Senior Consultant, Client Experience Measurement – CIBC – Toronto, ON

Company: CIBC

Location: Toronto, ON

Expected salary:

Job date: Fri, 20 Dec 2024 04:37:09 GMT

Job description: We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.To learn more about CIBC, please visitWhat you’ll be doingThe Enterprise Client Experience team is responsible for galvanizing CIBC into improving CX and building a base of loyal clients who will refer CIBC to their family and friends. Within Enterprise CX is the Client Experience Measurement Team (CXMT), a small centralized group of market research specialists responsible for conducting on-going NPS surveys among CIBC clients and providing actionable insights/analyses to remove/reduce client irritants or pain-points. The team also provides NPS and CSAT consulting expertise in the development of corporate, segment and line of business CX strategy and actioning.The Senior Consultant, CX Measurement is a key member of the CXMT who partners with channels and partners from across CIBC, ensuring that they continuously receive, understand and action the Voice of Client. They are the trusted advisor and subject matter expert in CX and Research for their partners. In this role, they deliver specialized research studies to our LOB partners to identify client needs, and to better understand client attitudes and behaviours. Building compelling insights from this research, the Senior Consultant collaborates with partners to understand the feedback and to help drive change that delivers better Client Experience.At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.How you’ll succeed

  • Strategic advisory and relationship development – Work cross functionally with our channel leaders, using CX data and insights, to influence their CX plans and priorities needed to deliver a client focused agenda.
  • Liaise with various LOB partners across CIBC (e.g., Retail, Contact Centre, Digital) to ensure strategic alignment with CX improvement.
  • Build and manage InTouch surveys for stakeholder teams, ensuring that insights generated from the these surveys identifies top CX irritants, enables actioning, and monitoring of improvements.
  • Work in partnership with channel CX teams to integrate insights to create one client story.
  • Consult with stakeholder teams to proactively identify their insights needs and conduct primary research through primary research.
  • Data collection and analysis – Seamlessly execute surveys by managing back-end operations of the programs.
  • Research and implement new and innovative methodologies and techniques to improve the quality of client insights.
  • Conduct in-depth analysis of client experience data that leads to actionable insights.
  • Tackle complex and ambiguous scenarios in a structured manner to enable meaningful analyses leading to uncovering root causes and material insights.
  • Build impactful, visually engaging and easy-to-understand reports and presentations to drive action.
  • Client advocacy – Ensure the Voice of Client (VOC) is present during key decisions impacting the experience we deliver to our clients.
  • Identify opportunities and advocate to improve the client experience as a CX subject matter expert.
  • Proactively identify areas of opportunity to further embed client centricity across our LOBs.
  • Communications – Evangelize and socialize NPS system and CX insights throughout the entire organization to build a consumer obsessed and empathic culture.
  • Present CX trends, insights, updates and recommendations to channel partners.
  • Cross-functional relationships – The Senior Consultant will interact, and build relationships with multiple stakeholder across the bank including: Business leaders in their portfolio, CX team members (as well the broader Purpose, Brand and Marketing team), team members within the CXMT, members of other internal research and insights teams, as well as external insights and research partners.

Who you are

  • You have an Undergraduate Degree in Science, Engineering, Business or related discipline. MBA preferred.
  • You can demonstrate experience in, and solid understanding of, CX and NPS programs.
  • 5-7 years consumer insights or market research experience, with experience in both qualitative and quantitative insights work. Client-side experience preferred. It’s an asset if you have Financial services experience (but not mandatory).
  • Extensive experience in building strategic partnerships with critical internal stakeholders and leading insights planning and development with those stakeholders.
  • Proven track record of actionable insights work, including compelling and motivating storytelling and action planning.
  • Proven track record of insights and research management, from scoping through to report development and presentation.
  • Advanced Communication Skills – both written and verbal. Ability to effectively adjust messaging for senior executives as well as for front line staff.
  • You’re motivated by collective success. You are passionate about working across teams and breaking silos.
  • Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.

#LI-TAWhat CIBC OffersAt CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.*Subject to plan and program terms and conditionsWhat you need to knowCIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contactYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.Job Location Toronto-81 Bay, 33rd FloorEmployment Type RegularWeekly Hours 37.5Skills Actionable Insights, Business, Client Counseling, Conducting Surveys, Customer Experience (CX), Data Analysis, Identifying Opportunities, Market Research, Primary Research, Research Data

CIBC is looking for a Senior Consultant, CX Measurement to join their Enterprise Client Experience team. The team focuses on improving customer experience through NPS surveys and actionable insights. The Senior Consultant will work closely with various LOB partners to understand client needs and behaviors, conduct research, and drive change for a better customer experience. The role requires experience in CX and NPS programs, market research, and building strategic partnerships. CIBC offers a competitive salary, benefits, and opportunities for growth and development. The ideal candidate will have strong communication skills, be a team player, and align with CIBC’s values of trust, teamwork, and accountability.

Royal Bank of Canada – Client Advisor Intern – Dundas, ON

Company: Royal Bank of Canada

Location: Dundas, ON

Expected salary:

Job date: Thu, 19 Dec 2024 03:48:23 GMT

Job description: Job SummaryJob DescriptionWhat is the opportunity?This unique position calls on your client-focused sales expertise and natural problem-solving skills to maximize each client interaction. Specifically, you help clients with their everyday banking, As an RBC ambassador, you add value in the moments that matter most to clients and collaborate with RBC partners to help clients achieve their goals. Whether you’re demonstrating to a client how to use digital banking, on-boarding a new client, or referring a complex opportunity to a specialist, your expertise will contribute to creating meaningful and memorable client experiences to drive client satisfaction and loyalty.What will you do?

  • Proactively engage with clients in all areas of the branch and in the community, uncovering banking needs, providing help and advice, as well as identifying sales and referral opportunities
  • Focus on client education and demonstration, leveraging technology to deliver a memorable client experience, drive sales, and retain business
  • Respond to client-initiated contact, assisting them with a full range of financial transactions
  • Actively listen and engage clients in conversation to further understand their individual needs
  • Proactively take ownership of resolving and preventing client banking problems
  • Cultivate and maintain relationships with partners to make the most of business opportunities and referrals

What do you need to succeed?Must-have

  • Demonstrated passion for putting clients first, as well as success in a hands-on, target-driven sales environment
  • Problem-solving and people skills, with the ability to build strong relationships and proactively connect with clients
  • Flexibility, eagerness to learn, strong personal ethics, and a hunger for success
  • Digital literacy across a broad range of devices (i.e., smartphones, tablets, laptops, etc.)
  • Must be able to work all business hours

Nice-to-have

  • Track record in building rapport and maintaining client relationships within the financial or service industry
  • Mutual Funds accreditation (i.e., Investment Funds in Canada or the Canadian Securities Course)

What’s in it for you?We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

  • A comprehensive Total Rewards Program including competitive compensation, bonuses, and flexible benefits
  • Continued opportunities for career advancement
  • World-class sales training, coaching, and development opportunities
  • Support from a dynamic, collaborative, progressive, and high performing team, as well as world-class tools and training
  • Opportunity to achieve great success and grow your career with RBC

Job Skills Adaptability, Advice Based Solutions, Client Centricity, Client Discovery, Communication, Curiosity, Data Analysis, Digital LiteracyAdditional Job DetailsAddress: 440 MAIN STREET SOUTH:ALEXANDRIACity: ALEXANDRIACountry: CanadaWork hours/week: 22.5Employment Type: Part timePlatform: PERSONAL & COMMERCIAL BANKINGJob Type: RegularPay Type: SalariedPosted Date: 2024-12-17Application Deadline: 2024-12-31Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date aboveInclusion and Equal Opportunity EmploymentAt RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.Join our Talent CommunityStay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at .

Client Services Analyst – Capilano University – North Vancouver, BC

Company: Capilano University

Location: North Vancouver, BC

Job description: of our technological landscape and the university community. What you’ll do NATURE AND SCOPE OF WORK Reporting to the Manager… year of experience with gathering requirements, systems analysis, SDLC, project management and change management…
This content discusses the technological landscape in the university community and the role of a position reporting to a manager. The job involves experience with gathering requirements, systems analysis, software development life cycle, project management, and change management.
Title: Administrative Assistant

Company: Confidential

Location: Markham, ON

Job Type: Full-time

Salary: Not specified

Job Description:

We are currently seeking an experienced Administrative Assistant to join our team in Markham, ON. The ideal candidate will be responsible for providing administrative support to ensure efficient operation of the office. The Administrative Assistant will support managers and employees through a variety of tasks related to organization and communication. The successful candidate will be able to work diligently to help maintain smooth office operations.

Responsibilities:

– Answer and direct phone calls
– Organize and schedule appointments
– Plan meetings and take detailed minutes
– Write and distribute email, correspondence memos, letters, faxes and forms
– Assist in the preparation of regularly scheduled reports
– Develop and maintain a filing system
– Order office supplies and research new deals and suppliers
– Maintain contact lists
– Book travel arrangements
– Submit and reconcile expense reports
– Provide general support to visitors

Requirements:

– Proven experience as an administrative assistant or office admin assistant
– Knowledge of office management systems and procedures
– Working knowledge of office equipment, like printers and fax machines
– Proficiency in MS Office (MS Excel and MS PowerPoint, in particular)
– Excellent time management skills and the ability to prioritize work
– Attention to detail and problem-solving skills
– Excellent written and verbal communication skills
– Strong organizational skills with the ability to multi-task

If you meet the above requirements and are interested in this opportunity, please apply now.

Expected salary: $5717 per month

Job date: Wed, 18 Dec 2024 23:34:19 GMT

VON Canada – Client Service Associate (CSA) – Planning and Scheduling – Full-time – Ontario

Company: VON Canada

Location: Ontario

Expected salary:

Job date: Wed, 11 Dec 2024 08:06:36 GMT

Job description: Administrative / Client Service Associates (CSA) Hybrid Remote, Brantford, Ontario Permanent, Full-Time ReqID: 41674DescriptionPosition at VON Canada (Ontario)Requisition Details:Employment Status: Regular, Full-time (1.0 FTE)
Program Name: eHomecare
Number of Hours Bi-Weekly: 75
Work Schedule: Days, Evenings, Weekends
On-Call: No
Existing Vacancy: Yes – we’re currently hiring candidates for an existing vacancy in this position.Looking for a career in health care that provides you with an opportunity to make a difference in your community?If you are tech-savvy, customer service-oriented, and enjoy problem-solving in a fast-paced environment, we have a career in planning and scheduling for you. Join our Client Service Team today!About us:VON provides home and community care to more than 10,000 people every day in Ontario and Nova Scotia. As a registered charity and not-for-profit, our organization is all about the difference we can make in people’s lives. Working at VON is more than just a job, it is a career that impacts how Canadians live.Our Client Service Team operates 365 days per year and is provided with consistent schedules which have day shifts and an evening and weekend rotation.What you’ll do:

  • Assign client visits to nurses and home support workers using knowledge of local geography, client needs, and continuity of care while following collective agreement guidelines and established planning procedures
  • Daily activities include receiving and processing client referrals and updates, responding to phone inquiries from clients, doctors, service providers, and other agencies, advanced scheduling, daily scheduling changes (i.e., sick calls, client cancelations, new client admissions), and other administrative duties
  • Work closely with team members and management to ensure daily staffing levels are sufficient, and the delivery of quality client care and service are met, as well as forecasting weekly staffing needs
  • Support clients, nurses, and home support workers to ensure delivery of quality care
  • Work in a fast-paced environment with rapidly changing priorities while meeting daily and weekly scheduling deadlines
  • Ensure that confidential information relating to clients, work colleagues, suppliers, and VON’s operations are properly protected and not disclosed to third parties
  • Other duties/tasks as assigned by manager

What we offer you:

  • Competitive salaries and vacation time
  • Tiered Benefits (health, dental, LTD) & an Employee Assistance Program for eligible employees
  • Defined Benefit Pension Plan with company contribution for eligible employees
  • Comprehensive orientation program
  • Opportunities for skill development, eLearning, and career advancement
  • Experience with new health care technology such as CellTrak and Procura
  • Be part of a health care team that provides support to people in your community and frontline workers

What you need:

  • University/College education preferred, High School Diploma required
  • Office Administration Certificate, Medical Terminology Certificate, or equivalent experience is an asset
  • Proficiency with MS Office programs, Outlook, faxing software, and database management
  • Experience in a logistics or scheduling environment and experience with scheduling software such as Procura is an asset
  • Experience in a health care environment is an asset
  • Previous customer service experience in a contact center environment is considered an asset
  • Experience in a unionized environment is considered an asset
  • A current and original copy of a satisfactory Criminal Records Check is required upon the start of your employment
  • The use of Personal Protective Equipment (PPE) may be required

Working conditions and physical demands: This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.VON Canada is committed to meeting the needs of persons with disabilities and to providing accessibility accommodations for candidates who require them. If you are in need of accessibility support, please visit our website at https://www.von.ca/en/accessibility for further details.VON Canada is committed to embracing and celebrating equity, diversity, and inclusion (EDI) as fundamental to living out our values of Respect, Compassion, and Excellence in all that we do.

VON Canada – Client Service Associate (CSA), Assisted Living – Full-time – Ontario

Company: VON Canada

Location: Ontario

Expected salary:

Job date: Wed, 18 Dec 2024 04:07:09 GMT

Job description: Administrative / Client Service Associates (CSA) Hybrid Remote, Peterborough, Ontario Permanent, Full-Time ReqID: 41721DescriptionPosition at VON Canada (Ontario)Requisition Details:Employment Status: Permanent, Full-Time (1.0 FTE)
Program Name: Assisted Living
Number of Hours Bi-Weekly: 75
Work Schedule: Days, Weekends
Union/Bargaining Unit: CUPE
On-Call: YesExisting Vacancy: Yes – we’re currently hiring candidates for an existing vacancy in this position.Looking for a career in health care that provides you with an opportunity to make a difference in your community?If you are tech-savvy, customer service-oriented, and enjoy problem-solving in a fast-paced environment, we have a career in planning and scheduling for you. Join our Client Service Team today!This position will require attendance to in-office meetings periodically.About us:VON provides home and community care to more than 10,000 people every day in Ontario and Nova Scotia. As a registered charity and not-for-profit, our organization is all about the difference we can make in people’s lives. Working at VON is more than just a job, it is a career that impacts how Canadians live.Our Client Service Team operates 365 days per year and is provided with consistent schedules which have day shifts and an evening and weekend rotation.What you’ll do:

  • Assign client visits to nurses and home support workers using knowledge of local geography, client needs, and continuity of care while following collective agreement guidelines and established planning procedures
  • Daily activities include receiving and processing client referrals and updates, responding to phone inquiries from clients, doctors, service providers, and other agencies, advanced scheduling, daily scheduling changes (i.e., sick calls, client cancelations, new client admissions), and other administrative duties
  • Work closely with team members and management to ensure daily staffing levels are sufficient, and the delivery of quality client care and service are met, as well as forecasting weekly staffing needs
  • Support clients, nurses, and home support workers to ensure delivery of quality care
  • Work in a fast-paced environment with rapidly changing priorities while meeting daily and weekly scheduling deadlines
  • Ensure that confidential information relating to clients, work colleagues, suppliers, and VON’s operations are properly protected and not disclosed to third parties
  • Other duties/tasks as assigned by manager

What we offer you:

  • Competitive salaries and vacation time
  • Tiered Benefits (health, dental, LTD) & an Employee Assistance Program for eligible employees
  • Defined Benefit Pension Plan with company contribution for eligible employees
  • Comprehensive orientation program
  • Opportunities for skill development, eLearning, and career advancement
  • Experience with new health care technology such as CellTrak and Procura
  • Be part of a health care team that provides support to people in your community and frontline workers

What you need:

  • University/College education preferred, High School Diploma required
  • Office Administration Certificate, Medical Terminology Certificate, or equivalent experience is an asset
  • Proficiency with MS Office programs, Outlook, faxing software, and database management
  • Experience in a logistics or scheduling environment and experience with scheduling software such as Procura is an asset
  • Experience in a health care environment is an asset
  • Previous customer service experience in a contact center environment is considered an asset
  • Experience in a unionized environment is considered an asset
  • A current and original copy of a satisfactory Criminal Records Check is required upon the start of your employment
  • The use of Personal Protective Equipment (PPE) may be required

Working conditions and physical demands: This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.Attention Current Employees (Internal Applicants): If you are applying to a unionized position and you are a member of its bargaining unit, please be aware that this posting may remain open beyond the deadline if there are not enough applicants to fill the position(s). If the posting remains open after the initial deadline, VON may close the posting at its’ discretion or a rolling deadline equivalent to the posting period specified in your Collective Agreement will be deemed, and each successive period will be treated as a separate posting for purposes of comparing seniority between candidates.Other commonly searched for terms: Administrative Assistant, Medical Office Administrative Assistant, Clerk, Scheduling Clerk, Scheduler, Medical Administration, clerkVON Canada is committed to meeting the needs of persons with disabilities and to providing accessibility accommodations for candidates who require them. If you are in need of accessibility support, please visit our website at https://www.von.ca/en/accessibility for further details.VON Canada is committed to embracing and celebrating equity, diversity, and inclusion (EDI) as fundamental to living out our values of Respect, Compassion, and Excellence in all that we do.

Director, Client Experience Management – Scotiabank – Toronto, ON

Company: Scotiabank

Location: Toronto, ON

Expected salary:

Job date: Tue, 17 Dec 2024 23:43:16 GMT

Job description: Requisition ID: 212963Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.We are on a mission to transform our client experience function into a key value driver for Scotiabank. The Client Experience Management Office (XMO) 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 Director Client Experience Management, you will play an active role in the XMO team focusing on creating and driving global best practice. 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 market growth.Is this role right for you? In this role, you will:

  • Develop and implement 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.
  • Oversee the design and optimization of customer journeys, utilizing data and feedback to continuously improve the customer experience.
  • Build out the CX blueprint and provide expertise for business owners to align to the blueprint, supporting mapping, assessment and CX design for our priority journeys.
  • Oversee and manage the business case process for all initiatives and programs impacting Client Experience across the Canadian Bank to prioritize, ensure alignment and reduce overlap.
  • Facilitate the coordination and sequencing of Client Experience initiatives at the Value Realization Committee (VRC)
  • 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.
  • The Director will drive higher 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 client obsession embedding and facilitating client experience excellence and alignment within the Canadian Bank.

What’s in it for you?

  • Bachelor’s degree in Business, Marketing, Analytics, or a related field
  • 10+ years of relevant experience in Client Experience 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 resilientWhat’s in it for you?

  • Diversity, Equity, Inclusion & Allyship – We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
  • Accessibility and Workplace Accommodations – We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
  • Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
  • Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
  • Community Engagement – no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : TorontoScotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

Scotiabank is seeking a Director Client Experience Management to help drive growth and retention by delivering exceptional client experiences. The role involves developing and implementing a comprehensive CX strategy, overseeing customer journeys, managing business cases, and coordinating CX initiatives. The ideal candidate will have a strong background in client experience and strategy implementation, excellent communication skills, and the ability to collaborate across functions. Scotiabank places value on diversity, equity, and inclusion, and offers opportunities for career development, competitive rewards, and community engagement. Candidates interested in the role must apply online.

Director, Client Insights & Intelligence – Scotiabank – Toronto, ON

Company: Scotiabank

Location: Toronto, ON

Expected salary:

Job date: Tue, 17 Dec 2024 23:57:08 GMT

Job description: Requisition ID: 212964Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.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 Director Client Insights & Intelligence, you will be responsible for turning data into actionable strategies that drive client engagement and business growth across our Canadian Bank. In this influential role, you’ll partner closely with key stakeholders to shape the future of our client experience. The ideal candidate will have a deep understanding of client behavior, extensive experience leading data and analytics, is naturally curious and a strong storyteller capable of delivering insights across the organization.Is this role right for you? In this role, you will:

  • Lead the development of data-driven strategies to enhance client experience. Evolve Client Experience measurement by developing and leveraging rich client data and analytical capabilities to create predictive insights.
  • 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 that provide a 360-degree view of client experience to compel strategic action.
  • Improve connectivity with clients, anticipating behaviours, identifying CX issues and opportunities in real time.
  • Define KPIs and monitor client experience performance supporting data-driven decision-making.
  • Provide monthly CX Intelligence reports to Canadian Banking leadership, including bespoke CX analysis on client behaviors and pain points.
  • Develop client experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of client lifetime value.
  • 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.
  • Develop and deploy systematic actioning on client experience insights by cross-functional representatives, ensuring ongoing skill development and capability-building.
  • 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.

What’s in it for you?

  • Bachelor’s degree in Data Management, CRM Marketing, Statistics, Analytics, Market Research or a related field
  • 7-10 years of experience within data, analytics, data science and BI, with experience in a leadership capacity
  • Passion for client-first thinking and client centric design
  • Strong storyteller with a demonstrated ability to create shared vision, inspire collaboration, and drive change through data.
  • Expertise in developing predictive models to drive business results.
  • Deep understanding of digital analytics and the application of data science to solve business challenges.
  • Excellent communication skills, with the ability to translate complex data concepts into actionable business strategies.
  • 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.
  • Results, KPI, and accountability-oriented
  • Critical thinker, problem solver
  • Agile, persuasive, and resilient

What’s in it for you?

  • Diversity, Equity, Inclusion & Allyship – We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
  • Accessibility and Workplace Accommodations – We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
  • Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
  • Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
  • Community Engagement – no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : TorontoScotiabank is a leading bank in the Americas. Guided by our purpose: “for every future”, we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

The content provides information about a job opportunity as a Director of Client Insights & Intelligence at Scotiabank within the Client Experience Management Office (XMO). The role involves turning data into actionable strategies to enhance client experience and drive business growth. The ideal candidate should have experience in data analytics, a passion for client-first thinking, and strong communication skills. The content also highlights the benefits of working at Scotiabank, including diversity and inclusion initiatives, professional development opportunities, competitive rewards programs, and community engagement activities. Candidates interested in the role can apply online through the Scotiabank careers website.