Senior Manager, Client Experience Lead

4 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
Job Summary

We are seeking a Senior Manager, Client Experience to oversee our NPS program, driving engagement, satisfaction, loyalty, retention, and primacy within International Wealth Management.

Key Responsibilities
  • Lead the analysis of customer feedback to derive insights, ensuring timely access to actionable CX and VOC insights for IWM leaders and teams.
  • Foster a client-centric culture within the team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
  • Implement and rollout the NPS across all jurisdictions, managing and overseeing the end-to-end delivery of CX programs.
  • Establish and monitor CX metrics and KPIs, reporting on the performance and impact of CX initiatives.
  • Analyze and synthesize customer data from multiple sources, generating 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.
  • Maintain expert understanding of latest CX and VOC industry trends and innovations.
  • 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.
  • Prepare high-standard presentations on a monthly/quarterly basis, related to client experience insights.
  • 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.
Requirements
  • Bachelor's degree in business or marketing; Master's degree or MBA preferred with 5+ years of relevant experience in financial services.
  • Knowledge and understanding of Wealth Management business.
  • Proven track record of leading and managing successful CX programs and projects.
  • Experience working with CX platforms such as Medallia or Qualtrics.
  • Strong knowledge and skills in CX methodologies, tools, and best practices.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Exceptional communication, presentation, and interpersonal skills.
  • 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.
  • Attention to detail, self-motivated, and ability to work both collaboratively and independently.
  • Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines.
  • Passionate about customer satisfaction and loyalty.
  • Solid project and process management and change management skills.
  • Strong strategic influencing, coordination, prioritization, and execution skills.

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