Requisition ID: 183497

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

Contributes to the overall success of the enterprise Digital Customer Advocacy Team, ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in-compliance with governing regulations, internal policies and procedures.

Is this role right for you?

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Assist in the development of a customer-obsessed culture by:

• Aggregating, curating, and analyzing all customer data (qualitative & quantitative) inputs from user listening platforms such as NPS, App Store reviews, design research, social media, and frontline help channels to formulate key customer insights, in close partnership with our colleagues in digital analytics
• Identifying high frequency root causes and support actionable plans to increase customer happiness through material changes to our products and services
• Creating and presenting easily-interpreted and data rich reports that will help to influence and challenge project partners
• Investigating pain points and generating hypothesis backed by data to help us better understand our customer’s digital experience

Manage customer experience metrics framework for online & mobile banking products by:

• Supporting the implementation of appropriate feedback capture methods across various touchpoints to ensure a robust customer feedback loop
• Acting as an CX data SME for Digital Banking, providing insight and presenting feedback to Digital teams and partners across the bank as required.
• Investigating and identifying reasons for trend variances in reported results.
• Creating and maintaining CX dashboards that will provide project partners and stakeholders near real-time access to KPI reporting and CX metrics.

Support the continuous improvement of our customer advocacy discipline within Digital Banking by:

• Gathering market information from a range of sources on an ongoing basis to inform the evolution of our customer experience analytics strategy
• Partnering with the strategic foresight and service design teams to understand macro-level trends related to customer feedback best practices
• Liaising with internal stakeholders to contribute to the evolution of the customer experience we offer our digital customers
• Developing a thorough understanding of bank targets, processes, and practices currently in place to understand gaps and barriers to CX improvements

Supports the creation of customer journeys for measurement improvement of customer experience

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her 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.
• Champions a high-performance environment and contributes to an inclusive work environment.
• Passionate about customer advocacy and a customer-first mindset, self-starter who enjoys to take the initiative and investigate root causes to have a better understanding of the customer experience
• High engagement role requiring proven skills in the areas of communication, problem solving, and relationship management
• Curiosity on how “customer experience” is evolving and the role of technology. Exceptional data analytical skills to drive business insights and opportunities

Do you have the skills that will enable you to succeed in this role?

• University education in Business, Computer Sciences, Electrical/Computer/Software Engineering, Mathematics or equivalent experience.
• Experience cleaning, transforming and visualizing large data sets working with various data formats (e.g. Excel, unstructured logs, XML, JSON, flat files, SAS, CSV,)
• Knowledge of Data Analysis or manipulation tools for working with data (e.g., SQL, DB2, MySQL, Python, R)
• Experience using and implementing visualization tools like Excel, or Power BI,
• Experience with UNIX tools and shell scripting
• Significant knowledge of NLP models (e.g. Clustering Text Mining Techniques, LDA Topic Modeling)
• Knowledge of banking products and reporting systems are an asset (including finance systems, Enterprise Data Warehouse and Enterprise Data Lake)
• Experience with the creation of customer journeys leveraging data
• Experience with Clarabridge, Medallia, Qualtrics an asset
• French and/or Spanish proficiency an asset

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Remote-friendly work environment will provide you with the flexibility to perform at your best.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Dynamic Office - Fully equipped gym, showers, games room, bowling alley, micro market, free tea & coffee, universal washrooms, wellness rooms, and lots of space for team collaboration.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Work arrangements: Hybrid


#LI-Hybrid

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.