Director, Client Experience - Montreal, QC
Scotiabank
Date: 1 day ago
City: Montreal, Quebec
Contract type: Full time
Requisition ID: 230463
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
The Director, Client Experience plays a critical role in Scotiabank’s GrowQC strategy. Their mandate is to build and lead the implementation of a comprehensive roadmap to ensure we deliver exceptional end-to-end experience to Quebec customers across all steps of their journey. Scope will focus on Commercial and Wealth Management clients but can also support overall efforts to enhance quality of service provided to all QC customers.
The Director also leads a team that tracks and handles major regional client servicing issues and complaints, as well as oversees escalation and resolution process. In addition, this position supports efforts to drive client primacy through cross-sell opportunities and integrated client journeys.
Is this role right for you? In this role, you will:
Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English, in addition to French because they will be required to work closely with other groups from head office who operate primarily in English, and they will serve and English-speaking clientele.
Location(s): Canada : Quebec : Montreal
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
The Director, Client Experience plays a critical role in Scotiabank’s GrowQC strategy. Their mandate is to build and lead the implementation of a comprehensive roadmap to ensure we deliver exceptional end-to-end experience to Quebec customers across all steps of their journey. Scope will focus on Commercial and Wealth Management clients but can also support overall efforts to enhance quality of service provided to all QC customers.
The Director also leads a team that tracks and handles major regional client servicing issues and complaints, as well as oversees escalation and resolution process. In addition, this position supports efforts to drive client primacy through cross-sell opportunities and integrated client journeys.
Is this role right for you? In this role, you will:
- Define and oversee execution of a comprehensive strategy to ensure seamless customer experience across Commercial, Wealth, Retail and GBM, in partnership with appropriate Head Office Customer Experience teams.
- Build a program to accelerate time to value and capitalize on positive experiences to transform turn clients into willing ambassadors.
- Work with business lines to review new client onboarding processes and identify improvement opportunities.
- Leverage existing and new customer feedback tools to gain insights on client service gaps and pain points to inform client experience strategies and designs.
- Strategically influence multiple stakeholder involved in various customer journeys by fostering a culture of client advocacy and innovation, and a shared ambition to deliver best-in-class service experiences across all touchpoints and channels.
- Lead multidisciplinary regional client coverage teams to ensure strong execution of targeted client onboardings.
- Conduct monthly portfolio reviews to identify high-complexity or at-risk clients and/or situations, and build plans to ensure optimal experiences.
- Ensure a reliable intake process for major servicing issues or client feedback.
- Follow-up to ensure incident resolution and communication of solution to clients and Relationship Managers / leaders.
- Document issues and resolutions to extract best practices and inform future process design to avoid repetition of issues by tackling root causes.
- Partner with business lines and reporting & analytics teams to document successes and understand trends / roadblocks to increase client opportunities and recommend mitigation tactics.
- 10+ years of relevant experience
- Bachelor’s degree in business, or a related field
- Excellent verbal and written communication skills are essential, in French and English
- Expert knowledge of project management, process design, client research, and data & analytics notions, acquired through a combination of theoretical training and practical experience
- Expert problem-solving and interpersonal skills, combined with the ability to negotiate and handle delicate situations & issues, always with a professional and solution-oriented approach
- Experience in a complex matrix-operating organization and highly regulated industry as well as good knowledge of Banking / Wealth Management products and services is desirable
- Experience leading a team of cross-functional technical subject matter experts is an asset
- Strong proficiency in reporting and presentation tools, with advanced skills in Excel and PowerPoint
- Demonstrates a structured mindset, enabling the development of scalable and effective solutions
- 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!
Pursuant to a language needs assessment conducted by Scotiabank, the successful candidate will be required to be able to communicate in English, in addition to French because they will be required to work closely with other groups from head office who operate primarily in English, and they will serve and English-speaking clientele.
Location(s): Canada : Quebec : Montreal
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