Director, Customer Experience

7 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 201265

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

**What your role will be**

Director, Client Experience & Partnerships - Small Business, Canadian Banking

The Director, Client Experience & Partnerships is responsible for overseeing the Small Business client experience, including strategic planning and execution of initiatives that enhance the client journey across channels, fostering long-term profitable partnerships, and driving sustainable business growth and customer primacy through exceptional client experience.

Ensures business strategies, plans and initiatives are executed and delivered in compliance with governing regulations, internal policies and procedures.

**What you will be doing**
- Leads and drives the development and execution of segment specific strategies and programs targeting both the acquisition and retention of clients across the key Small Business segments including Start Ups, Healthcare and Professionals, Skilled Trades, and Professional Students.
- Leads the development and execution of key initiatives to drive Primary Client acquisition and/or retention by partnering with internal stakeholders to build out these initiatives and engaging external partners & various Professional Associations to promote Scotiabank Small Business to their members/clients.
- Develops and validates a new Customer Segmentation model for micro, core and upmarket as well as specialty segments.
- Manage Omni-Channel Enablement & Customer experience Journeys across all segments.
- Manages, explores, and develops new partnerships with key external organizations that contribute to the long-term profitable growth of the segment within the Bank.
- Owns and leads all client survey programs facilitated either by external or internal partners such as JD Power Survey or Net Promoter Score (NPS) Survey and will be responsible for leading strategies, solutions and business development initiatives derived from results.
- Leads and drives a client focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Creates an environment in which their team pursues effective and efficient operations of their 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.
- Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and managing succession and development planning for the team.

**What you need to succeed**
- Undergraduate university Degree or MBA preferred
- 7-10 years of business and consumer/retail experience in the banking sector, with 3+ years in a leadership role
- Extensive background in Retail/Small Business strategy, Customer experience and/or Small Business partnerships.
- Excellent understanding of the Small Business, and Small Business Professional segment, and the ability to understand what drives and delivers value to these clients.
- Superior interpersonal skills, as regular duties will include frequent interaction with management of other bank departments and high-level executive contact within industry related alliances.
- Strong communication skills to promote and market relationship banking to current and targeted alliances and value-added partners.
- Excellent self-motivation skills including initiative and a strong sense of professionalism are essential in implementing sales and service initiatives with our partners, and in the development and execution of the banks marketing program, while at the same time complying with bank policies.
- Excellent ability to manage and lead the development, implementation and administration of multiple tasks, execute sound judgment in the establishment of personal priorities, manage competing demands, and complete assigned tasks within established timeframes.
- Solid ability to work both inside and outside of the team environment and a strong commitment towards self-discipline when working outside of the office mainframe.
- Excellent communications skills with a strong capability to meet challenges quickly and decisively based on formal and informal data, input from internal information, and from partners, associations, and alliances.
- Working Conditions:_

Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically may be required.

**What we’re offering**
- The opportunity to join a forward-th

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