Director, Client Experience

Requisition ID: 230463 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. The Director, Client Experience**plays a critical role in Scotiabank’s GrowQC strategy. Their mandate is to build and lead the implementation of a comprehensive roadmap to ensure we deliver exceptional end-to-end experience to Quebec customers across all steps of their journey. Scope will focus on Commercial and Wealth Management clients but can also support overall efforts to enhance quality of service provided to all QC customers. The Director also leads a team that tracks and handles major regional client servicing issues and complaints, as well as oversees escalation and resolution process. In addition, this position supports efforts to drive client primacy through cross-sell opportunities and integrated client journeys. **Is this role right for you? In this role, you will**: - Define and oversee execution of a comprehensive strategy to ensure seamless customer experience across Commercial, Wealth, Retail and GBM, in partnership with appropriate Head Office Customer Experience teams. - Build a program to accelerate time to value and capitalize on positive experiences to transform turn clients into willing ambassadors. - Work with business lines to review new client onboarding processes and identify improvement opportunities. - Leverage existing and new customer feedback tools to gain insights on client service gaps and pain points to inform client experience strategies and designs. - Strategically influence multiple stakeholder involved in various customer journeys by fostering a culture of client advocacy and innovation, and a shared ambition to deliver best-in-class service experiences across all touchpoints and channels. - Lead multidisciplinary regional client coverage teams to ensure strong execution of targeted client onboardings. - Conduct monthly portfolio reviews to identify high-complexity or at-risk clients and/or situations, and build plans to ensure optimal experiences. - Ensure a reliable intake process for major servicing issues or client feedback. - Follow-up to ensure incident resolution and communication of solution to clients and Relationship Managers / leaders. - Document issues and resolutions to extract best practices and inform future process design to avoid repetition of issues by tackling root causes. - Partner with business lines and reporting & analytics teams to document successes and understand trends / roadblocks to increase client opportunities and recommend mitigation tactics. **Do you have the skills that will enable you to succeed in this role?** - 10+ years of relevant experience - Bachelor’s degree in business, or a related field - Excellent verbal and written communication skills are essential, in French and English - Expert knowledge of project management, process design, client research, and data & analytics notions, acquired through a combination of theoretical training and practical experience - Expert problem-solving and interpersonal skills, combined with the ability to negotiate and handle delicate situations & issues, always with a professional and solution-oriented approach - Experience in a complex matrix-operating organization and highly regulated industry as well as good knowledge of Banking / Wealth Management products and services is desirable - Strong proficiency in reporting and presentation tools, with advanced skills in Excel and PowerPoint - Demonstrates a structured mindset, enabling the development of scalable and effective solutions **What's in it for you?** - The opportunity to join a forward-thinking and collaborative team, surrounded by innovative thinkers - A rewarding career path with diverse opportunities for professional development - Internal training to support your growth and enhance your skills - An inclusive working environment that encourages creativity, curiosity, and celebrates success Please note that this role is based in our Downtown Montreal office. Location(s): Canada : Quebec : Montreal || Canada : Quebec : Brossard || Canada : Quebec : Laval Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.