Executive Channel Strategist, Digital Customer Experience

2 weeks ago

Toronto, Ontario, Canada Scotiabank Full time
About Scotiabank

Scotiabank is a leading bank in the Americas, guiding customers toward success through advice, products, and services across personal and commercial banking, wealth management, and more.


Salary Range:

$90,000 - $120,000 per year, depending on experience and qualifications.


Job Summary

The Senior Channel Manager plays a key role in improving the customer and employee experience across Social Media and Email channels. This includes focusing on channel usage through sustainment, continuous improvement, optimization, and engagement for GCC.


Key Responsibilities
  • Collaborate with stakeholders across GCC, Technology, Digital, Analytics, Fraud, Compliance, and business channel teams to sustain, optimize, and simplify the experience across Social Media and Email channels.
  • Product Ownership of Social Media and Email channels including strategy, sustainment, ongoing improvements, communication, monthly product reporting, and P&L management.
  • Work with team members to review current platforms for efficiency opportunities, extend functionality, and introduce enhancements to improve channel containment.
  • Ensure operational readiness for the frontline for all enhancements by working with Change Management & Communication teams.
  • Identify opportunities for improvement based on customer and employee feedback to drive operational efficiency.
  • Develop and maintain an understanding of industry trends and opportunities related to Social Media and Email contact centre technology and processes.
  • Responsible for cost and benefit allocation, forecasts for Social Media and Email channels, and vendor relationship management.
  • Contribute to the broader Bank strategy by building strategic relationships and alliances, assessing competitive positioning, and providing expert advice to the Contact Centre Executive Team.
  • Foster an inclusive and positive work environment, driving a high degree of engagement.

Requirements
  • 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.

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