Senior Manager, Client Experience Strategy
Senior Manager, Client Experience Strategy
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Job Description
Requisition ID: 233665
We are committed to investing in our employees and helping you continue your career at Scotiabank.
We are on a mission to transform our client experience function into a key value driver for Scotiabank. The Client Experience Office is pivotal in driving growth and retention by delivering exceptional client experiences that build confidence at every stage of the client journey. Both client and employee satisfaction are at the heart of what we do. Our goal is to demonstrate true client obsession. As a Senior Manager Client Experience Strategist you will play an active role in the team focusing on creating and driving global best practice. You will work closely with the Director Experience Design Strategy & Insights to contribute to the long-term Canadian Banking client strategy proactively collaborating with Channel and Product leaders Marketing and other key stakeholders to deliver great experiences that fuel market growth.
Is this role right for you In this role you will:
Support the development and lead components of the CX Strategy implementation to deepen client relationships and leverage broader Bank relationships systems and knowledge
Manage help lead the end-to-end delivery of CX initiatives including journey mapping service blueprinting and design strategy
Partner with internal and external stakeholders to design and recommend CX solutions that enhance client value and satisfaction
Help manage the operationalization of CX practice across the bank
Maintain expert understanding of latest CX and Voice of Client industry trends and innovations
Act as an internal CX coach and thought leader sharing best practices and new techniques across the Canadian Bank
Prepare high-standard presentations on a monthly/quarterly basis related to client experience insights and strategy
Monitor best practices and scan for CX trends to identify innovation opportunities
Support the evolution and development of techniques tools processes and frameworks promote continuous improvement encouraging innovation best practice sharing and lessons learned to drive organizational excellence and create value
Champion a culture of client obsession embedding and facilitating client experience excellence and alignment within the Canadian Bank
Inspire and lead the cross-functional teams through human centered design (HCD) processes create and facilitate workshops (remote or in-person) that inspire creativity and alignment
Uncover deep client insights and translate them into a clear set of needs and opportunities for innovation
Do you have the skills that will enable you to succeed in this role Wed love to work with you if you have:
Bachelors degree in Business Marketing Analytics or a related field (preference for a degree in Sociology Psychology Strategic Design HCD innovation or a related field)
5 years of relevant experience in Client Experience Design Strategy innovation and/or Strategy implementation & execution
Demonstrated ability to create shared vision inspire collaboration and drive change with momentum
Proven track record of leading and managing successful CX projects
Strong knowledge and skills in CX methodologies tools and best practices
Excellent analytical problem-solving and decision-making skills
Consultancy and problem solving mindset
Exceptional communication presentation and interpersonal skills
Expertise in client experience programs engagement retention and acquisition
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 and drive prioritization and alignment
Passionate about client insights client satisfaction and loyalty
Solid project and process management and change management skills
Strong strategic influencing workshop design and facilitation skills coordination prioritization and execution skills
Experience in monitoring trends and innovation opportunities
Comfortable leading an end-to-end design thinking process: scoping fieldwork synthesis ideation developing journey maps service blueprinting personas socializing findings and driving outcomes through actionable insights and recommendations
Whats in it for you
- The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
- A competitive compensation and benefits package.
- An organization committed to making a difference in our communities for you and our clients.
- You can expect to be recognized and rewarded for high-performance. Youll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
- Youll receive clear transparent criteria to progress in your career.
Working Conditions
- This role is located in our downtown Toronto ON office location. Non-standard hours may be required to meet business objectives.
Location(s): Canada : Ontario : Toronto
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.
At Scotiabank we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including but not limited to an accessible interview site alternate format documents ASL Interpreter or Assistive Technology) during the recruitment and selection process please let our Recruitment team know. If you require technical assistance please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however only those candidates who are selected for an interview will be contacted.
Note: All postings in will remain live for a minimum of 5 days.
Required Experience:
Senior Manager
Employment Type
Full Time
