Toronto Employment Platform

Director, Customer Experience Program – Retail Customer Value

Requisition ID: 105080Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.




The Customer Experience team at Scotia has the privilege of working across the bank for our two customers: our front line teams and the customers they serve.  We are a passionate group that focuses on removing barriers for our customers, creating great experiences for them and supporting a collaborative culture internally with the customer at the core of everything we do.


The Customer Experience Programs Director is key role for delivering our wholistic advice strategy, enabling the teams across Scotia to deliver a differentiated experience now and in the future.  In addition, this role is accountable for other transformational initiatives that drive customer-centricity and alignment across the Bank’s customer engagement models, initiatives and frameworks.  The CX Programs Director leads the development of foundational strategies and roadmaps to deepen and broaden customer relationships with the customer experience lens.


Key Accountabilities 


•    Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.


•    Responsible for enhancing the Bank’s advice framework, considering operational complexities, product needs, customer experiences and advisor experiences.


•    Develops strategies to enhance the advice operating model, considering front line capabilities, tools and engagement models across all channels and product groups. Designs, develops, and executes strategies for complex customer-centric, cross-channel Programs and initiatives to address specific business, process, and organizational needs to improve the customer experience for Canadian Banking customers across channels.


•    Liaises with key partners and leaders and within the Bank, and coordinates strategies and deployment plans between stakeholders in Data Analytics, Technology Innovation, Segmentation and Customer Value, to ensure Program alignment.


•    Creates and monitors reporting framework, metrics, KPIs and analyses for Customer Experience Programs; and leads development and delivery of key insights to senior leadership on a regular and ad-hoc basis.


•    Analyzes and refines strategies and tactics based on emerging macroeconomic trends, internal data and shifting priorities.


•    Manages relationships with cross-functional subject matter experts to lead problem-solving working sessions to identify opportunities and gaps within Programs to further develop strategy and tactics, as well as integrating disparate initiatives into broader Program strategy.


•    Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Who you are: You are a collaborator at heart who knows that creating an environment where all ideas are heard and shared produces the best outcome.  You are a keen listener and have a growth mindset – you are constantly open to new and better ways of doing things.  You are comfortable interacting with all levels of the organization and you have experience communicating to those levels.  You are a hard worker, who is dedicated to getting the job done.  You are kind, approachable, highly organized and are already a super-star in your current role at Scotia

•    Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. 


•    Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.



Education and Other Requirements



•    Experience leading large-scale business transformation programs


•    15 years+ of relevant experience in banking or consulting 


•    Experience leading high performing teams and influencing business stakeholders


•    Proven leadership on complex multi-stakeholder initiatives, with track record of delivering on time/budget


•    Undergraduate degree in business, finance, accounting, engineering, or related programs


•    MBA is an asset

Location(s):  Canada : Ontario : Toronto Scotiabank 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 click here. 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.

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