Title:  Bilingual Director, Regional Client Experience, International Banking

Requisition ID: 240964

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

Scotiabank’s International Banking division is a diverse and dynamic network that provides financial advice and solutions to more than 12 million retail, corporate, and commercial clients. With a presence in over 15 countries—including Mexico, Chile, Peru, Colombia, Brazil, Uruguay, and key markets across Central America and the Caribbean—our footprint offers unparalleled connectivity within the North American corridor. These regions feature favorable demographics and present significant opportunities to expand banking penetration and deliver innovative solutions

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

Purpose

As a strategic leader within Scotiabank’s International Commercial Banking—one of the Bank’s must-win priorities—the Director, Client Experience is responsible for designing and executing a differentiated, client-centric experience prioritizing the Mid-Market segment, with a strategy anchored in Cash Management acceleration.

Reporting to the VP, Client Experience and Commercial Product, this role serves as the internal champion of the client, ensuring that their needs, expectations, and challenges are systematically understood and addressed through innovative, data-driven, and scalable solutions. The Director will lead the transformation of client journeys, embed experience principles into business planning and product development, and drive measurable improvements in satisfaction and efficiency.

What You’ll Do:

• Client Experience Strategy: Develop and implement standardized client experience strategies across key segments, prioritizing the Mid-Market, informed by client insights, data, and frontline feedback.
• Client Journey Design: Lead the creation of experience blueprints and journey maps for priority segments, identifying critical moments of truth and opportunities for personalization and simplification.
• Voice of Client (VoC): Drive the use of VoC mechanisms (e.g., NPS, surveys, interviews) to capture actionable insights and convert them into experience enhancements.
• Cross-Functional Collaboration: Partner with Product, Marketing, Digital, Analytics, Risk, and Operations to embed client experience into service design, delivery, and transformation initiatives.
• Experience Measurement: Define and monitor KPIs such as NPS, churn, onboarding friction, and time-to-money. Establish reporting routines to track progress and inform executive decision-making.
• Digital Enablement: Champion initiatives that digitize and streamline client interactions while maintaining compliance and operational integrity.
• Brand Alignment: Ensure consistency between Scotiabank’s brand promise and the actual client experience across all touchpoints and geographies.
• Client-Centric Culture: Collaborate with HR and frontline leaders to foster a culture of client-centricity through training, recognition, and empowerment programs.
• Governance & Risk: Ensure all experience initiatives comply with regulatory standards and internal policies (e.g., KYC, AML), safeguarding client trust and the Bank’s reputation.
• Industry Benchmarking: Conduct competitive analysis to identify trends, gaps, and opportunities in client experience across Commercial Banking.
• Leads client experience initiatives across 14 countries in Latin America and the Caribbean.
• Oversees adoption of client experience best practices across International Banking Commercial segments.
• Responsible for a portfolio of KPIs and reporting initiatives across multiple channels, products, and client segments.
• Contributes to large-scale, cross-functional transformation programs involving diverse teams and geographies.

What You'll Bring:

Bachelor’s degree in economics, engineering or related fields; MBA preferred.

8+ years of progressive experience in banking or financial services.

5+ years in client experience design, transformation, or strategy roles.

Proven ability to influence senior stakeholders and drive strategic alignment

Deep understanding of Commercial Banking client needs and dynamics.

Strong experience with journey mapping, VoC programs, and experience transformation.

Experience managing and mentoring high-performing teams.

Full professional proficiency in both English and Spanish.

Interested?

If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!

At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

What's in it for you?

Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.

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.