Title:  Senior Manager, Client Experience Strategy

Requisition ID: 233665  

We are committed to investing in our employees and helping you continue your career at Scotiabank. 

Introduction Paragraph
We are on a mission to transform our client experience function into a key value driver for Scotiabank. The Client Experience Office 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 Senior Manager, Client Experience Strategist, you will play an active role in the team focusing on creating and driving global best practice. You will work closely with the Director, Experience Design Strategy & Insights to contribute to the long-term Canadian Banking client strategy, proactively collaborating with Channel and Product leaders, Marketing, and other key stakeholders to deliver great experiences that fuel market growth.

Is This Role Right for You? In this role, you will:
• Support the development and lead components of the CX Strategy implementation to deepen client relationships and leverage broader Bank relationships, systems, and knowledge
• Manage, help lead the end-to-end delivery of CX initiatives, including journey mapping, service blueprinting and design strategy
• Partner with internal and external stakeholders to design and recommend CX solutions that enhance client value and satisfaction
• Help manage the operationalization of CX practice across the bank
• Maintain expert understanding of latest CX and Voice of Client industry trends and innovations
• Act as an internal CX coach and thought leader, sharing best practices and new techniques across the Canadian Bank
• Prepare high-standard presentations on a monthly/quarterly basis, related to client experience insights and strategy
• Monitor best practices and scan for CX trends to identify innovation opportunities
• Support the evolution and development of techniques, tools, processes and frameworks, 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
• Inspire and lead the cross-functional teams through human centered design (HCD) processes, create and facilitate workshops (remote or in-person) that inspire creativity and alignment
• Uncover deep client insights and translate them into a clear set of needs and opportunities for innovation

Do You Have the Skills?
• Bachelor’s degree in Business, Marketing, Analytics, or a related field (preference for a degree in Sociology, Psychology, Strategic Design, HCD, innovation or a related field)
• 5+ years of relevant experience in Client Experience, Design Strategy, innovation and/or Strategy implementation & execution
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
• Proven track record of leading and managing successful CX projects
• Strong knowledge and skills in CX methodologies, tools, and best practices
• Excellent analytical, problem-solving, and decision-making skills
• Consultancy and problem solving mindset
• Exceptional communication, presentation, and interpersonal skills
• Expertise in client experience programs, engagement, retention, and acquisition
• Attention to detail, self-motivated, and ability to work both collaboratively and independently
• Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines and drive prioritization and alignment
• Passionate about client insights, client satisfaction and loyalty
• Solid project and process management and change management skills
• Strong strategic influencing, workshop design and facilitation skills, coordination, prioritization, and execution skills
• Experience in monitoring trends and innovation opportunities
• Comfortable leading an end-to-end design thinking process: scoping, fieldwork, synthesis, ideation, developing journey maps, service blueprinting, personas, socializing findings, and driving outcomes through actionable insights and recommendations

What’s In It for You?
The initiative spans across the entire Canadian Bank. It will support the Director in influencing a wide range of stakeholders, working across channels in cross-functional teams and building new processes from the ground up.

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.

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