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Title:  Manager, Client Listening - Anywhere in Canada! (12-month contract)





Requisition ID: 156189


Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.


The Manager, Client Listening role is an integral member of the Client Listening team, under the broader direction of the MD Data & Decision Insights team.


Working as a senior member of the broader Data & Decision Insights team, the Manager, Client Listening advises executives and senior leadership across the organization to guide business strategy by providing clear recommendations and actions based on underlying client market research and analytics. This role is also accountable for setting goals, targets and underlying enterprise actions for MD’s Net Promoter Score (NPS) program, one of the core MD key performance indicators (KPIs) with links to the NPS program in place at Scotia Wealth Management. 


The Manager, Client Listening applies expert market research knowledge and experience to synthesize several “listening” inputs and apply a variety of analytical and research techniques to uncover these needs.  This is supported through a resource pool of Research and Data Mining analysts, an ongoing and evolving Listening Program, and an external network of third-party suppliers specializing in various Insight techniques.  This role also actively ensures all activities conducted are in compliance with governing regulations, internal policies and procedures




•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
•    Works directly with executives and the senior management team to understand their business problems and drive enterprise action through the leveraging of market research and client listening techniques (quantitative research, qualitative research, and advanced analytics. 
•    Owns and maintains the enterprise Net Promoter Score program including targets & goals, underlying actions & recommendations necessary to achieve those goals which feeds MD’s strategic plans on an ongoing basis
•    Advises the Senior Manager, Client Listening in the management of a market research budget of approximately $750K per year, working with partners and vendors to support research priorities as appropriate.
•    Creates Requests for Proposals (RFPs) for new enterprise market research initiatives and assesses/selects vendors who can best deliver on those initiatives
•    Manage and monitor external vendor relationships to ensure high quality deliverables and a robust understanding of MD and Scotiabank’s objectives and priorities.
•    Accountable for ensuring the highest levels of data quality and integrity, through representative sampling, optimizing research response rates, and administering research analyses through a strong and robust underlying process (either directly or through vendors)
•    Presents insights, implications and recommended actions to executives and other senior leaders
•    Builds/maintains a knowledge management system to enable efficient access to insights
•    Mentors support staff – business knowledge, insight best practices, etc.
•    Understand how MD’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
•    Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. 
•    Champions a high-performance environment and contributes to an inclusive work environment


•    Owns and maintains enterprise Net Promoter Score (NPS) program, a core KPI for the MD business
•    Supports all MD lines of business within Canadian Wealth (primarily sales & marketing, also product management, enabling services)
•    Advises the Senior Manager, Client Listening in the management of an annual market research budget of approximately $750K per year in research project spend



Education / Experience / Other Information
Education & Experience
•    University degree (or equivalent) in mathematics, business, social sciences or related discipline
•    5-7 years marketing experience in a research or analytical capacity
•    Expert knowledge of qualitative and quantitative research techniques, analysis & application, (e.g. Discrete Choice Analysis, Conjoint, Ethnography, ZMET, etc.)
•    Expert knowledge of advanced analytical techniques (e.g. Structural Equation Modeling, Regression, Cluster Analysis), specifically how they can be applied to drive actions resulting from market research
•    Expert in translating and communicating complex technical data and research into clear, concise and actionable strategies
•    Expert ability to manipulate client data and create compelling visuals or analyses using tools such as SPSS/Q, Python/R, Alteryx and Tableau.
•    Proven ability to discern and identify trends from data – separating the signal from the noise
•    Demonstrated ability to prioritize/communicate conflicting demands in a fast-paced environment
•    English/French bilingualism would be an asset


Competency Requirements
•    Outstanding advanced analytical skills and critical thinking abilities.
•    You’re inherently curious, have a passion for what you do and continually seek new ways to improve
•    Business Acumen: you work to understand the business drivers and can quickly grasp the nature of underlying business problems and how you might use data to help solve them
•    You are an outstanding communicator: you actively listen, use a minimum of jargon, and are easily understood even when speaking with non-technical people.
•    You pride yourself on getting things done and can navigate barriers and complexity in delivering
•    Self-starter: ability to work independently, balance multiple priorities and deliver on commitments
•    Strong inter-personal skills, ability to work in a team as well as to lead a team effort, self-motivated with a good understanding of development processes
•    Highly developed analytical skills, creative ability, and practical judgment
•    Ability to manage a number of competing priorities and resources at once, as well as the flexibility to work on changing priorities
•    Demonstrates a well-developed research, analysis and writing skills
•    Strong organization, planning and presentation skills
•    Strong process management and troubleshooting skills
•    Proven track record of on-time delivery of projects
•    Collaboration & Partnership: working with other teams to drive to shared objectives


Working Conditions
•    Work in a standard office-based environment; non-standard hours are a common occurrence.  Limited travel domestically. 

Location(s):  Canada : Ontario : Toronto || Canada : Alberta : Calgary || Canada : British Columbia : Vancouver

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.

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