Scotiabank

Director, Client Experience Design & Strategy - CX Management Office

Scotiabank • $125K — $150K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Design, or related field; MBA is an asset.
  • 10+ years of experience in Client Experience, Service Design, Product Design, or Strategy implementation.
  • Ability to create vision, inspire collaboration, and drive organizational change.
  • Strong background in client research, analytics, and human-centered design.
  • Proven analytical, data-driven, client-centric decision-making skills.
  • Ability to implement strategic business objectives into executable plans for enhanced performance.
  • Excellent communication and relationship-building abilities.

Responsibilities

  • Support development of comprehensive CX Strategy for Canadian Bank.
  • Lead design and optimization of customer journeys based on data and feedback.
  • Provide experience design expertise, including journey mapping and user research.
  • Develop prioritization framework for CX initiatives, coordinating with stakeholders.
  • Influence senior leadership on high-value CX opportunities and strategic alignment.
  • Drive customer satisfaction and business growth through effective CX strategies.
  • Promote innovation and sharing of best practices to enhance organizational excellence.

Benefits

  • Opportunity to join a forward-thinking, collaborative team of innovators.
  • Diverse opportunities for professional development and career growth.
  • Internal training programs to enhance skills and support career advancement.
  • Inclusive work environment encouraging creativity and celebrating success.
  • Modern workspaces with access to collaboration areas and various dining options.
Full Job Description
Requisition ID: 270236

As a Director Client Experience Design & Strategy, you will play an active role in the XMO team focusing on creating and driving the vision and roadmap for journey execution. You will contribute to the long-term Canadian Banking client strategy, proactively collaborating with Channel and Product leaders, Marketing, and other key stakeholders to deliver great experiences that fuel growth.

Is this role right for you? In this role, you will:
  • Work across the team to support the development of a comprehensive CX Strategy for the Canadian Bank that aligns with the organization's goals, ensuring a seamless and positive client experience across all touchpoints.
  • Lead the design and optimization of customer journeys, utilizing data and feedback to continuously improve the customer experience.
  • Provide experience design CB teams, including journey mapping, persona development, focus groups, user research, early adopter engagement, and rollout readiness assessments.
  • Develop a prioritization framework for CX initiatives, balancing short-term and long-term goals, and coordinating with key stakeholders to ensure clarity and alignment.
  • Lead and influence senior leadership to identify and align on highest value CX opportunities to realize the strategic objectives of the Channel and organization.
  • Drive high customer satisfaction, retention, and business growth by creating and managing the CX strategy.
  • Promote continuous improvement, encouraging innovation, best practice sharing, and lessons learned to drive organizational excellence and create value.
  • Champion a culture of experimentation, continuous learning, and evidence-based decision-making across the organization.


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 Business, Design or a related field. MBA is an asset.
  • 10+ years of relevant experience in Client Experience, Service Design, Product Design and/or Strategy implementation & execution
  • Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
  • Strong background in client research and analytics techniques, client strategy, process improvement, human-centered design, and performance management
  • 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.
  • Ability to thrive in a fast-paced and ambiguous environment, collaborating across functions and adapting to a rapidly changing organization.
  • Exceptional communication and relationship-building abilities across all levels of the organization, with the ability to collaborate effectively with cross-functional teams.
  • Critical thinker, problem solver
  • Results, KPI and accountability-oriented
  • Agile, persuasive, and resilient


What's in it for you?
  • The opportunity to join a forward-thinking and collaborative team, surrounded by innovative thinkers
  • A rewarding career path with diverse opportunities for professional development
  • 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


Location(s): Canada : Ontario : Toronto

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

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