Scotiabank

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

Scotiabank$100K — $130K *
Finance & Insurance
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 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
  • High level of proficiency managing large data sets
  • Advanced Excel (VBA, Pivot Tables, Nested Formulas, Charting) and PowerPoint expertise
  • Experience with statistical analysis tools (i.e. SPSS, Q)
  • Proven ability to interpret data and identify patterns

Responsibilities

  • Support the Client Experience Management Office in developing data-driven strategies for client experience improvement.
  • Aggregate client experience data across Canadian Banking and develop insights with analytics teams.
  • Partner with cross-functional teams to define research methodologies that drive informed decision-making.
  • Collaborate on designing comprehensive research projects with Global Brand and Customer Insights.
  • Aid in change management initiatives for new operational strategies and processes.
  • Develop monthly CX reports and conduct bespoke analysis of client behaviors and pain points.
  • Monitor and leverage market and competitor analysis to guide strategic decisions.

Benefits

  • Opportunity to join a forward-thinking and collaborative team.
  • Diverse opportunities for professional development.
  • Internal training for growth and skill enhancement.
  • Inclusive work environment that fosters creativity and celebrates success.
  • Modern workspace with various collaborative and dining options.
Full Job Description
Requisition ID: 268065

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.

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


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 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


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
5 Year Trend
+7%
NASDAQ

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