Manager, CX Innovation Leader

1 week 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 the success of our Retail Product lines.

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 to improve channel effectiveness and drive 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 to ensure technical solutions meet business needs and all aspects of the project are delivered as requested.
  • Oversee the execution of business and user acceptance testing and provide recommendations 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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