Digital Channels Change Lead – Customer Experience

Scotiabank; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading bank in the Americas is seeking a Digital Channels Change Management Lead to enhance customer experiences during product launches. The role involves collaborating across teams, improving change experiences, and ensuring customer feedback is actively managed. Ideal candidates will possess a PROSCI Change Management Certification, strong communications skills, and an understanding of project logistics. The position offers a diverse and inclusive work culture along with competitive rewards from day one.

Benefits

Diversity and Inclusion programs

Upskilling opportunities

Competitive rewards programs

Community engagement programs

Qualifications

• PROSCI Change Management Certification is essential.
• Experience in project logistics and operations is required.
• Strong communication skills across audiences, including executives.

Responsibilities

• Collaborates with multiple teams to develop change experience plans.
• Identify and improve bad customer change experiences.
• Drive validation and enablement of customer support models.
• Coordinate workstreams for product and service launches.
• Ensure customer feedback is captured and analyzed during launches.
• Escalate issues affecting customer experiences.

Skills

PROSCI Change Management Certification

Excellent communication skills

Experience in project logistics

Understanding of CASL compliance

Job description

A leading bank in the Americas is seeking a Digital Channels Change Management Lead to enhance customer experiences during product launches. The role involves collaborating across teams, improving change experiences, and ensuring customer feedback is actively managed. Ideal candidates will possess a PROSCI Change Management Certification, strong communications skills, and an understanding of project logistics. The position offers a diverse and inclusive work culture along with competitive rewards from day one.