ground experience working in Latin America is an asset.
  • 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
  • Passionate about customer satisfaction and loyalty.
  • Solid project and process management and change management skills.
  • Strong strategic influencing, coordination, prioritization, and execution skills.

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.

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