Senior Manager, Client -International Banking; English​/Spanish

Position: Senior Manager, Client Experience-International Banking (English/Spanish)
Requisition
Join a purpose-driven winning team, committed to results, in an inclusive and high-performing culture.
Scotiabank is Canada's most international bank, with an international presence unmatched by other Canadian Banks. Our operations include providing a full range of financial products, solutions and advice to retail, small business and commercial customers in Latin America, the Caribbean, Central America, and the Asia Pacific. In addition, our partnerships with associated corporations in China, Curacao, Thailand, and Venezuela provide an entire suite of personal, commercial, wealth management and insurance services to over 24 million customers globally.
Purpose  Responsible for designing, analyzing, and enhancing the end-to-end client journeys across International Commercial Banking markets. Working under the guidance of the Director, Client Experience and Value Proposition, this role supports the delivery of a client-centric strategy by identifying experience gaps, managing Voice of Client programs, and coordinating cross-functional initiatives that improve onboarding, servicing, and all key client journeys.
The ideal candidate brings strong analytical skills, a deep understanding of customer journeys, and the ability to translate insights into actionable experience improvements.

What You’ll Do:

Develop and execute client experience strategies across key client segments in International Commercial Banking.
Conduct end-to-end journey mapping and client experience diagnostics to uncover friction points and prioritize areas for improvement.
Collaborate with frontline teams, operations, product, and technology partners to identify experience pain points and co-develop solutions.
Drive continuous improvement initiatives that simplify processes, enhance personalization, and improve digital and in-person interactions.
Develop and maintain client experience dashboards and performance metrics (e.g., NPS, onboarding satisfaction, issue resolution time, etc.).
Coordinate pilot programs and A/B tests to evaluate proposed experience enhancements and measure impact.
Assist in embedding a client-centric culture by supporting training, communications, and recognition efforts in local markets.
Prepare reports and presentations for executive updates, committees, and governance forums.
Stay informed on client experience best practices, trends, and technologies to inform recommendations.
Liaises with business teams in 14 countries across Latin America and the Caribbean.
Oversees Client Experience best practices adoption and IB-wide alignment across regions.
Responsible for a portfolio of KPIs, reporting and data management initiatives encompassing multiple channels, segments, and products, focused around Client Experience.
Contributes to large, complex projects and initiatives spanning numerous IB Markets, business lines and functional areas, and involving large numbers of resources with diverse skills, abilities, backgrounds and competencies.
What You'll Bring:
Bachelor’s degree in business administration, Marketing, Economics, Behavioral Science or related fields; a Master’s degree is an asset.
5+ years of experience in client experience design, client strategy, or transformation roles.
Practical experience with journey mapping, customer feedback analytics, or service improvement projects in Banking, B2B or in relevant industries.
Familiarity with Voice of Client (VoC) platforms, NPS tools, and customer experience measurement frameworks.
Strong analytical and problem‑solving skills with the ability to synthesize insights into clear recommendations.
Comfortable working in cross‑functional teams with product, tech, operations, and frontline staff.
Experience presenting findings and recommendations to senior stakeholders.
Demonstrated ability to manage complex tasks independently and drive outcomes in matrixed environments.
Interested?  If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!
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