Title:  Senior Manager, Client Experience- International Banking

Requisition ID: 227290

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

International Banking

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

 Responsible for designing, analyzing, and enhancing the end-to-end client journeys across International Commercial Banking markets. Working under the guidance of the Director, Client Experience and Value Proposition, this role supports the delivery of a client-centric strategy by identifying experience gaps, managing Voice of Client programs, and coordinating cross-functional initiatives that improve onboarding, servicing, and all key client journeys.

The ideal candidate brings strong analytical skills, a deep understanding of customer journeys, and the ability to translate insights into actionable experience improvements.

What You’ll Do:

• Develop and execute client experience strategies across key client segments in International Commercial Banking.
• Conduct end-to-end journey mapping and client experience diagnostics to uncover friction points and prioritize areas for improvement.
• Collaborate with frontline teams, operations, product, and technology partners to identify experience pain points and co-develop solutions.
• Drive continuous improvement initiatives that simplify processes, enhance personalization, and improve digital and in-person interactions.
• Develop and maintain client experience dashboards and performance metrics (e.g., NPS, onboarding satisfaction, issue resolution time, etc.).
• Coordinate pilot programs and A/B tests to evaluate proposed experience enhancements and measure impact.
• Assist in embedding a client-centric culture by supporting training, communications, and recognition efforts in local markets.
• Prepare reports and presentations for executive updates, committees, and governance forums.
• Stay informed on client experience best practices, trends, and technologies to inform recommendations.
• Liaises with business teams in 14 countries across Latin America and the Caribbean.
• Oversees Client Experience best practices adoption and IB-wide alignment across regions
• Responsible for a portfolio of KPIs, reporting and data management initiatives encompassing multiple channels, segments, and products, focused around Client Experience
• Contributes to large, complex projects and initiatives spanning numerous IB Markets, business lines and functional areas, and involving large numbers of resources with diverse skills, abilities, backgrounds, and competencies.

What You'll Bring:

• Bachelor’s degree in business administration, Marketing, Economics, Behavioral Science or related fields; a Master’s degree is an asset.
• 5+ years of experience in client experience design, client strategy, or transformation roles.
• Practical experience with journey mapping, customer feedback analytics, or service improvement projects in Banking, B2B or in relevant industries.
• Familiarity with Voice of Client (VoC) platforms, NPS tools, and customer experience measurement frameworks.
• Strong analytical and problem-solving skills with the ability to synthesize insights into clear recommendations.
• Comfortable working in cross-functional teams with product, tech, operations, and frontline staff.
• Experience presenting findings and recommendations to senior stakeholders.
• Demonstrated ability to manage complex tasks independently and drive outcomes in matrixed environments. 

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.