Senior Manager, Client Insights & Measurement - Client Experience Management Office

Scotiabank • Toronto, ON

1d • Onsite

About The Position

Within the Client Experience Management Office (XMO), 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 Senior Manager, Client Insights and Measurement, you will be responsible for conducting client research and turning data into actionable strategies that drive client engagement and business growth across our Canadian Bank. Reporting to the Director, Client Insights, you will partner closely with key stakeholders to shape the future of our clients’ experiences.

Requirements

• Bachelor’s degree in Data Management, CRM Marketing, Statistics, Analytics, Market Research or a related field
• 7+ years of relevant experience in financial services, market research or customer experience measurement
• Hands-on experience with Qualtrics and/or Medallia
• Passion for client-first thinking and client centric design
• Self-starter with strong quantitative judgment and analytical skills
• High level of proficiency managing large data sets
• Advanced Excel (VBA, Pivot Tables, Nested Formulas, Charting) and PowerPoint
• Experience with statistical analysis tools (i.e. SPSS, Q)
• Proven ability to interpret data, spot patterns, anomalies, and opportunities
• Previous experience presenting to senior executives and creating supporting materials
• Able to manage multiple stakeholders and form cross-functional partnerships
• Able to manage multiple time-sensitive projects simultaneously

Responsibilities

• Supports the Client Experience Management Office in developing data-driven strategies to enhance client experience.
• Aggregate data from across Canadian Banking working with Canadian Analytics and Global Brand and Customer Insights to develop a portfolio of client experience insights and analytics.
• Partner with cross functional partners to define business needs, shape the appropriate research approach, and provide insights that inform decision making.
• Collaborate with Global Brand and Customer Insights to design end-to-end research projects.
• Supports change management initiatives as new operational processes and strategies are introduced.
• Supports the development of monthly CX reports for Canadian Banking leadership, including bespoke analysis on client behaviors and pain points.
• Investigates discrepancies, reconciles source data, and monitors reporting suite to ensure reasonability.
• Monitor and leverage market and competitor analysis to inform strategic decisions and maintain a competitive edge.
• Collaborate with cross-functional teams to align analytics strategies with business objectives and facilitate data-driven insights.
• 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.

Benefits

• Internal training to support your growth and enhance your skills
• An inclusive working environment that encourages creativity, curiosity, and celebrates success!
• Work in an Ecosystem; a bright, modern space where you’ll have access to group seating, offices, collaboration spaces, a cafeteria with different options daily, a bistro, and more

What This Job Offers

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