Senior Manager, Client Experience & Insights, Private Banking

Scotiabank•Toronto, ON

13d•Hybrid

About The Position

As a member of the Private Banking Head Office team, the Senior Manager contributes to the overall success of the business by supporting the Managing Director in advancing client experience strategy across the Private Banking offering (Comprehensive and Signature). The incumbent is accountable for understanding the evolving needs of Private Banking clients and translating insights into actionable strategies and initiatives in partnership with stakeholders across Scotia Wealth Management, including Sales, Product, Marketing, Operations, and Technology. This role leads the design and execution of initiatives that enhance the end-to-end client experience, improve operational effectiveness, and support business growth. Working cross-functionally, the Senior Manager helps define and build the capabilities required to deliver a consistent, client-centric experience across all touchpoints. The incumbent applies strong critical thinking and business acumen to assess current processes and client journeys, identify opportunities, and drive improvements to tools, processes, and overall experience delivery. The Senior Manager is a key partner to senior leadership, contributing expertise in client experience, journey mapping, and Private Banking products and services to support strategies that deepen client relationships, drive acquisition, and enhance wealth referral opportunities.

Requirements

University degree in Business, Marketing, Communications, or related field
Strong understanding of financial markets
Experience in client experience and strategy
Strong analytical capabilities, including experience with data analysis and insight generation
Proven ability to identify opportunities and drive process and experience improvements
Strong stakeholder management and influencing skills across a complex organization
Excellent communication skills (both written and verbal) with the ability to summarize and present insights clearly
High degree of client focus, initiative, and problem-solving capability

Responsibilities

Lead research on key areas of opportunity across Private Banking aligned to Scotia Wealth Management priorities
Gather and synthesize input from multiple sources, including field teams, clients, partners, and competitive intelligence
Identify macro trends, gaps, and opportunities to improve client experience, drive growth, and enhance efficiency
Analyze and document current and future state processes to enable meaningful transformation
Identify and eliminate redundant or low-value processes, replacing them with more client-centric approaches
Assess feasibility, costs, benefits, and risks of proposed initiatives
Prioritize and recommend initiatives with clear business cases and implementation paths
Develop and support implementation plans to ensure initiatives are executable and scalable
Facilitate internal and external research (e.g., focus groups, field engagement) to capture client and advisor insights across segments and regions
Conduct competitive and industry analysis to inform Private Banking strategy and identify opportunities
Apply journey mapping methodologies to identify pain points and opportunities to enhance the client experience
Partner with internal teams to understand and optimize end-to-end client journeys across onboarding, servicing, and ongoing relationship management
Build an ecosystem of key stakeholders to support integrated client engagement strategies
Partner with our Technology and Product teams to design and deliver solutions aligned to Private Banking client needs
Lead point of contact for key client touchpoints to ensure a seamless and consistent experience
Support development of targeted acquisition and retention strategies, tools, and materials tailored to different client segments
Develop and deliver regular reporting (e.g., dashboards) to share insights on client experience, performance metrics, and outcomes (client success stories/feedback, retention, referrals, client primacy, etc.)
Act as a subject matter expert on client experience, informing strategic decisions and communication approaches
Engage regularly with field teams to understand client successes, challenges, and emerging needs
Partner across business lines (Sales, Marketing, Product, Operations) to ensure alignment on client experience strategy and execution
Contribute to cross-functional initiatives and change management efforts impacting client experience and operational delivery
Support senior leadership discussions on product, solution, and experience enhancements