Title:  Senior Manager, Client Segment & Experience - 18 Month Contract

Purpose

The Business Banking team is a high-performing team focused on delivering the best solutions and customer service for business customers. Reporting to the Director, Client Experience and Partnerships, the Senior Manager is responsible for the development and execution of customer segment-specific strategies.

This position will collaborate with stakeholders across Business Banking to identify priority customer segments, understand their needs, inform current state journeys/pain points, influence future state journeys and implement initiatives to drive acquisition and primary relationships with various stakeholders across the Bank. In addition, this role will bring a focus on the external landscape and evolving customer expectations.

Accountabilities

• Responsible for the development and execution of segment specific strategies and programs targeting the acquisition and retention of clients across Business Banking

• • Prioritize customer segments based on data driven insights, customer research, market share, and the Bank’s strategic priorities  
  • Map current customer journey across onboarding, fulfilment and servicing; perform evaluations on Scotiabank’s value proposition and enablers, and maintain repository of pain points or experience gaps
  • Interpret various Voice of the Customer feedback and behavioral data to design future-state customer journeys
  • Ensure future-state customer journeys resolves customer pain points and bring to life potential “wow moments” across all channels
  • Continuously improve customer journeys based on evolving customer needs and competitive landscape

• Responsible for building and executing segment specific strategies with internal stakeholders to drive Primary Client acquisition, primacy and retention

• • Responsible for leading various strategic initiatives, including market research, business case development, and plan to execute
  • Responsible for the execution of strategic initiatives by partnering with external and internal partners
  • Cascade strategies to the front-line and ensure it is easily understood and actionable
  • Report on the outcomes of segment-specific strategies and their contribution to customer growth, customer satisfaction, profitability, and other key metrics
  • Continuously identify opportunities to improve and augment on-going initiatives to drive better results
  • Monitor competitor actions related to priority customer segments and benchmarking Scotiabank’s offering, experience, and performance 

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

• 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 behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.