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Title:  Head of Design - Tangerine

 

Requisition ID: 65870

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

 

 

Purpose

 

Provides strategic direction, leadership and oversight for Client Experience Design ensuring business strategies, plans and initiatives are supported in compliance with governing regulations, internal policies and procedures.

 

The Head of Design reports to the Chief Executive Officer (CEO) The HOD is accountable for coordinating/advising and enabling the execution of the client experience strategy for channels and products at Tangerine.

 

The Head of Design leads the Director of Client Experience Strategy and Innovation and the Director of Client Experience Design. 

 

Accountabilities

 

  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Working across the business and with customers, lead the development, design and execution of the Tangerine Client Experience Strategy, Vision and roadmap across all customer facing touch-points (e.g. web, mobile, retail, call center, etc.).
  • Lead the development of customer journey mapping and process documentation for all customer facing touch-points.
  • Lead the development of user experience design for all customer facing touch-points.
  • Simplify, innovate and differentiate with an overall mandate to provide a superior Client experience.
  • Acts as a true customer experience champion and is the voice of the customer within the Tangerine.  Defines the experience of tomorrow.
  • Build strategic alliances with external partners and other stakeholders, as required.
  • Provide strategic and tactical support and recommendations to help deliver the Bank’s strategic customer experience objectives.
  • Work with Client Insights and other areas of the Bank to effectively measure Customer Experience on an ongoing basis.
  • Accountable for constantly evaluating the experience Tangerine delivers today and determining how to improve it for the future.
  • Oversee the budgeting process and assume on-going accountability for operational expenses related to Design.
  • Embrace and ensure communication and accountability related to Tangerine’s promises and leadership competencies.
  • Lead, coach and develop teams, bringing energy and passion for the business.
  • Directs day-to-day activities in a manner consistent with the Bank’s risk culture and the relevant risk appetite statement and limits.   Communicates the Bank’s risk culture and risk appetite statement throughout their teams.
  • Creates an environment in which his/her team pursues effective and efficient operations of his/her 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.
  • Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team

 

Education/Experience

 

  • University Degree or equivalent experience
  • 8+ years in a customer experience strategy role
  • 8+ years in experience design for web, mobile and retail
  • 8+ years of leadership experience

 

 

Location(s):  Canada : Ontario : North York

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.


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