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Senior Manager, Client Experience Specialist

2 months ago

Toronto, Ontario, Canada Scotiabank Full time
About the Role

We are seeking a highly skilled Senior Manager, Client Experience to join our team at Scotiabank. As a key member of our organization, you will be responsible for overseeing our Net Promoter Score (NPS) program, driving engagement, satisfaction, loyalty, retention, and primacy within our International Wealth Management (IWM) division.

Key Responsibilities
  • Lead CX Program Development: Develop and implement a comprehensive CX strategy that aligns with our business objectives and drives customer-centric decision-making.
  • Customer Feedback Analysis: Analyze customer feedback to derive actionable insights, ensuring timely access to CX and Voice of the Client (VOC) data for our leaders and teams.
  • CX Program Implementation: Lead the implementation and rollout of our NPS program across all jurisdictions, ensuring seamless execution and effective communication.
  • CX Metrics and KPIs: Establish and monitor CX metrics and KPIs, reporting on performance and impact to inform business decisions.
  • Customer Data Analysis: Analyze and synthesize customer data from multiple sources, generating actionable insights and recommendations to drive customer-centric decisions.
  • CX Solutions Design: Partner with internal and external stakeholders to design and implement CX solutions that enhance client value and satisfaction.
  • CX Coaching and Thought Leadership: Act as an internal CX coach and thought leader, teaching our organization on best practices and new techniques for capturing VOC.
  • Client Acquisition and Retention: Drive improvements in client acquisition, referrals, deepening, primacy, and retention using feedback from NPS surveys.
  • Reporting and Presentations: Prepare high-standard presentations on a monthly/quarterly basis, related to client experience insights.
  • CX Best Practices Sharing: Facilitate the sharing of client experience best practices between domestic and international markets.
  • Team Management: Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates our team.
Requirements
  • Education: Bachelor's degree in business or marketing; Master's degree or MBA preferred with 5+ years of relevant experience in financial services.
  • Knowledge and Experience: Proven track record of leading and managing successful CX programs and projects; experience working with CX platforms such as Medallia or Qualtrics.
  • CX Methodologies and Tools: Strong knowledge and skills in CX methodologies, tools, and best practices.
  • Communication and Interpersonal Skills: Excellent analytical, problem-solving, and decision-making skills; exceptional communication, presentation, and interpersonal skills.
  • Language Skills: Fluency in Spanish is an asset; on-the-ground experience working in Latin America is an asset.
  • Attention to Detail and Project Management: Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines.
  • Passion for Customer Satisfaction: Passionate about customer satisfaction and loyalty.
  • Strategic Influencing and Execution: Strong strategic influencing, coordination, prioritization, and execution skills.