Strategic Director of Client Experience

3 weeks ago


Old Toronto, Canada Scotiabank Full time
Job Description

The Client Experience Management Office (XMO) plays a pivotal role in driving growth and retention by delivering exceptional client experiences that foster confidence at every stage of the client journey.

About This Role

We are seeking an experienced Strategic Director of Client Experience to oversee the design and optimization of customer journeys, leveraging data and feedback to continually improve the client experience.

Main Responsibilities
  1. Oversight of business case processes for all initiatives and programs impacting Client Experience across the Canadian Bank to prioritize, ensure alignment, and reduce overlap.
  2. Development of a prioritization framework for CX initiatives, balancing short-term and long-term goals, and coordination with key stakeholders to ensure clarity and alignment.
  3. Leadership and influence on senior leadership to identify and align on highest value CX opportunities to realize strategic objectives of the Channel and organization.
What We're Looking For

To be successful in this role, you will require:

  • A Bachelor's degree in Business, Marketing, Analytics, or a related field.
  • At least 10 years of relevant experience in Client Experience and/or Strategy implementation & execution.
  • A strong background in client research and analytics techniques, client strategy, process improvement, human-centered design, and performance management.
  • A track record of analytical, data-driven, and client-centric decision-making skills.
Compensation Package

We offer a competitive compensation package including a salary range of $120,000 - $180,000 per year, flexible vacation time, personal days, sick leave, and comprehensive benefits starting from day one. In addition, we provide upskilling opportunities through online courses, cross-functional development, and tuition assistance.


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