Director, Personalization Build (Retail Client)

Scotiabank; Toronto; On-site; CAD 100,000 - 150,000; Full time

Job summary

A leading company is seeking a Director of Personalization Build to optimize their personalization program. This role involves executing strategic visions, enhancing customer experiences, and collaborating with various teams to ensure compliance and effectiveness in personalization initiatives.

Qualifications

• Several years of experience in Financial Services, strategy development, project management.
• Strong understanding of customer strategy, personalization tactics, and related technologies.

Responsibilities

• Lead and foster a client-focused culture within the team.
• Oversee the day-to-day execution of personalization initiatives.
• Manage vendor relationships related to personalization technology.

Skills

Project Management

Analytical Skills

Problem Solving

Communication

Education

Post-secondary education in Business

MBA

Job description

Director, Personalization Build (Retail Client)

Join to apply for the Director, Personalization Build (Retail Client) role at Scotiabank.

Requisition ID: 225306

Join a purpose-driven, high-performing team committed to results and inclusivity.

As the Director, Personalization Build, you will be responsible for executing and optimizing the personalization program, focusing on implementing the strategic vision through continuous improvement and customer-facing execution. Your role includes leading day-to-day personalization efforts, owning the end-to-end customer experience, ensuring compliance with legal and regulatory standards, and using data-driven insights to enhance personalization algorithms and campaigns to boost engagement and conversion.

You will support the VP of Retail Client Personalization and collaborate with key partners such as Technology, Marketing, Analytics, Retail Client Value, and Product teams to develop a comprehensive implementation plan for the Personalization program.

Key Responsibilities:

• Lead and foster a client-focused culture within the team and across the Canadian Retail Bank to deepen client relationships and leverage broader bank resources.
• Oversee the day-to-day execution of personalization initiatives, managing Product Owners within the Personalization Domain to translate strategies into high-value initiatives like personalized content, targeted offers, and customer journeys.
• Manage the end-to-end customer experience related to personalization, ensuring seamless delivery across all channels (mobile, web, branches, etc.).
• Monitor and optimize the personalization engine for efficiency, scalability, and performance, using A/B testing and other methods to improve engagement and relevance.
• Support change management activities for new capabilities and oversee scaling existing campaigns into new platforms (e.g., SaaS, Pega).
• Ensure personalization initiatives comply with legal and regulatory requirements, working closely with Risk, Compliance, and Legal teams.
• Manage vendor relationships related to personalization technology.
• Build and strengthen internal and external partnerships to facilitate successful implementation.

Required Skills and Qualifications:

• Post-secondary education in Business; an MBA or experience in strategy/management is advantageous.
• Several years of experience in Financial Services, strategy development, project management, or related fields, with a proven ability to implement strategic initiatives.
• Strong understanding of customer strategy, personalization tactics, and related technologies.
• Knowledge of banking trends and products, especially around personalization.
• Excellent organizational, project management, analytical, and problem-solving skills.
• Ability to structure complex problems, synthesize insights, and develop solutions.
• Strong communication skills and ability to influence and collaborate across teams.
• Culturally sensitive and politically savvy.
• Comfortable working in a hybrid environment.

Location: Toronto, Ontario, Canada.

Scotiabank is committed to diversity and inclusion. Accommodations are available upon request during the recruitment process. Candidates must apply online; only selected candidates will be contacted for interviews.