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

Scotiabank; Toronto; On-site; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Internal training

Inclusive environment

Job summary

Scotiabank is seeking a Senior Manager, Client Insights and Measurement to transform data into actionable strategies that drive client engagement and growth. You will partner with stakeholders across Canadian Banking to shape client experiences, deliver monthly CX reports, and lead end-to-end research initiatives.

The role requires 7+ years in financial services or customer experience measurement, strong analytical skills, and experience with Qualtrics/Medallia.

Qualifications

• Bachelor's degree in Data Management, CRM Marketing, Statistics, Analytics, Market Research or a related field
• 7+ years of experience in financial services, market research or customer experience measurement
• Hands-on experience with Qualtrics and/or Medallia
• Strong quantitative judgment and analytical skills
• Proven ability to interpret data and present insights to executives

Responsibilities

• Supports the Client Experience Management Office in developing data-driven strategies to enhance client experience.
• Aggregate data from across Canadian Banking and collaborate with Canadian Analytics and Global Brand and Customer Insights.
• Partner with cross-functional teams to define business needs and research approaches.
• Design end-to-end research projects with Global Brand and Customer Insights.
• Develop monthly CX reports for Canadian Banking leadership with bespoke analysis of client behaviors and pain points.
• Monitor data sources, investigate discrepancies, and ensure reporting accuracy.
• Leverage market and competitor analysis to inform strategic decisions.
• Align analytics with business objectives; promote data-driven insights across teams.

Skills

Data analysis

Stakeholder management

Qualtrics

Medallia

Client experience

Cross-functional

Executive presentations

Excel VBA

PowerPoint

SPSS

R

Education

Bachelor's degree in analytics/related field

Tools

Qualtrics

Medallia

SPSS

Excel

Job description

Requisition ID: 268065

Join 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 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.

Skills

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

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.