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Senior Manager

1 month ago

Old Toronto, Ontario, Canada Scotiabank Full time
Senior Manager, Client Experience

Requisition ID: 206520

Scotiabank is seeking a Senior Manager, Client Experience to lead the implementation and rollout of the Net Promoter Score (NPS) across all jurisdictions. This role will be responsible for managing and overseeing the end-to-end delivery of Customer Experience (CX) programs, including customer journey mapping, inner loop and outer loop.

Key Responsibilities:

  • Establish and monitor CX metrics and KPIs, and report on the performance and impact of CX initiatives.
  • Analyze and synthesize customer data from multiple sources and generate actionable insights and recommendations to drive customer-centric decisions and actions.
  • Partner with internal and external stakeholders to design and implement CX solutions that enhance client value and satisfaction.
  • 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.
  • Drive improvements in client acquisition, referrals, deepening, primacy, and retention using feedback from NPS surveys.
  • Facilitate the sharing of client experience best practices between domestic and international markets.
  • 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.
  • 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.
  • Requirements:
    • Bachelor's degree in business or marketing. Master's degree or MBA preferred with 5+ years of relevant experience in financial services.
    • Knowledge & understanding of Wealth Management business.
    • Proven track record of leading and managing successful CX programs and projects.
    • Expertise in client experience programs, engagement, retention, and acquisition.
    • Fluency in Spanish is an asset; on-the-ground experience working in Latin America is an asset.
    • Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines.
    • Solid project and process management and change management skills.

About Scotiabank:

Scotiabank is a leading financial services provider in the Americas, with a strong presence in Canada, Latin America, and the Caribbean. We are committed to delivering exceptional customer experiences and building long-term relationships with our clients.