Manager, CX Innovation

Requisition ID : 203373

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

As the Manager, CX Innovation, you will contribute to the overall success of the CX Innovation and Channel Enablement team in Canada, working on various projects and enhancements that support Retail Product lines (i.e. Day-to-Day, Credit Cards, Investments, etc.), while interacting with internal technology teams and external third party vendors. In the role, you will ensure specific individual goals, plans and initiatives are delivered in support of the team's business strategies and objectives, and that all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role, you will :

• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Provide consultation to the business and product teams on use of existing offer functionalities for new offer constructs and manage the intake process for offer submissions from concept to testing and implementation
• Identifiy and support the development of process and operational efficiency opportunities by optimizing technology, centralizing core processes and through re-engineering
• Support issue escalation management and the dispute resolution of inquiries related to programs supported by the technology platform, working alongside business partners to understand and identify customer experience opportunities to reduce customer escalations and maintain platform integrity
• Manage governance structure with vendor including monthly 360 health checks and monitoring of SLA agreement management, incident response management, change management and financial management as per agreed upon contract, while managing overall performance and escalating as necessary
• Support Senior Manager with new strategic roadmap opportunities, coordination of monthly and quarterly business reviews, annual success planning and strategy sessions, and semi-annual customer journey retrospectives and planning
• 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

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have :

Location(s) : Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose : "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.