Customer Segment Lead, High-net-worth, Scotia Digital

Job title: Customer Segment Lead, High-net-worth, Scotia Digital

Job description: Requisition ID: 107317

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

The high-net-worth customer segment lead will develop a holistic understanding of the unique needs and experiences of these customers and advocate for tailoring to them with our partners in design, product, engineering, and various teams across the bank, as we deliver new product and service offerings. The right person for this role has a strong interest in improving customer satisfaction, loyalty, advocacy across each touchpoint, and in creating curated luxury service experiences.

The customer segment lead contributes to the overall success of the Design Community of Practice in the Digital Customer Experience team, ensuring specific individual goals, plans, initiatives are executed / delivered in support of Scotiabank’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you?

• Curates and maintains a cohesive, ongoing point of view about the high-net-worth customer segment and their digital experience – highlighting the unique needs and challenges, bright spots, gaps, key moments of truth and dimensions specific to that segment – so that we are better positioned to advance the overall digital experience of these customers, more purposefully across our digital journeys.
• Acts as a stakeholder and partner for Digital Design & Product Development teams, helping to inform prioritization and roadmap decisions impacting high-net-worth customers, and driving systemic education & awareness within these teams about the overall segment experience, the gaps within our current experiences & where we need to invest further, and the consequences to that experience of the choices we make in design & product.
• Acts as the expert digital representative and primary interface for the high-net-worth segment with key partner functions across the Bank: liaising with partners and advocating for the digital investments required as part of the Bank’s broader focus on that segment, driving education & awareness in x-Bank programs on the realities involved in digital investment for key customer journeys, etc.
• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Drives a customer-focused culture across multiple workstreams and teams, leveraging a wide network of cross-bank relationships, systems and BNS landscape knowledge to effectively ensure the customer wins over traditional product and LoB mandates
• Develops strategy, KPIs and experience principles for segment-specific programs that marry customer and business needs effectively to drive results
• Drives insights by commission research from DCOP, GBCI or external teams to inform strategy around the customer segment. Ensure programs properly integrate bank data and a quantitative approach to align programs with revenue opportunities
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high-performance environment and contributes to an inclusive work environment.
• Supports the director of customer segment experience with developing and practising CX techniques, new strategic CX assets, measurement and benchmarking, and standardizing the DCOP approach.
• Supports the development and tracking of progress against CX-related KPIs, and lead analysis into customer problems
• Partners with Digital Product and Marketing teams on implementing the approach in a ‘coach’ role.
• Leverages bank relationships and form new partnerships to increase DCOP influence of the broader customer experience for assigned segment
• Maintains a leadership position for Digital CX by representing Digital CX in forums such as Canadian Banking CX, Service Effectiveness, Customer Value etc. Participate in existing CX programs and groups such as Digital Citizenship, Adoption/Migration etc.
• Identifies digital CX opportunities specific to the assigned segment that are currently being missed in existing and planned bank activities, and advocate to integrate digital CX components within such bank activities
• Works to cement CX and Digital CX as a stakeholder with greater organizational impact, budget etc.

Do you have the skills that will enable you to succeed?

• Significant experience serving or supporting high-net-worth customers
• Understanding of wealth management industry
• High level of experience in experience design, product, content, marketing, research and program management
• Experience with transformation, Stakeholder Management and Strategy Initiatives
• Skilled relationship management including, influencing senior executive decisions
• Proven ability to lead cross-functional teams
• Data/analytics proficiency to proactively pursue and harness data insights to drive CX decisions
• Sufficient technical acumen to collaborate with product development teams on platform-level work that advances the Digital CX agenda
• Excellent verbal and written communication skills, ability to communicate on a broad spectrum (from deep technical discussions to high level executive vision)
• Work experience in facilitation and fact-based problem solving to resolve complex issues and drive actionable outcomes
• 10 – 15 years of digital, strategy, marketing or technology experience, financial services experience an asset

What’s in it for you?

• We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success!
• We provide you with the tools and technology needed to create meaningful customer experiences
• You’ll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
• We hire you for your talent — not just a job — so you can grow with us. We’ll equip you for success not only in your role, but also in your career as a whole
• Dress codes don’t apply here: being comfortable does
• Our work from home social channel offers weekly virtual yoga, social events, learning opportunities, and contests to share current experiences & promote wellbeing in our new remote environment
• Access to thousands of online and in-person courses so you can hone your current skills, or learn new ones
• A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision, and dental benefits that start from day one and much more!
• Free shuttle service to and from Union Station, onsite subsidized cafeteria with a chef, and an onsite fitness center *

*Some of our perks & onsite offerings will be offline as we continue to monitor federal and provincial regulations around COVID-19.

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 . 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.

Company: Scotiabank

Expected salary:

Location: Toronto, ON

Job date: Wed, 16 Jun 2021 06:04:50 GMT