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Senior Manager, Global Customer Experience (18 month contract)

Date: Jan 11, 2019

Location: Toronto, ON, CA

Company: Scotiabank

 

 

Requisition ID: 49171

 

Join the Global Community of Scotiabankers to help customers become better off.

Job Purpose:

The Senior Manager, Global Customer Experience is a key member of the team and contributor to the overall success and achievement of the Bank’s long-term strategic agenda, and its most important priority – Becoming More Customer-Focused.  The incumbent will act as an internal champion for our Customers and Employees with responsibility for the Bank’s customer experience feedback system.   

As a member of the global centre of excellence team, you will work closely with our in country CX teams, driving a customer focused culture. You will help connect, support and accelerate strategic initiatives and programs with Business Lines and across the Enterprise that facilitate change.

 

Key Accountabilites:

  • Support our global Customer Experience system, powered by Net Promoter System (NPS), across multiple business lines including Retail, Commercial and Employee
  • Drive root cause data analysis and insights from customer and employee feedback and facilitate sharing of opportunities across markets
  • Support global and local Customer Experience (CX) teams on customer journeys for measured improvement of customer experience
  • Support communications and experience sharing across all markets (e.g., proof points, best practices) that will reinforce the program’s impact on our ability to be more customer-focused
  • Manage end to end project plans related to programs (e.g., stakeholder alignment, communications, training program design and implementation, IT development, vendor/partner timelines, budgets) 

 

Functional Competencies:

  • Passionate about customer advocacy and a customer-first mindset
  • Curiosity on how the “customer experience” is evolving and the role of technology
  • Exceptional problem solving and data analytical skills to support decision making
  • Solid understanding / experience in the design / management of customer experience programs
  • Solid understanding of the Net Promoter System
  • Broad knowledge of all aspects of the Bank’s Business Lines and Corporate Functions, and in particular, how we support and serve Personal and Commercial Banking customers
  • Developing leadership skills, with a proven ability to build strategic relationships and influence
  • Strong project management skills, capable of developing & executing plans
  • Ability to work independently and take ownership of tasks
  • Fluency in Spanish is an asset 

 

Education/Experiences:

  • College/University degree preferred
  • Minimum 5 years of relevant experience in a customer experience role

 

Location(s):  Canada : Ontario : Toronto

As Canada’s International Bank, we are a leader when it comes to inclusion. We are a diverse and global team, speaking more than 100 languages with backgrounds from more than 120 countries. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.


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