Our Ability Jobs

Manager, CX Innovation

Requisition ID: 206714

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

As the Manager, CX Innovation, you will contribute to the overall success of the CX Innovation and Channel Enablement team in Canada, working on various projects and enhancements that support Retail Product lines (i.e. Day-to-Day, Credit Cards, Investments, etc.), while interacting with internal technology teams and external third party vendors. In the role, you will ensure specific individual goals, plans and initiatives are delivered in support of the team’s business strategies and objectives, and that all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role, you will:

• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge

• Oversee the design and implementation of new offer management capabilities and features enabling the Retail Customer Value (RCV) team to improve channel effectiveness, while delivering long term sustainable primary customer growth

• Lead working sessions with technology and business partners to define scope of current state and future state integrations including cost and use case outputs

• Use market and industry knowledge to translate user needs into user stories and acceptance criteria while maintaining a backlog ready to be consumed by the team

• Collaborate with IT&S teams on full end-to-end execution of changes (Concept to QA to Implementation) to ensure technical solutions meet business needs and all aspects of the project are delivered as requested, including key metrics achieved, continual improvement of capabilities and customer experience

• Oversee the execution of business and user acceptance testing and provide recommendation for sign-off

• Facilitate problem solving as required, working closely with design, development, and delivery teams on implementation challenges

• Support Evergreen feature implementation; testing and execution of new features or platform maintenance activities to ensure changes to the platforms continue to meet business needs and mitigate potential risks/issues arising from these changes

• Prepare timely status updates, reports, and presentations to executives and partners

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions

• Champion a high performance environment and contribute to an inclusive work environment

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Strong business sense with knowledge of financial concepts and the ability to apply them to business situations

• Agility in delivering transformation projects, technology solutions and innovations

• A results oriented mindset with the ability to identify and pursue opportunities to increase revenues, decrease costs and mitigate risks

• Ability to innovate and communicate new ideas, while inspiring strong support amongst teams

• Experience leading change initiatives within large, complex organizations

• Strong internal and external stakeholder and vendor relationship management skills, with demonstrated ability to collaborate across multiple business lines and effectively balance the needs of partners

• Strong strategic influencing, coordination, prioritization and execution skills

• Excellent written and verbal communication skills with the ability to synthesize and articulate key information to various audiences

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, pleaseclick here (https://www.scotiabank.com/careers/en/careers/technical-support-for-applicants.html) . 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.