Senior Manager, Client Experience Strategy

Shape client engagement strategies with Scotiabank as a Senior Manager focused on delivering exceptional business banking experiences in Toronto, Ontario. Drive acquisition and retention by leading segment-specific initiatives.
As a Senior Manager on the Business Banking team, you will report to the Director, Client Experience and Partnerships. This role emphasizes the development of customer segment-specific strategies, collaborating with stakeholders to prioritize client needs, and analyzing their journeys. Your focus will also be on external market trends and customer expectations.
Key Responsibilities:
• Develop and execute segment-specific strategies for client retention
• Map current customer journeys and identify pain points
• Design future state journeys based on Voice of the Customer feedback
• Lead strategic initiatives and market research efforts
• Foster a customer-focused culture to deepen client relationships
Requirements:
• Proven experience in...