Client Experience Strategist

1 week ago

Old Toronto, Ontario, Canada Scotiabank Full time
Job Summary

We are seeking a seasoned professional to lead our Client Lifecycle Management efforts, driving strategic initiatives that enhance client satisfaction and retention across all markets.

Key Responsibilities
  • Develop and implement client lifecycle management programs, ensuring seamless and compliant client experiences.
  • Partner with internal stakeholders to design and implement client-centric solutions that drive value and satisfaction.
  • Lead the development of standards and guidelines for client reach strategies, including marketing initiatives and client events.
  • Act as a thought leader and coach for client lifecycle management programs, driving innovation and best practices.
  • Collaborate with cross-functional teams to ensure integrated execution of client journey stages.
  • Monitor performance against established KPIs, identifying areas for improvement and implementing necessary changes.
  • Drive improvements in client acquisition, referrals, deepening, primacy, and retention using data-driven approaches and feedback.
  • Lead the implementation and rollout of the Net Promoter Score (NPS) across all jurisdictions, ensuring consistent data collection and feedback processes.
  • Maintain expertise in client lifecycle management and CX industry trends and innovations.
  • Facilitate the sharing of client management best practices between domestic and international markets.
  • Prepare high-standard presentations on client lifecycle management insights.
  • Build a high-performance team environment, implementing a people strategy that attracts, retains, develops, and motivates talent.
  • Ensure effective and efficient operations, adhering to day-to-day business controls and meeting obligations related to operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk.
Requirements
  • Master's degree or MBA preferred with 8+ years of relevant experience in financial services.
  • Strong understanding of Wealth Management business, including Brokerage, Private Banking, Offshore, and Trust offerings.
  • Experience in leading client discovery and developing future state client journey proposals.
  • Expertise in client experience, engagement, retention, and acquisition.
  • Fluency in Spanish is an asset; on-the-ground experience working in Latin America is an asset.
  • Exceptional verbal and written communication skills in English and Spanish, with ability to build solid relationships at all levels and across geographies.
  • Strong problem-solving abilities to identify client pain-points and propose solutions.
  • Solid project and process management and change management skills.
  • Strong strategic influencing, coordination, prioritization, and execution skills.
  • Advanced presentation skills and adaptability to change.
  • Sales management experience, including goal setting, performance monitoring, and coaching.
  • Experience in applying design thinking frameworks in support of transformational change programs and initiatives is an asset.

  • Client Experience Strategist

    1 week ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job SummaryWe are seeking a seasoned professional to lead our Client Lifecycle Management efforts, driving strategic initiatives that enhance client satisfaction and retention across our global markets.Key ResponsibilitiesDevelop and implement comprehensive client lifecycle management programs, ensuring seamless and compliant client experiences.Partner with...

  • Client Experience Strategist

    1 week ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Job SummaryWe are seeking a seasoned professional to lead our Client Lifecycle Management efforts, driving strategic initiatives that enhance client satisfaction and retention across our global markets.Key ResponsibilitiesDevelop and implement comprehensive client lifecycle management programs, ensuring seamless and compliant client experiences.Partner with...

  • Client Success Strategist

    4 weeks ago

    Toronto, Ontario, Canada Deliverect Group Full time

    Deliverect Group As a rapidly expanding global SaaS leader, Deliverect Group is at the cutting edge of transforming technological solutions for the vibrant hospitality and Q-commerce industries. Our mission is straightforward: to equip ambitious professionals with the expertise and insights to positively influence business outcomes. Purpose of the...

  • Client Success Strategist

    4 weeks ago

    Toronto, Ontario, Canada Axonify Full time

    Role OverviewAt Axonify, we are dedicated to enhancing workforce potential through our science-backed frontline enablement solution. The Client Success Strategist serves as the primary liaison and trusted advisor for our valued customers.Key ResponsibilitiesWith a commitment to delivering value, the Client Success Strategist is tasked with ensuring customer...

  • Client Success Strategist

    4 weeks ago

    Toronto, Ontario, Canada Ataccama Full time

    At Ataccama, we are dedicated to enabling organizations to harness the transformative power of data and artificial intelligence. Our innovative product empowers both technical and non-technical 'data professionals' within organizations to create high-quality, governed, secure, and reusable data products. This commitment to excellence has positioned us as a...

  • Lead Client Success Strategist

    4 weeks ago

    Toronto, Ontario, Canada ChannelEngine Full time

    About the Role: We are seeking a seasoned Client Success Strategist to become a vital part of our Client Success division. This division is dedicated to fostering and nurturing robust partnerships with our clients, ensuring their achievements in the rapidly evolving e-commerce sector.Your Responsibilities:Engage with clients to understand their needs and...

  • Client Success Strategist

    4 weeks ago

    Toronto, Ontario, Canada Netomi Full time

    About Netomi AI: We are dedicated to revolutionizing customer engagement through cutting-edge artificial intelligence, fostering loyalty for some of the world's most recognized brands. Your Role: As a Client Success Strategist, you will engage with prominent clients at the executive level, enhancing your professional network and influence. Investment...

  • SEO Strategist

    21 hours ago

    Toronto, Ontario, Canada Jumpfactor Full time

    {"title": "SEO Strategist Position at Jumpfactor", "description": "Join Our Team as an SEO StrategistAt Jumpfactor, we're looking for a skilled SEO Strategist to join our team. As an SEO Strategist, you'll be responsible for developing and implementing search engine optimization strategies to drive traffic and revenue for our clients.About the RoleDevelop...

  • SEO Strategist

    24 hours ago

    Toronto, Ontario, Canada Jumpfactor Full time

    {"title": "SEO Strategist Position at Jumpfactor", "description": "Join Our Team as an SEO StrategistAt Jumpfactor, we're looking for a skilled SEO Strategist to join our team. As an SEO Strategist, you'll be responsible for developing and implementing search engine optimization strategies to drive traffic and revenue for our clients.About the RoleDevelop...

  • Customer Experience Strategist

    3 weeks ago

    Toronto, Ontario, Canada BMO Full time

    BMO Financial Group seeks a Customer Experience Strategist to lead the development and execution of strategies aimed at optimizing customer interactions across diverse channels. This role will collaborate closely with product and channel leaders to drive revenue growth and enhance the effectiveness of targeted communications. Develop and Implement Customer...

  • Client Success Strategist

    4 weeks ago

    Toronto, Ontario, Canada Deliverect Group Full time

    About Deliverect Group: As a rapidly growing global SaaS leader, Deliverect Group is at the cutting edge of transforming technological solutions for the vibrant hospitality and Q-commerce industries. Role Overview: The position of Client Success Strategist is designed to be a strategic and supportive ally for our restaurant, dark kitchen, and grocery...

  • Senior Client Partnerships Strategist

    4 weeks ago

    Toronto, Ontario, Canada VDX Full time

    Position Overview VDX is seeking a Senior Client Partnerships Strategist who possesses a comprehensive understanding of the distinct marketing hurdles encountered by various sectors in Canada. The ideal candidate will have a robust background in marketing and sales strategy, along with experience collaborating directly with marketing executives. ...

  • Client Success Strategist

    4 weeks ago

    Toronto, Ontario, Canada Skilljar Full time $79,600 - $97,500

    Location Requirement Must be situated in Toronto, Ontario, Canada. **Position Overview:** We are seeking a **Client Success Strategist** at Skilljar, who will be an integral part of our vibrant support team in Toronto, Canada, through an Employer of Record. This role is ideal for a driven individual with exceptional time management abilities, tasked with...

  • Digital Experience Strategist

    5 days ago

    Toronto, Ontario, Canada Bank of Montreal Full time

    About the RoleWe are seeking a highly skilled Digital Experience Strategist to join our team at the Bank of Montreal. As a key member of our Customer Solutions group, you will be responsible for designing and creating digital experiences that meet the needs of our customers.Key ResponsibilitiesDevelop User-Centered Design Solutions: Utilize your expertise in...

  • Digital Experience Strategist

    6 days ago

    Toronto, Ontario, Canada Bank of Montreal Full time

    About the RoleWe are seeking a highly skilled Digital Experience Strategist to join our team at the Bank of Montreal. As a key member of our Customer Solutions group, you will be responsible for designing and creating digital experiences that meet the needs of our customers.Key ResponsibilitiesDevelop User-Centered Design Solutions: Utilize your expertise in...

  • Lead Content Strategist

    4 weeks ago

    Old Toronto, Ontario, Canada Dentsu International Full time

    Dentsu International is a dynamic collective of innovators, strategists, and content specialists dedicated to collaborating with brands to deliver exceptional digital marketing solutions, enabling our clients to articulate their brand narratives effectively.As part of a vibrant, fast-paced, and enjoyable work culture, you will enjoy the flexibility of a...

  • Media Strategist

    20 hours ago

    Toronto, Ontario, Canada Spark Foundry Full time

    {"Job Title": "Media Strategist", "Job Description": "Job OverviewAt Spark Foundry, we are seeking a skilled Media Strategist to join our team. As a Media Strategist, you will be responsible for developing and implementing media plans that drive business results for our clients.Key ResponsibilitiesDevelop and execute media plans that align with client...

  • Media Strategist

    18 hours ago

    Toronto, Ontario, Canada Spark Foundry Full time

    {"Job Title": "Media Strategist", "Job Description": "Job OverviewAt Spark Foundry, we are seeking a skilled Media Strategist to join our team. As a Media Strategist, you will be responsible for developing and implementing media plans that drive business results for our clients.Key ResponsibilitiesDevelop and execute media plans that align with client...

  • Senior Economic Strategist

    1 week ago

    Old Toronto, Ontario, Canada LVI Associates Full time

    This leading consulting firm, LVI Associates, operates with a team of over 800 professionals spread across their international offices, and are looking for a Senior Economic Strategist to join them in a dynamic role.Expertise:Specializing in navigating intricate financial, economic, accounting, and marketing challenges within complex business and regulatory...

  • Senior Economic Strategist

    1 week ago

    Old Toronto, Ontario, Canada LVI Associates Full time

    This leading consulting firm, LVI Associates, operates with a team of over 800 professionals spread across their international offices, and are looking for a Senior Economic Strategist to join them in a dynamic role.Expertise:Specializing in navigating intricate financial, economic, accounting, and marketing challenges within complex business and regulatory...