Manager, Digital Channels & Customer Engagement

Scotiabank; Toronto; Hybrid; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Growth opportunities

Recognition for high performance

Internal training

Job summary

Scotiabank is seeking a Manager of Digital Channels & Customer Engagement for Small Business Banking in Toronto. You will lead digital strategy, acquisition and retention initiatives, and partner with vendors to improve the digital customer experience.

The role requires 5+ years in financial services, strong stakeholder management, and a track record in design thinking and agile methods. You will create reports, monitor KPIs, and drive competitive insights to boost digital journeys.

Qualifications

• Thorough understanding of Design Thinking and Agile methodologies.
• Strong organizational skills to coordinate and prioritize several concurrent projects.
• Minimum of 5 years relevant work experience in the financial services industry, preferably within digital.
• Strong influencing skills and stakeholder management skills with the ability to influence both internal and external business partners across the organization.
• Ability to challenge the status quo and develop innovative solutions.
• Strong understanding of digital functionality, engagement channels, and trends with competitors and Fintech’s.
• Thorough understanding of digital and privacy regulatory environment.
• Thorough understanding of maintaining relationships with third-party vendors.
• Thorough understanding of the Small Business market segment including challenges, opportunities, competitive landscape, and products.
• Thorough understanding of Branch operations and sales environments.
• Thorough knowledge of the MS Office suite and awareness of Bank and customer technological environments.
• Excellent written and verbal communication, interpersonal, presentation and negotiating skills.
• University Degree (business/marketing/technology related), and product management or relevant field experience)

Responsibilities

• Develop Small Business digital strategy by working with the Senior Manager and stakeholders to craft acquisition, retention, and system enhancement tactics.
• Maintain awareness of industry trends and Fintech developments to inform enhancements.
• Create reporting to track tactic/channel performance and provide updates to the Senior Manager.
• Manage the Digital Acquisition process end-to-end for chosen products to optimize journeys and value propositions.
• Standardize funnel measurement and ensure prospect coverage across Digital Channel sales journeys.
• Improve funnel performance across onboarding applications for all Small Business segments.
• Develop insights and recommendations into digital journeys to boost sales and customer experience.
• Collaborate with traffic/leads owners to ensure quality traffic drives conversions.
• Identify and develop customer lifecycle interaction strategies to meet business objectives.
• Track project costs and provide regular updates using industry best practices and standards.

Skills

Design Thinking

Agile

Stakeholder Management

Digital Strategy

Analytics & Reporting

Communication

Education

University Degree (business/marketing/technology related)

Product management or relevant field experience

Tools

MS Office

Job description

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Title: Manager, Digital Channels & Customer Engagement

Requisition ID: 270180

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

What your role will be:

Manager, Digital Channels & Customer Engagement - Small Business Banking (Toronto, ON)

The incumbent supports the Senior Manager, Digital Channel & Customer Engagement to enhance the Small Business customer experience in digital channels by:

• Strategically influencing the digital strategy for acquisition, retention, and system enhancements in collaboration with key internal and external stakeholders.
• Recommending acquisition and retention tactics to engage the Small Business customers along the customer journey.
• Nurturing strategic alliances with third-party vendors to develop customer-centric programs to improve the digital customer experience.
• Monitoring Key Performance Indicators (KPIs) to ensure customer, Small Business, and Bank objectives are met and provide ongoing evaluation and recommendations to improve the customer experience.

What you will be doing:

Champions the Small Business digital strategy by:

• Working with the Senior Manager and key stakeholders to develop the Small Business acquisition, retention, and system enhancement tactics
• Maintaining a strong awareness of industry trends, competitor movements, emerging technologies (Fintech), in order to leverage insights and recommend enhancements
• Create reporting to track each tactic, channel performance, and provide regular updates to the Senior Manager

Executes approved digital initiatives to enhance the Small Business customer experience by:

• Managing the Digital Acquisition process for selected products with an end-to-end vision, from pre-funnel, funnel, and post-funnel phases to be able to make recommendations for improving processes, optimize digital journeys, and work with key stakeholders to adjust the value propositions for acquiring customers digitally
• Standardize operational processes to ensure adequate funnel measurement and prospect drop-off coverage across Digital Channel sales journeys
• Improve funnel performance across the onboarding application across all Small Business segments

Creates an effective feedback loop by:

• Developing insights and recommendations into the digital journeys design to improve sales performance and customer experience
• Work with owners of the source of traffic/leads to ensure traffic delivered into the funnel is delivering against conversion targets

Champions new tactics based on the feedback loop:

• Identify, conceptualize, and develop recommendations for customer lifecycle interactions strategies and initiatives that deliver on specific business objectives, in a fast-evolving digital landscape
• Track project costs to meet budget
• Provide project updates on a consistent basis and utilize industry best practices, techniques, and standards throughout entire project execution

Understands 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 their 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

What you need to succeed:

• Thorough understanding of Design Thinking and Agile methodologies
• Strong organizational skills to coordinate and prioritize several concurrent projects
• Minimum of 5 years relevant work experience in the financial services industry, preferably within digital
• Strong influencing skills and stakeholder management skills with the ability to influence both internal and external business partners across the organization
• Ability to challenge the status quo and develop innovative solutions
• Strong understanding of digital functionality, engagement channels, and trends with competitors and Fintech’s
• Thorough understanding of digital and privacy regulatory environment
• Thorough understanding of maintaining relationships with third-party vendors
• Thorough understanding of the Small Business market segment including challenges, opportunities, competitive landscape, and products
• Thorough understanding of Branch operations and sales environments
• Thorough knowledge of the MS Office suite and awareness of Bank and customer technological environments
• Excellent written and verbal communication, interpersonal, presentation and negotiating skills
• University Degree (business/marketing/technology related), and product management or relevant field experience)

What we’re offering:

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
• A competitive compensation and benefits package.
• An organization committed to making a difference in our communities– for you and our customers.
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• You’ll receive clear, transparent criteria to progress in your career.

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 our 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.

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