Manager, Beta

Requisition ID: 148444

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Digital Factory is an innovation hub with a clear and well-supported mandate to transform the way banking technology is delivered, by re-imaging the customer experience, to deliver new digital value propositions. We have the support and experience of one of the world’s largest banks behind us and a talented, and growing, team of industry leaders driving us forward.

Do you want to help us reinvent how people bank? At the Scotiabank Digital Factory, we are passionate about transforming the customer experience.

We’re looking to fill our team with influencers, makers, creators and leaders who are flexible, curious, adventurous, versatile and responsive; and who are ready to roll up their sleeves in a collaborative and productive environment to get things done.

By joining our team, you will make an impact on our customers, the banking industry, and ultimately, the world.

**About the role**

As a Manager, Beta & Engagement Programs, you will contribute to the overall success of the digital customer change management practice in Toronto, Canada

You will be working on software beta programs which allow us to co-create the future of digital banking with the people who matter most — our customers. We are looking for a person who is passionate about customer experience, customer service, and cutting-edge technology.

**Is this role right for you?**
- Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Gain a broad understanding of like projects and initiatives within other areas and bring best practices to Digital Customer Experience
- Support beta programs:

- Contribute to the ongoing design, development, and execution of programs and initiatives focused on driving a customer-centric experience to ensure long-term effectiveness and sustainment.
- Support the creation and management of end-to-end project plans, including recruitment, onboarding and engagement communications, feedback loops, technology, and partner engagement.
- Lead the execution and delivery of new strategies to optimize the beta user experience and, ultimately, the customer experience, with an end-to-end view of the user/customer journey, as defined by the Senior Manager.
- Create and monitor task lists with detailed project activities
- Coordinate with internal stakeholders and beta participants as appropriate - scheduling, communications, etc.
- Support reporting throughout the lifecycle of beta programs to share meaningful insights/opportunities back to stakeholders through various mediums.
- Create and test Qualtrics forms, including surveys and registration forms.
- Support, when necessary, beta feedback collection and tracking of common themes, KPIs, and success metrics definition and monitoring strategies.
- Support, when necessary, the development of the Scotia Digital Community platform.
- Efficiently maintain updates to resources owned/managed by the Beta & Engagement Programs team, contributing to the evolution of the content of same.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursue effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Champion a high-performance environment and contribute to an inclusive work environment.

**Do you have the skills that will enable you to succeed in this role?**
- You have 3+ years relevant experience, preferably in banking, financial services or customer experience
- You have advanced proficiency with MS Office (in particular PowerPoint and Excel)
- Previous experience working in digital product development process and/or customer experience related roles is considered an asset
- Previous beta pilot experience and experience managing customer communities is considered an asset.
- You have strong organizational skills and have a proven track record working well under pressure to complete and/or manage multiple projects/initiatives in an efficient and timely manner.
- You have strong project management skills, capable of developing and executing plans. Certification in Project Manager is preferred
- You have strong planning, problem-solving and data analytics skills to support decision making
- You have a high level of flexibility to adapt quickly and deliver results in a challenging and changing environment
- You have excellent communication skills (written, verbal and listening)
- You have a proactive nature, a sense of urgency, and a high degree of self-motivation.
- You maintain curiosity and out of box t