Innovation and Channel Enablement Manager

2 weeks ago

Toronto, Ontario, Canada Scotiabank Full time

About the Role

We are seeking a highly skilled and experienced Manager, CX Innovation to join our team at Scotiabank. As a key member of our CX Innovation and Channel Enablement team, you will play a critical role in driving business growth and improving customer experience.

Key Responsibilities

  • Champion a customer-centric 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.

Requirements

  • Strong business acumen 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.

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