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Manager, Customer Experience Innovation
2 months ago
We are seeking a highly skilled and experienced Manager, Customer Experience 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 customer satisfaction through innovative solutions and strategic partnerships.
Key Responsibilities- Customer-Centric Culture Champion: Foster a customer-focused culture that deepens client relationships and leverages broader Bank relationships, systems, and knowledge.
- Offer Management Expert: Oversee the design and implementation of new offer management capabilities and features, enabling the Retail Customer Value (RCV) team to improve channel effectiveness and deliver long-term sustainable primary customer growth.
- Strategic Partnership Lead: Lead working sessions with technology and business partners to define scope of current state and future state integrations, including cost and use case outputs.
- User Experience Specialist: 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.
- Technical Solution Expert: 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.
- Business and User Acceptance Testing: Oversee the execution of business and user acceptance testing and provide recommendations for sign-off.
- Problem-Solving Expert: Facilitate problem-solving as required, working closely with design, development, and delivery teams on implementation challenges.
- Evergreen Feature Implementation: 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.
- Reporting and Communication: Prepare timely status updates, reports, and presentations to executives and partners.
- Risk Management: Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- High-Performance Environment: Champion a high-performance environment and contribute to an inclusive work environment.
- Business Acumen: Strong business sense with knowledge of financial concepts and the ability to apply them to business situations.
- Agility and Transformation: Agility in delivering transformation projects, technology solutions, and innovations.
- Results-Oriented Mindset: A results-oriented mindset with the ability to identify and pursue opportunities to increase revenues, decrease costs, and mitigate risks.
- Innovation and Communication: Ability to innovate and communicate new ideas, while inspiring strong support amongst teams.
- Change Management: Experience leading change initiatives within large, complex organizations.
- Stakeholder Management: 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.
- Strategic Influencing: Strong strategic influencing, coordination, prioritization, and execution skills.
- Communication Skills: Excellent written and verbal communication skills with the ability to synthesize and articulate key information to various audiences.
