Director, Personalization Build (Retail Client)

Scotiabank; Toronto; On-site; CAD 120,000 - 150,000; Full time

Job summary

A leading bank in the Americas is seeking a Director of Personalization Build to enhance customer engagement through strategic personalization initiatives. The role involves leading implementation efforts, ensuring compliance, and optimizing customer experiences across various channels. Ideal candidates will have a strong background in financial services, project management, and customer strategy, along with excellent communication and analytical skills.

Qualifications

• Several years of work experience in Financial Services and strategy development.
• Strong quantitative, analytical and conceptual problem solving skills.

Responsibilities

• Lead the day-to-day implementation of personalization efforts.
• Own the end-to-end customer experience related to personalization initiatives.
• Monitor the personalization engine for efficiency and performance.

Skills

Project Management

Analytical Skills

Communication

Customer Strategy

Problem Solving

Education

Post-secondary education in Business

MBA

Job description

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Title: Director, Personalization Build (Retail Client)

Requisition ID: 225306

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

As the Director, Personalization Build, you will be responsible for executing and optimizing the personalization program, focusing on bringing the strategic vision to life through implementation, continuous improvement, and direct customer-facing execution. This includes leading the day-to-day implementation of personalization efforts, owning the end-to-end customer experience, ensuring that the personalization initiatives are compliant with legal and regulatory requirements and using data-driven insights to optimize personalization algorithms and campaigns to improve engagement and conversion.

As a key member of the Personalization Program team, you will support the VP, Retail Client Personalization and Orchestration and work in collaboration with the Director, Personalization Strategy as well as key partners, including Technology, Marketing, Analytics, Retail Client Value and Product to develop an integrated, best in class implementation plan to support the Personalization program.

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

Lead and drive a client focused culture throughout their team and the Canadian Retail Bank to deepen client relationships and leverage broader Bank relationships, systems and knowledge

Lead the day-to-day implementation of personalization efforts, including the oversight of the Product Owners within the Personalization Domain, ensuring that strategies are translated into actionable, high value initiatives (e.g., personalized content, targeted offers, customer journeys) effectively and efficiently

Own the end-to-end customer experience related to personalization initiatives, ensuring that personalized touchpoints are delivered seamlessly and effectively across all channels (e.g., mobile, web, Client Experience Centre, virtual and physical branches)

Monitor the personalization engine to ensure it is working efficiently, scaling effectively and optimized for strong performance across personalization journeys, algorithms and campaigns (e.g., A/B testing, multivariate testing) to improve engagement and conversion and ensure they are relevant and continuously improved based on customer feedback and performance data

Support change management activities associated with the launch of new capabilities

Oversee the scaling and transformation of existing campaigns into new capabilities (e.g. SaaS, Pega)

Ensure that the implementation of personalization initiatives are compliant with legal and regulatory requirements and any risks related to personalized offerings are proactively addressed, working closely with Risk, Compliance, and Legal teams

Own vendor relationships associated with the Personalization program technologies

Develop and strengthen relationships within and outside the Retail Client Value team to drive partnerships to ensure successful implementation

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

Post-secondary education in Business; MBA or experience in strategy/management would be an asset

Several years of work experience in Financial Services, strategy development, project management and/or other fields with a demonstrated capacity to define and implement strategic initiatives

An excellent understanding of customer strategy, development and delivery, including personalization tactics and design across onboarding, campaign and offer ecosystem technologies

Knowledge of Canadian and international banking trends and products, particularly around personalization

Exceptional organization and project management skills, with the ability and desire to work and delivery results in a fast-paced, challenging and dynamic environment

Strong quantitative, analytical and conceptual problem solving skills, combined with outstanding business judgment and attention to detail

Ability to structure and scope complex problems, synthesize insights and develop solutions

Excellent understanding of the connection between the customer and employee experience to design, develop and deliver enhanced experiences

Proven ability to work as an effective team player and partner, building strong relationships, strategically influencing, motivating others, and working collaboratively across teams to facilitate teamwork and execute priority initiatives

Strong written and verbal communication skills and ability to synthesize and communicate key information to various audiences

Strong skills in being politically savvy and sensitive to cultural diversity

Comfortability working in a hybrid work environment

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.