Senior Manager Client Experience & Lifecycle Management, GTB - Toronto

Scotiabank • Toronto, ON

10d • Hybrid

About The Position

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Corporate, Commercial, and Small Business clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us. As clients transform their operating models, expand globally and deploy digital capabilities, their cash management needs are evolving. GTB’s comprehensive suite of innovative banking solutions help business clients generate operational efficiencies, streamline treasury processes, simplify payments, improve working capital performance, and mitigate financial risk. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., and Mexico. The Senior Manager, Client Experience Lifecycle Management, leads the end-to-end client journey across global cash management channels within GTB. This role is responsible for identifying key touchpoints, monitoring client feedback, and tracking satisfaction to drive continuous improvement. The ideal candidate is a strategic leader with strong cross-functional collaboration skills, capable of driving transformation and delivering measurable outcomes. This individual brings deep expertise in client relationship management, process optimization, and data-driven decision-making to enhance client experience and business performance.

Requirements

• Strong experience in transaction banking / cash management / digital channels
• Hands-on expertise in data analysis, visualization, and storytelling
• Proven ability to operate in product-led, agile environments
• Strong business acumen with ability to connect data to client and commercial outcomes
• Bachelor’s or postgraduate degree preferred in business, management, computer science, or engineering, with a strong foundation in financial and technology concepts.
• 7+ years of experience in client lifecycle management, client experience and digital platforms.
• Strong commercial and analytical acumen, including data‑driven decision making, performance management, deal structuring, and the ability to drive revenue growth, cost efficiency, and risk mitigation.
• Exceptional communication, negotiation, and stakeholder management skills, with the ability to influence across Product, Technology, Operations, and regional teams
• Spanish language proficiency preferred.

Nice To Haves

• Experience working with CX platforms such as Medallia or Qualtrics.

Responsibilities

• Develop and execute client journey and lifecycle strategies across global cash management channels to drive key business objectives.
• Identify improvement opportunities and implement actions to ensure high-quality service delivery.
• Partner with key stakeholders to design and deliver CX strategies that enhance client satisfaction and streamline end-to-end journeys.
• Serve as the primary point of contact for all client journey–related initiatives within the cash management channels team.
• Lead the client experience program, including the rollout and management of NPS across channels.
• Monitor client feedback and satisfaction metrics, proactively driving improvements to enhance the overall client experience.
• Evaluate customer strategy effectiveness using analytics to optimize campaigns and outcomes.
• Promote and share CX best practices and insights across teams.
• Facilitate cross-functional collaboration to ensure a consistent and unified client experience.
• Prepare and present lifecycle performance reports and insights to stakeholders and senior management.
• Develop high-quality monthly and quarterly presentations focused on client lifecycle trends and performance.
• Drive improvements in client acquisition, primacy, and retention using NPS and client feedback insights.
• Identify key drivers of client satisfaction and partner with product, sales, and service teams to enhance engagement and outcomes.

Benefits

• Standard hybrid office environment (minimum 3 days in office, subject to change) with extensive use of computers
• Extensive use of computers
• Regular internal, external and cross-functional meetings
• Travel will likely be required across the Americas (e.g. Canada, USA, Mexico, Caribbean & South America); usually planned

What This Job Offers

• Job Type: Full-time
• Career Level: Senior