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Senior Manager, Client Experience Specialist
2 months ago
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 the Net Promoter Score (NPS) program, driving engagement, satisfaction, loyalty, retention, and primacy within our International Wealth Management division.
Key Responsibilities- Lead the NPS Program: Oversee the implementation and rollout of the NPS across all jurisdictions, ensuring timely access to actionable insights for IWM leaders and teams.
- Client-Centric Culture: Foster a client-centric culture within the team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
- CX Program Management: Manage and oversee the end-to-end delivery of CX programs, including customer journey mapping, inner loop, and outer loop.
- CX Metrics and Reporting: Establish and monitor CX metrics and KPIs, and report on the performance and impact of CX initiatives.
- Customer Data Analysis: Analyze and synthesize customer data from multiple sources, generating actionable insights and recommendations to drive customer-centric decisions and actions.
- Stakeholder Partnerships: Partner with internal and external stakeholders to design and implement CX solutions that enhance client value and satisfaction.
- CX Industry Trends: Maintain expert understanding of the latest CX and Voice of the Customer (VOC) industry trends and innovations.
- CX Coaching and Thought Leadership: Act as an internal CX coach and thought leader for CX VOC programs, teaching the 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.
- Presentations and Reporting: Prepare high-standard presentations on a monthly/quarterly basis, related to client experience insights.
- Best Practices Sharing: Facilitate the sharing of client experience best practices between domestic and international markets.
- Team Leadership: Build a high-performance environment and implement a people strategy that attracts, retains, develops, and motivates the team by fostering an inclusive work environment, communicating vision/values/business strategy, and managing succession and development planning.
- Operational Efficiency: Actively pursue effective and efficient operations of his/her 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.
- Education: Bachelor's degree in business or marketing. Master's degree or MBA preferred with 5+ years of relevant experience in financial services.
- Industry Knowledge: Knowledge & understanding of Wealth Management business.
- CX Program Experience: Proven track record of leading and managing successful CX programs and projects.
- CX Platform Experience: Experience working with CX platforms such as Medallia or Qualtrics.
- CX Methodologies: Strong knowledge and skills in CX methodologies, tools, and best practices.
- Analytical and Communication 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: Attention to detail, self-motivated, and ability to work both collaboratively and independently.
- Project Management: Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines.
- Customer Focus: Passionate about customer satisfaction and loyalty.
- Strategic Influencing: Solid project and process management and change management skills. Strong strategic influencing, coordination, prioritization, and execution skills.
