Director, Client Insights – Client Experience Management Office (Toronto, ON)

Requisition ID: 239762

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

Director, Client Insights – Client Experience Management Office, Canadian Banking (Toronto, ON)

Within the Client Experience Office we are on a mission to transform our function into a key value driver for Scotiabank. The team 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 Director, Client Insights you are a data-driven strategist responsible for turning data and insights into actionable strategies that drive client engagement and business growth across our Canadian Bank. In this influential role, you’ll partner closely with key stakeholders to shape the future of our client experience. The ideal candidate will have a deep understanding of client behavior, extensive experience leading data and insights, is curious and a strong storyteller capable of delivering value through every channel our clients choose. The Director is a natural connector, able to translate insights into compelling narratives that influence decision-making and lead change.

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

• Evolve Client Experience measurement and lead the development of data-driven strategies and insight generation to identify unarticulated customer needs that drive CX strategy and help shape the multi-year Canadian Banking roadmap.
• Understand and improve the end-end experience that clients have by gathering and analying data on customer interactions, perceptions, and feedback across various touchpoints
• Aggregate data and insights from across Canadian Banking working with Canadian Analytics and Global Brand and Customer Insights to develop a portfolio of client experience insights that provide a 360-degree view of client experience to compel strategic action and decision making.
• Interpret various client feedback (e.g. customer research, product reviews, NPS) operational and behavioral data (e.g. transactional) to contribute to customer journey maps in order to support key decisions and drive client-centric value.
• Keep on top of changes in consumer lifestyles and sentiment as it relates to the financial services industry and share these insights with relevant teams on an ongoing basis.
• Collaborate with team members to improve NPS using insights to guide prioritization and investment across the Canadian Bank.
• Improve connectivity with clients, anticipating behaviours, identifying CX issues and opportunities in real time.
• Define KPIs and monitor client experience performance supporting data-driven decision-making.
• Provide compelling monthly CX reports to Canadian Banking leadership, including bespoke CX analysis on client behaviors and pain points that communicate impact and recommendations.
• Develop client experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of client lifetime value.
• Monitor and leverage market and competitor analysis to inform strategic decisions and maintain a competitive edge.
• Maintain a prioritized backlog of client irritants and develop and deploy systematic actioning on client experience insights by cross-functional representatives, ensuring ongoing skill development and capability-building.
• 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.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Bachelor’s degree in behavioral psychology, Statistics, Analytics, Market Research or a related field
• 7-10 years of experience within CX, qualitative and quantitative research, analytics, data science and / or design thinking and insights generation to improve experiences.
• Experience leading teams that have developed, delivered and owned integrated insight models that rely on various forms of client data
• Passion for client-first thinking and client centric design
• Strong storyteller with a demonstrated ability to create shared vision, inspire collaboration, and drive change through data.
• Highly analytic with expertise in developing predictive models to drive business results.
• Deep understanding of digital analytics and the application of data science to solve business challenges.
• Excellent communication skills, with the ability to translate complex data concepts into actionable business strategies.
• Track record of analytical, data-driven, and client-centric decision-making skills.
• Ability to translate business objectives and strategic investments into actionable plans that positively impact profit and performance.
• Results, KPI, and accountability-oriented.
• Critical thinker and problem solver who is agile, persuasive, and resilient.

What’s in it for you?

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
• A competitive compensation and benefits package.
• An organization committed to making a difference in our communities– for you and our clients.
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• You’ll receive clear, transparent criteria to progress in your career.

Working Conditions

• This role is located in our downtown Toronto, ON office location. Non-standard hours may be required to meet business objectives.

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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