Manager, Customer Experience

3 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 188529

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

**Global Banking and Markets**
- Global Banking and Markets (GBM) is a leading Canadian Capital Markets and Investment Banking business with a growing platform in the US and Latin America, operating globally for over 100 years. Scotiabank’s strong U.S. presence provides our clients an important bridge to this key global market for trade and investment flows across the Americas and the world._
- Global Banking & Markets provides a full range of investment banking, credit and risk management products and services relevant to the financing and strategic development needs of our clients. Our products include debt and equity financing, mergers & acquisitions, corporate banking, institutional equity sales, trading and research, fixed income products, derivatives, energy, foreign exchange and precious & metals. We also cross-sell the full range of wholesale products and services offered by the Scotiabank Group._
- Be part of an innovative, Global Capital Markets and Investment Banking business with a unique geographic footprint that puts capital to work for our clients across industries We work together to drive ambition for every future_

**Purpose**
The Manager, Program Development supports across the Customer & Employee Experience portfolio within Global Business Payments (GBP) by developing and deploying initiatives/programs aligned with driving strategic priorities related to customer experience, employee engagement, employee onboarding, and other initiatives in support of leadership priorities and objectives.

Working closely with all areas of the department and partners, the Manager proactively identifies opportunities for improving existing Customer & Employee Experience initiatives, leads the development of new programs that are tailored to GBP employees, and oversees the coordination, execution, content curation and scheduling in support of the Senior Manager, Customer & Employee Experience. This includes maintaining the Customer & Employee Experience initiatives calendar, intake process, and coordinating logistics for launch.

The incumbent must be organized, innovative, collaborative, a strong communicator, have a demonstrated ability to manage multiple projects at once, and work effectively with internal stakeholders within GBP and across business lines.

The Manager, Program Development also provides strong support to the Senior Manager, Customer & Employee Experience in driving GBP’s comprehensive Customer & Employee Experience strategy and operational plan that will encourage engagement in key-targeted areas, while maintaining appropriate risk management and meeting regulatory standards.

This role requires the ability to manage projects, communicate strongly (including effective marketing and communications) and support external vendor relationships and project plans.

**What You’ll Do**
**Drive Customer & Employee Experience initiatives through**:

- Developing and maintaining initiatives for GBP staff, including ScotiaPulse, employee onboarding, Master Class, Best of the Best, and more.
- Driving initiatives/programs aligned with driving strategic priorities related to customer experience, employee engagement, employee onboarding and other initiatives in support of leadership priorities and objectives as required.
- Identifying, sourcing and compiling content for initiative delivery across the portfolio, working with partners and teams across HR, Learning & Development, and Products/Sales teams
- Developing GBP engagement methodologies and supporting strategies.
- Partnering with internal partners to ensure initiatives are effective, efficient, and meeting business requirements.
- Researching best practices and recommending innovative engagement techniques
- Evaluating current and potential Customer & Employee Experience initiatives to determine value and effectiveness in a changing business environment.

**Quality Assurance Management - maintenance of ongoing initiatives quality standards**
- Ensuring effective Quality Assurance and effectiveness measures are in place to enable continuous improvement and quality delivery
- Managing programs to ensure a consistent approach is used across GBP
- Acting as a consultant for Customer & Employee Experience and implementation for all GBP
- Overseeing the execution of tactics and ensuring continuous improvement (surveys, focus groups, etc.); compiling summary insights for management to help drive quality

**Measure success of Customer & Employee Experience initiatives**
- Obtaining feedback for all initiatives to ensure that programs are relevant and effective
- Leading the success of engagement through measurements such as metrics, audience reach and other analytical data and adapting necessary changes to meet targets
- Providing input and support to Senior Manager on regular reporting/dashboards on programs across the

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