Director, Client Experience Management

1 week ago

Toronto, Canada Scotiabank Full time

Requisition ID: 212963

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

We are on a mission to transform our client experience function into a key value driver for Scotiabank. The Client Experience Management Office (XMO) is pivotal in driving growth and retention by delivering exceptional client experiences that build confidence at every stage of the client journey. Both client and employee satisfaction are at the heart of what we do. Our goal is to demonstrate true client obsession.

As a Director Client Experience Management, you will play an active role in the XMO team focusing on creating and driving global best practice. You will contribute to the long-term Canadian Banking client strategy, proactively collaborating with Channel and Product leaders, Marketing, and other key stakeholders to deliver great experiences that fuel market growth.

**Is this role right for you? In this role, you will**:

- Develop and implement a comprehensive CX Strategy for the Canadian Bank that aligns with the organization's goals, ensuring a seamless and positive client experience across all touchpoints.
- Oversee the design and optimization of customer journeys, utilizing data and feedback to continuously improve the customer experience.
- Build out the CX blueprint and provide expertise for business owners to align to the blueprint, supporting mapping, assessment and CX design for our priority journeys.
- Oversee and manage the business case process for all initiatives and programs impacting Client Experience across the Canadian Bank to prioritize, ensure alignment and reduce overlap.
- Facilitate the coordination and sequencing of Client Experience initiatives at the Value Realization Committee (VRC)
- Develop a prioritization framework for CX initiatives, balancing short-term and long-term goals, and coordinating with key stakeholders to ensure clarity and alignment.
- Lead and influence senior leadership to identify and align on highest value CX opportunities to realize the strategic objectives of the Channel and organization.
- The Director will drive higher customer satisfaction, retention, and business growth by creating and managing the CX strategy.
- 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.

**What's in it for you?**
- Bachelor’s degree in Business, Marketing, Analytics, or a related field
- 10+ years of relevant experience in Client Experience and/or Strategy implementation & execution
- Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
- Strong background in client research and analytics techniques, client strategy, process improvement, human-centered design, and performance management
- Track record of analytical, data-driven, and client-centric decision-making skills.
- Ability to translate business objectives and strategic investments into actionable plans that positively impact profit and performance.
- Ability to thrive in a fast-paced and ambiguous environment, collaborating across functions and adapting to a rapidly changing organization.
- Exceptional communication and relationship-building abilities across all levels of the organization, with the ability to collaborate effectively with cross-functional teams.
- Critical thinker, problem solver
- Results, KPI and accountability-oriented
- Agile, persuasive, and resilient

**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

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