Location Address:Toronto/Hybrid: 3 days in-office
Anchor days: Mondays, remaining days are Flexible
Contract Duration: 11/02/2026 to 10/29/2027 (Possibility of extension)
Schedule Hours: 9am-5pm Monday-Friday; standard 37.5 hrs/week
Story Behind the Need
Business group: Client Experience Management Office
Project: We are on a mission to transform our client experience function into a key value driver for Scotiabank. The Client Experience Office 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.
Reason: Meet growing organization demands for client insights.
Key Accountabilities:
- 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 behaviours 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.
Must have skills:
- 8+ years of relevant experience Market research, or insights roles
- 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 (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
Nice to have:
• Able to manage multiple stakeholders and form cross-functional partnerships
• Able to manage multiple time-sensitive projects simultaneously
Education:
• Bachelor’s Degree level or relevant experience
Best VS. Average Candidate:
The ideal candidate will be a strong Research Analyst with:
- Market research - Supplier or Vendor side recent experience for at least 25% of their overall experience.
- Nielsen cannot be the only research background that they have
- Must have had Canadian research experience.
Candidate Review & Selection
Interview format:
2 rounds
- 1st round 30minswith HM – Teams with the hiring manager
- - 2nd round 60 mins inperson interview with Panel and Case study presentation