Director, Client Insights Client Experience Management Office (Toronto, ON)
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Monthly Salary:
Posted on:
28-10-2025
Vacancies:
1 Vacancy
Job Summary
Requisition ID: 239762
Join a purpose driven winning team committed to results in an inclusive and high-performing culture.
Director Client Insights - Client Experience Management Office Canadian Banking (Toronto ON)
Within the Client Experience Office we are on a mission to transform our function into a key value driver for Scotiabank. The team 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 Director Client Insights you are a data-driven strategist responsible for turning data and insights into actionable strategies that drive client engagement and business growth across our Canadian this influential role youll partner closely with key stakeholders to shape the future of our client experience. The ideal candidate will have a deep understanding of client behavior extensive experience leading data and insights is curious and a strong storyteller capable of delivering value through every channel our clients choose. The Director is a natural connector able to translate insights into compelling narratives that influence decision-making and lead change.
Is this role right for you In this role you will:
- Evolve Client Experience measurement and lead the development of data-driven strategies and insight generation to identify unarticulated customer needs that drive CX strategy and help shape the multi-year Canadian Banking roadmap.
- Understand and improve the end-end experience that clients have by gathering and analying data on customer interactions perceptions and feedback across various touchpoints
- Aggregate data and insights from across Canadian Banking working with Canadian Analytics and Global Brand and Customer Insights to develop a portfolio of client experience insights that provide a 360-degree view of client experience to compel strategic action and decision making.
- Interpret various client feedback (e.g. customer research product reviews NPS) operational and behavioral data (e.g. transactional) to contribute to customer journey maps in order to support key decisions and drive client-centric value.
- Keep on top of changes in consumer lifestyles and sentiment as it relates to the financial services industry and share these insights with relevant teams on an ongoing basis.
- Collaborate with team members to improve NPS using insights to guide prioritization and investment across the Canadian Bank.
- Improve connectivity with clients anticipating behaviours identifying CX issues and opportunities in real time.
- Define KPIs and monitor client experience performance supporting data-driven decision-making.
- Provide compelling monthly CX reports to Canadian Banking leadership including bespoke CX analysis on client behaviors and pain points that communicate impact and recommendations.
- Develop client experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of client lifetime value.
- Monitor and leverage market and competitor analysis to inform strategic decisions and maintain a competitive edge.
- Maintain a prioritized backlog of client irritants and develop and deploy systematic actioning on client experience insights by cross-functional representatives ensuring ongoing skill development and capability-building.
- 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.
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 behavioral psychology Statistics Analytics Market Research or a related field
- 7-10 years of experience within CX qualitative and quantitative research analytics data science and / or design thinking and insights generation to improve experiences.
- Experience leading teams that have developed delivered and owned integrated insight models that rely on various forms of client data
- Passion for client-first thinking and client centric design
- Strong storyteller with a demonstrated ability to create shared vision inspire collaboration and drive change through data.
- Highly analytic with expertise in developing predictive models to drive business results.
- Deep understanding of digital analytics and the application of data science to solve business challenges.
- Excellent communication skills with the ability to translate complex data concepts into actionable business strategies.
- Track record of analytical data-driven and client-centric decision-making skills.
- Ability to translate business objectives and strategic investments into actionable plans that positively impact profit and performance.
- Results KPI and accountability-oriented.
- Critical thinker and problem solver who is agile persuasive and resilient.
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.
Required Experience:
Director
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Scotiabank is one of the leading foreign banks serving large national and multinational corporations in the U.S. through its Global Banking and Markets, Global Transaction Banking and Wealth Management business lines.
