Director, Client Experience Design & Strategy - CX Management Office

Scotiabank; Toronto; On-site; CAD 120,000 - 160,000; Full time

Job summary

Scotiabank in Toronto, Ontario is seeking a Director of Client Experience Design & Strategy to lead the CX Management Office, shaping the vision and roadmap for journey execution across the Canadian Banking client experience.

You will partner with Channel and Product leaders, Marketing, and other stakeholders to deliver transformative experiences, drive growth, and continuously improve satisfaction and retention through data-driven design and agile practices.

Qualifications

• Bachelor’s degree in Business, Design or a related field.
• MBA is an asset.
• 10+ years of relevant experience in Client Experience, Service Design, Product Design and/or Strategy implementation & execution.

Responsibilities

• Lead the design and optimization of customer journeys, utilizing data and feedback to continuously improve the customer experience.
• Develop a comprehensive CX Strategy for the Canadian Bank aligned with organizational goals.
• Provide experience design CB teams, including journey mapping, persona development, focus groups, user research, early adopter engagement, and rollout readiness assessments.
• Lead and influence senior leadership to identify and align on highest value CX opportunities.

Skills

CX Strategy

Journey Mapping

Stakeholder Collaboration

Leadership

Data Analytics

Education

Bachelor's degree in Business/Design or related field

MBA (asset)

Job description

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Title: Director, Client Experience Design & Strategy - CX Management Office

Requisition ID: 270236

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

We are on a mission to continue 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 reimagine how we serve our clients end to end. We have an opportunity to turn moments of friction into moments of trust.

As a Director Client Experience Design & Strategy, you will play an active role in the XMO team focusing on creating and driving the vision and roadmap for journey execution. 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 growth.

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

• Work across the team to support the development of 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.
• Lead the design and optimization of customer journeys, utilizing data and feedback to continuously improve the customer experience.
• Provide experience design CB teams, including journey mapping, persona development, focus groups, user research, early adopter engagement, and rollout readiness assessments.
• 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.
• Drive high 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 experimentation, continuous learning, and evidence-based decision-making across the organization.

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 Business, Design or a related field. MBA is an asset.
• 10+ years of relevant experience in Client Experience, Service Design, Product Design 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 resilient

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

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.