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Bilingual Senior Manager Client Experience Specialist
2 months ago
Scotiabank is a leading bank in the Americas, committed to helping our customers, their families, and their communities achieve success through a broad range of advice, products, and services.
Job SummaryWe are seeking a highly skilled and experienced Senior Manager to lead our Client Experience team in Global Transaction Banking. The successful candidate will be responsible for developing and executing client journeys and lifecycle strategies to drive business objectives, improving client satisfaction, and streamlining the client experience.
Key Responsibilities- Develop and execute client journeys and lifecycle strategies for each global cash management channel to drive business objectives.
- Identify areas of improvement to ensure high-quality service delivery and implement changes to enhance client satisfaction.
- Collaborate with key stakeholders to design and implement CX solutions and strategies to improve client satisfaction and streamline the client journey.
- Serve as the point of contact for all client journey-related inquiries and initiatives within the cash management channels team.
- Lead the client experience program and implementation of NPS for the cash management channels.
- Monitor client feedback and satisfaction metrics to proactively suggest and implement improvements to enhance client experience.
- Analyze customer strategy effectiveness and leverage analytics to manage and optimize campaigns.
- Share best practices and insights on client experience.
- Facilitate communication and collaboration between different teams to ensure a unified approach.
- Prepare and present reports on client lifecycle metrics and performance to stakeholders and senior management.
- 5+ years of experience in client lifecycle management, client experience, or a related field.
- Experience working with CX platforms such as Medallia or Qualtrics.
- Proven track record of managing CX programs, client journeys, and enhancing client satisfaction.
- Strong leadership and influencing skills.
- Excellent communication and presentation skills, with the ability to build strong relationships with stakeholders.
- Client-focused mindset with a commitment to delivering exceptional service.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Adaptable and able to thrive in a fast-paced, dynamic environment.
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Bilingual: English and Spanish is preferred (not mandatory).
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank. We offer a comprehensive benefits package, flexible work arrangements, and opportunities for professional growth and development.
How to ApplyCandidates 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.
