Self Service Ecosystem & Customer Experience Manager

Scotiabank; Noord-Brabant; Híbrido; EUR 81.000 - 116.000; Jornada completa

Descripción de la vacante

Scotiabank is seeking a Manager, Self-Service Ecosystem & Customer Experience to drive the performance of self-service channels and the CX strategy across ATM, online/mobile, and digital platforms.

You will coordinate with Tech, Operations and business teams to optimize channel adoption, reduce friction, and improve NPS while ensuring regulatory compliance and risk controls.

Formación

• Bachelor’s degree in Business Administration, Engineering, Finance, or a related field.
• 4-6 years of experience in banking, customer experience, channels, or operations.
• Experience working with distribution channels (branch, digital, or self-service).
• Exposure to data analysis, customer journeys, or process improvement initiatives.
• Basic knowledge of agile methodologies is an asset.

Responsabilidades

• Oversee the day-to-day performance and availability of the self-service ecosystem (ATM network, Online & Mobile App, Retail Payment platforms).
• Ensure service levels, operational efficiency, and customer experience standards are met across all self-service channels by coordinating with stakeholders.
• Support the implementation of initiatives to increase the usage and adoption of self-service channels.
• Monitor transaction volumes and trends, identifying opportunities to improve channel utilization.
• Lead the communication process with internal stakeholders about outages and anticipated restoration timelines with ATM Monitoring & Support and Digital Factory teams.

Conocimientos

Customer-centric mindset

Analytical and problem-solving

Strong execution

Stakeholder coordination

Effective communication

Results-oriented

Adaptability and continuous

Project management

Educación

Bachelor’s degree in Business Administration, Engineering, Finance, or related field

Descripción del empleo

Requisition ID: 277945

Employee Referral Program – Potential Reward

We are committed to investing in our employees and helping you continue your career at Scotiabank.

Purpose

The Manager, Self-Service Ecosystem & Customer Experience is responsible for executing the country’s self-service ecosystem (ATM network, Digital Platforms - Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents, etc.) and Customer Experience (CX) strategy, overseeing the performance and continuous improvement of all self-service channels.

Additionally, the manager is responsible for addressing local challenges with all relevant stakeholders by coordinating working sessions to track the progress of open action items and provide status updates to the Retail Business Line and/or customers, working closely with the Technology Monitoring team to ensure the ATM fleet is optimally available to serve customers conducting their day-to-day transactions.

The role ensures the delivery of a seamless, customer-centric omnichannel experience while driving adoption of digital and self-service channels and improving operational efficiency through transaction migration and performance optimization.

Key Accountabilities

Self-Service Ecosystem Management

• Oversee the day-to-day performance and availability of the self-service ecosystem (ATM network, Digital Platforms - Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents, etc.).
• Ensure service levels, operational efficiency, and customer experience standards are met across all self-service channels by working closely with the relevant stakeholders to optimize the availability of retail digital banking channels and payment platforms, as applicable and noted above, to facilitate the achievement of transaction migration and digital adoption targets.
• Support the implementation of initiatives to increase the usage and adoption of self-service channels.
• Monitor transaction volumes and trends, identifying opportunities to improve channel utilization.
• Lead the communication process with internal stakeholders, advising of current and planned outages as well as anticipated service restoration timelines when self-service channels are down or out of service, in coordination with ATM Monitoring & Support and Digital Factory teams.

Channel Migration & Efficiency

• Execute transaction migration strategies to shift volume from high-cost to lower-cost channels (e.g., branch to self-service/digital).
• Track and support the optimization of Cost per Transaction (CPT) through channel performance improvements.
• Identify and implement opportunities to streamline processes and reduce customer effort.

Omnichannel Experience Integration

• Ensure consistency and alignment of customer experience across branches, digital platforms, and self-service channels.
• Collaborate with digital, product, and distribution teams to improve customer journeys across touchpoints.
• Support initiatives that reduce friction and enhance ease of use across channels.
• Liaise and work closely with stakeholders such as, but not limited to, Branches, Customer Service Unit, Real Estate, Operations Business Support, ATM Monitoring & Support, SSC, Caribbean Digital Factory, and Caribbean Retail Support to optimize retail digital channel usage and reliability

Customer Experience Execution

• Execute the country’s Customer Experience strategy as it relates to the self-service ecosystem, ensuring alignment with regional and global CX frameworks.
• Act as a voice of the customer by analyzing end-to-end customer journeys and identifying pain points and improvement opportunities.
• Support the design and implementation of initiatives to enhance customer satisfaction and loyalty.
• Monitor and track CX metrics (e.g., NPS), ensuring effective follow-up and action planning to address gaps.
• Promote a customer-centric culture within business units and distribution channels.

Data & Performance Management

• Analyze channel performance and CX data to generate insights and support decision-making.
• Prepare regular reporting on key metrics such as channel usage, adoption rates, and service performance.
• Contribute to a test-and-learn culture by supporting pilot initiatives and continuous improvement efforts.

Stakeholder Coordination

• Work closely with key stakeholders such as, but not limited to, Technology, Operations, Marketing, Risk, Compliance, and business teams to support initiative execution.
• Coordinate cross-functional efforts to ensure timely and effective delivery of self-service initiatives.
• Support vendor and partner coordination related to the self-service ecosystem.

Risk & Compliance

• Ensure all activities comply with internal policies, regulatory requirements, and risk frameworks.
• Identify and elevate operational, compliance, and customer experience risks when applicable.
• Promote adherence to the Bank’s risk culture and operational standards.

Key Skills

• Customer-centric mindset
• Analytical and problem-solving skills
• Strong execution and organizational skills
• Stakeholder coordination
• Effective communication (written and verbal)
• Results-oriented
• Adaptability and continuous improvement mindset
• Project management mindset will be an asset

Hierarchical Relationships (Job Titles Only)

Primary Reporting Line

Senior Manager, Self-Service Channels (English Caribbean Big Country)

Dotted Reporting Line

Senior Manager, Customer Experience (English Caribbean Big Country)

Direct Reports

N/A

Dimensions

• Supports management of 13-82 ATMs/IDMs.
• Supports oversight of 4+ Banking Agents (1 per country).
• Influences 98% of total retail transactions through self-service channels.
• Contributes to improvements in NPS, digital adoption, and Cost per Transaction.

Education / Experience / Other Information

• Bachelor’s degree in Business Administration, Engineering, Finance, or a related field.
• 4-6 years of experience in banking, customer experience, channels, or operations.
• Experience working with distribution channels (branch, digital, or self-service).
• Exposure to data analysis, customer journeys, or process improvement initiatives.
• Basic knowledge of agile methodologies is an asset.

Working Conditions

• Hybrid work model.
• Cross-functional collaboration with multiple stakeholders.
• Occasional travel may be required.

Location(s): Bahamas : New Providence : Nassau