Title:  Director, Client Experience Management

Requisition ID: 212964

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

Within the Client Experience Management Office (XMO), 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 & Intelligence, you will be responsible for turning data into actionable strategies that drive client engagement and business growth across our Canadian Bank. In this influential role, you’ll 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 analytics, is naturally curious and a strong storyteller capable of delivering insights across the organization.

Is this role right for you? In this role, you will: 

• Lead the development of data-driven strategies to enhance client experience. Evolve Client Experience measurement by developing and leveraging rich client data and analytical capabilities to create predictive insights.
• Aggregate data from across Canadian Banking working with Canadian Analytics and Global Brand and Customer Insights to develop a portfolio of client experience insights and analytics that provide a 360-degree view of client experience to compel strategic action.
• 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 monthly CX Intelligence reports to Canadian Banking leadership, including bespoke CX analysis on client behaviors and pain points.
• 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.
• Collaborate with cross-functional teams to align analytics strategies with business objectives and facilitate data-driven insights.
• 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.

What's in it for you?

• Bachelor’s degree in Data Management, CRM Marketing, Statistics, Analytics, Market Research or a related field
• 7-10 years of experience within data, analytics, data science and BI, with experience in a leadership capacity
• 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.
• 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, problem solver
• Agile, persuasive, and resilient

What's in it for you? 
 

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans. 
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.   
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.   
• Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one. 
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more! 

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.