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Katherine Hayward

Katherine Hayward is Vice President of Customer Experience at Scotiabank’s International Bank

Katherine is responsible for the experience Scotiabank delivers to its 8 million customers through its branches in Latin America and the Caribbean. Her team is responsible for the sales and service experiences delivered, enhancing the skills and tools of the branch staff to enable them to deliver a superior customer experience. The team designs and governs the customer experience model, branch skills training, sales management frameworks, branch structure, the location and design of branches and the design and implementation of the branch CRM technology.

Katherine’s first role at Scotiabank was designing and launching the Premium Banking proposition which provides a unique customer experience for the mass affluent segment in the 10 largest International Banking markets. Prior to joining Scotiabank in 2011, Katherine worked in strategic, marketing and analytics roles in National Australia Bank in Melbourne and Barclays Bank in London, having started her career as a consultant at the Boston Consulting Group. Katherine has a Masters Degree in Materials Sciences and Metallurgy from Cambridge University.