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Purpose
The Senior Manager, Client Experience (CX) is responsible for overseeing NPS program that drives engagement, satisfaction, loyalty, retention, and primacy within International Wealth Management (IWM). Reporting to the Director of Client Lifecycle Management, this role leads the analysis of customer feedback to derive insights, ensuring IWM leaders and teams have timely access to actionable CX and Voice of the Client (VOC) insights
Accountabilities
- Foster a client-centric culture within the team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge
- Lead the implementation and rollout of the NPS across all jurisdictions
- Analyze and synthesize customer data from multiple sources and generate actionable insights and recommendations to drive customer-centric decisions and actions
- Prepare high-standard presentations on a monthly/quarterly basis, related to client experience insights
- Actively pursues effective and efficient operations of his/her 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
Experience
- Bachelor’s degree in business or marketing. Master’s degree or MBA preferred with 5+ years of relevant experience in financial services.
- Knowledge & understanding of Wealth Management business.
- Proven track record of leading and managing successful CX programs and projects.
- Experience working with CX platforms such as Medallia or Qualtrics.
- Strong knowledge and skills in CX methodologies, tools, and best practices.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional communication, presentation, and interpersonal skills.
- Expertise in client experience programs, engagement, retention, and acquisition.
- Fluency in Spanish is required; on-the-ground experience working in Latin America is an asset.
- 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
- Passionate about customer satisfaction and loyalty.
- Solid project and process management and change management skills.
Strong strategic influencing, coordination, prioritization, and execution skills
En Scotiabank, valoramos las habilidades y experiencias únicas que cada persona aporta al banco y nos comprometemos a crear y mantener un entorno inclusivo y accesible para todos. Todos/as los/las empleados/as deben cumplir con las políticas, normas, códigos y directrices del banco relacionadas con la no discriminación y las adaptaciones en el lugar de trabajo.
”Si necesitas algún tipo de adaptación en temas de accesibilidad durante el proceso, indícalo a nuestro equipo de Atracción de Talento”
**Scotiabank es una empresa incluyente, que respeta la diversidad y no hace ningún tipo de discriminación**
**Bajo ninguna circunstancia solicita pruebas de embarazo, ni de VIH**
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