Please be advised that our Careers site will be unavailable from November 28 at 12am ET to November 29 12am ET for scheduled system maintenance.

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

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. 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 ~ Solid 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. ~ Exceptional communication and relationship-building abilities across all levels of the organization, with the ability to collaborate effectively with cross-functional teams. ~ Agile, persuasive, and resilient Internal training to support your growth and enhance your skills 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.

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. #

📌 Director, Client Experience Design & Strategy - CX Management Office (Toronto)
🏢 Scotiabank
📍 Toronto