Title:  Senior Manager, Client Experience & Insights, Private Banking

Requisition ID: 262627 

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

Purpose

As a member of the Private Banking Head Office team, the Senior Manager contributes to the overall success of the business by supporting the Managing Director in advancing client experience strategy across the Private Banking offering (Comprehensive and Signature).

The incumbent is accountable for understanding the evolving needs of Private Banking clients and translating insights into actionable strategies and initiatives in partnership with stakeholders across Scotia Wealth Management, including Sales, Product, Marketing, Operations, and Technology.

This role leads the design and execution of initiatives that enhance the end-to-end client experience, improve operational effectiveness, and support business growth. Working cross-functionally, the Senior Manager helps define and build the capabilities required to deliver a consistent, client-centric experience across all touchpoints.

The incumbent applies strong critical thinking and business acumen to assess current processes and client journeys, identify opportunities, and drive improvements to tools, processes, and overall experience delivery.

The Senior Manager is a key partner to senior leadership, contributing expertise in client experience, journey mapping, and Private Banking products and services to support strategies that deepen client relationships, drive acquisition, and enhance wealth referral opportunities.

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

Participate in the development of department initiatives and recommendations by:

• Lead research on key areas of opportunity across Private Banking aligned to Scotia Wealth Management priorities
• Gather and synthesize input from multiple sources, including field teams, clients, partners, and competitive intelligence
• Identify macro trends, gaps, and opportunities to improve client experience, drive growth, and enhance efficiency
• Analyze and document current and future state processes to enable meaningful transformation
• Identify and eliminate redundant or low-value processes, replacing them with more client-centric approaches
• Assess feasibility, costs, benefits, and risks of proposed initiatives
• Prioritize and recommend initiatives with clear business cases and implementation paths
• Develop and support implementation plans to ensure initiatives are executable and scalable

Develop client-led strategies and offerings 

• Facilitate internal and external research (e.g., focus groups, field engagement) to capture client and advisor insights across segments and regions
• Conduct competitive and industry analysis to inform Private Banking strategy and identify opportunities
• Apply journey mapping methodologies to identify pain points and opportunities to enhance the client experience
• Partner with internal teams to understand and optimize end-to-end client journeys across onboarding, servicing, and ongoing relationship management

Drive client engagement, acquisition, and retention

• Build an ecosystem of key stakeholders to support integrated client engagement strategies
• Partner with our Technology and Product teams to design and deliver solutions aligned to Private Banking client needs
• Lead point of contact for key client touchpoints to ensure a seamless and consistent experience
• Support development of targeted acquisition and retention strategies, tools, and materials tailored to different client segments

Promote and embed client-centricity across Private Banking:

• Develop and deliver regular reporting (e.g., dashboards) to share insights on client experience, performance metrics, and outcomes (client success stories/feedback, retention, referrals, client primacy, etc.)  
• Act as a subject matter expert on client experience, informing strategic decisions and communication approaches
• Engage regularly with field teams to understand client successes, challenges, and emerging needs
• Partner across business lines (Sales, Marketing, Product, Operations) to ensure alignment on client experience strategy and execution
• Contribute to cross-functional initiatives and change management efforts impacting client experience and operational delivery
• Support senior leadership discussions on product, solution, and experience enhancements

Do you have the skills to enable you to be successful in this role? We would love to work with you if you have:

• University degree in Business, Marketing, Communications, or related field 
• Strong understanding of financial markets 
• Experience in client experience and strategy
• Strong analytical capabilities, including experience with data analysis and insight generation
• Proven ability to identify opportunities and drive process and experience improvements
• Strong stakeholder management and influencing skills across a complex organization
• Excellent communication skills (both written and verbal) with the ability to summarize and present insights clearly
• High degree of client focus, initiative, and problem-solving capability

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

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.