Strategic Channel Director, Customer Experience Enhancement
2 weeks ago
We are seeking a highly skilled Senior Channel Manager to join our team at Scotiabank. This is an exceptional opportunity for a seasoned professional to lead the optimization of customer and employee experiences across Social Media and Email channels.
About the RoleThe successful candidate will report directly to the Director of Channel Optimization e-Customer and be responsible for driving efficiency in these channels through sustainment, continuous improvement, optimization, and engagement for GCC. You will collaborate closely with internal partners (Strategy & Design, Business Lines, Technology, Analytics & Scotia Digital Teams) and external entities (third-party suppliers and consultants) to achieve this goal.
Key Responsibilities- Sustain and Optimize Channels: Collaborate with stakeholders across GCC, Technology, Digital, Analytics, Fraud, Compliance, and business channel teams to maintain, enhance, and simplify the experience across Social Media and Email channels.
- Product Ownership: Assume responsibility for Social Media and Email channels, including strategy, sustainment, ongoing improvements, communication, monthly product reporting, and P&L management.
- Efficiency Opportunities: Work with team members to review current platforms for potential improvements, extend functionality, and introduce enhancements to improve channel containment.
- Operational Readiness: Ensure frontline readiness for all enhancements by working with Change Management & Communication teams.
- Customer and Employee Feedback: Identify opportunities for improvement based on customer and employee feedback to drive operational efficiency.
- Industry Trends: Develop and maintain an understanding of industry trends and opportunities related to Social Media and Email contact centre technology and processes.
To succeed in this role, you will need:
- 5 years of Financial Services / Retail Banking experience
- Knowledge of Retail and Small business products, including self-service channels and communication access points to the Contact Centre
- Knowledge of emerging technologies in the Contact Centre industry and/or Social Media & Emails platforms; ability to evaluate solutions and options offered by service providers
- Previous Product Management experience is considered a strong asset
- Undergraduate degree in business or related field
- Bi-lingual in English and Spanish languages is considered an asset
We offer a competitive salary range of $120,000 - $150,000 per year, depending on experience. Additionally, we provide a comprehensive benefits package, including health, dental, and vision coverage, as well as a generous retirement plan.
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