Scotiabank

Lead Experience Design Strategy - Client Experience Office

Scotiabank • $100K — $130K *
Toronto, ON M3C 0E3In-Person
Business Services
5 - 7 years of experience
Reposted 6 days ago
Job Overview by Ladders

Qualifications

  • 5+ years in service design, CX, Strategic design, UX, HCD, or related field.
  • Post-secondary education in a related area.
  • Experience with complex multi-channel projects in consulting or in-house teams.
  • Skilled in design methodologies: journey mapping, service blueprinting, design research, etc.
  • Advanced understanding of information architecture and systems thinking.
  • Leadership in synthesizing data and presenting insights.
  • Excellent communication and teamwork abilities.

Responsibilities

  • Lead the design of customer-centric products, services, and experiences.
  • Conduct customer research to uncover needs and pain points.
  • Diagnose experience gaps using human needs and systems thinking.
  • Drive CX initiatives from discovery through execution.
  • Synthesize insights from diverse data sources to identify experience opportunities.
  • Facilitate workshops and design sprints for team alignment and decision-making.
  • Embed design practices for ongoing experience improvement.

Benefits

  • Join a forward-thinking organization with innovative teams.
  • Receive a competitive compensation and benefits package.
  • Work in an organization that makes a community impact.
  • Be recognized and rewarded for high performance.
  • Receive support for career advancement and internal training.
Full Job Description
Requisition ID: 256066

As a Lead Experience Design Strategy, you will play an active role in the team focusing on creating and driving global best practice. You will be responsible for shaping future experiences, and mapping our end-to-end services and processes from the perspective of the customer, using design and research tools to map and design end to end experiences, connecting CX to long-term Canadian Banking client strategy, proactively collaborating with Channel and Product leaders, Marketing, and other key stakeholders to deliver great experiences that fuel market growth.

Is this role right for you? In this role, you will:

  • Lead the design of end to end products, services, and experiences, including the internal processes, policies, and programs that enable seamless, customer centric outcomes.
  • Plan, lead, and apply customer research (qualitative and quantitative) to uncover deep human needs, behaviors, and pain points, translating insights into clear experience and service opportunities.
  • Apply deep understanding of human needs and systems thinking to diagnose experience and process gaps, identifying where experiences break down and how they can be redesigned.
  • Drive end to end CX initiatives, owning delivery across discovery, design, validation, and execution while managing complex stakeholder environments.
  • Synthesize insights from multiple data sources to define prioritized experience opportunities that balance customer value, business impact, and feasibility.
  • Design and facilitate workshops, design sprints, and co creation sessions that align teams, accelerate decisions, and build shared ownership of outcomes.
  • Use service design tools (journey maps, service blueprints, service patterns) to institutionalize customer centric practices and influence how work gets done.
  • Lead experience design with agility, iterating solutions through testing, learning, and refinement to respond to evolving customer needs and business priorities.
  • Embed design as a way of working, helping teams move from one off projects to continuous experience improvement.
  • Act as a CX and Service Design thought leader, coaching teams, sharing best practices, and strengthening CX capability across the organization.
  • Champion a customer obsessed culture, influencing mindsets, behaviors, and decision making to keep the customer at the center.
  • Communicate complex systems, insights, and experience strategies through clear, compelling, executive ready storytelling.
  • Work with diverse partners & stakeholders to design products, services and experiences, as well as the internal processes, policies and programs that support them, in support of seamless customer experiences.
  • Applies in-depth knowledge of human needs and how they can be mapped back to organizational systems and processes.
  • Contribute to the growth of the Service Design practice across Scotiabank, acting as an advocate for the practice and a passionate agent of change.
  • Manage, help lead the end-to-end delivery of CX initiatives, including journey mapping, service blueprinting and design strategy.
  • Partner with internal and external stakeholders to design and recommend CX solutions that enhance client value and satisfaction


Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
  • 5+ years experience in service design, CX, Strategic design, UX, HCD, product design, business design, design innovation or a closely related field
  • Post-secondary education in a related field
  • Demonstrates expertise in consulting or in-house teams, successfully working on large and complex multi-channel projects
  • Highly-skilled in a range of design methodologies such as journey mapping, pattern and blueprint development, contextual interviews, design research, ethnographic observation, diary studies, design workshops, landscape reviews, trend analysis, etc.
  • Advanced understanding of information architecture and systems thinking as they apply to the design of a service
  • Leads activities to synthesize data and present insights toward meaningful outcomes.
  • Demonstrates a positive and resilient personality; able to embrace feedback and have a desire for continuous iteration and improvement.
  • Comfortable working in a self-guided manner with the ability to prioritize tasks and manage own time efficiently.
  • Excellent leadership, communication and teamwork skills.
  • Deals well with ambiguity, taking smart and calculated risks and supports others who do the same.
  • Effectively able to prioritize and pivot in response to evolving business constraints.
  • Open, persuasive, engaging and love to have a good laugh.
  • Mastery of Adobe Creative Suite is an assets plus other design tools Figma and Mural; including the ability to build your own design artifacts such as personas, journey maps, reports, etc.
  • Comfortable leading an end-to-end design thinking process: scoping, fieldwork, synthesis, ideation, developing journey maps, service blueprinting, personas, socializing findings, and driving outcomes through actionable insights and recommendations.
  • Strong strategic influencing, workshop design and facilitation skills, coordination, prioritization, and execution skills.


What's in it for you?
  • The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
  • A competitive compensation and benefits package.
  • An organization committed to making a difference in our communities- for you and our clients.
  • You can expect to be recognized and rewarded for high-performance. You'll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
  • You'll receive clear, transparent criteria to progress in your career.


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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