Title:  Director, Customer Experience- International Banking

Requisition ID: 209073

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

Scotiabank is Canada's most international bank, with an international presence unmatched by other Canadian Banks. Our operations include providing a full range of financial products, solutions and advice to retail, small business and commercial customers in Latin America, the Caribbean, Central America, and the Asia Pacific. In addition, our partnerships with associated corporations in China, Curacao, Thailand, and Venezuela provide an entire suite of personal, commercial, wealth management and insurance services to over 24 million customers globally.

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

Purpose

Leads the design and execution of customer experience strategy across all segments, ensuring that every touchpoint aligns with the bank's service standards. Standardize and implement processes that enhance the overall customer journey and satisfaction. Safeguarding business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies, and procedures.

What you will do:

• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Define and implement customer experience (CX) standards and processes for each segment.

• Monitor Net Promoter Score (NPS) and customer satisfaction metrics to drive improvements.

• Oversee the design and execution of E2E (End-to-End) service models.

• Manage claims, complaints, and service-level agreements (SLAs) definitions.

• Collaborate with internal teams to standardize experiences and ensure service excellence.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

• Creates an environment in which their team pursues effective and efficient operations of their 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.

• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison/values/business strategy; and, managing succession and development planning for the team.

What you will bring:

• Bilingual English & Spanish

• University education. Ideally a degree in Business Administration or similar.

• Desirable postgraduate degree in statistics, mathematics, economics or related fields

• Specific experience in the banking sector of at least 10 years in management positions.

• Knowledge and proven experience in managing banking products and services, ideally Retail segment.

• Specific knowledge of regional market regulation or compliance. Permanent updating to remain an expert in the field.

• Proven experience in managing and directing complex projects associated with product development and business income statement management (e.g. transformation, E2E processes, digitalization, agile practices, automation, modernization). Additionally, proven experience in comprehensive business case management, commercial strategies, and segmentation strategies.

• Highly outstanding skills in team leadership, results orientation, change management and analytical capabilities.

• Excellent skills in leadership, teamwork, and strategic planning.

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.