Share this Job

Title:  Customer Accessibility Specialist, Digital Factory




Requisition ID: 88060


At Scotiabank Digital Factory, the reach and opportunity of a global organization meets the passion and drive of a startup. Reinvention starts here—and it starts with you.

We believe that the pathway to success is paved with user feedback, so we’re constantly asking our customers how they want to bank. When we find an opportunity to make things people will love, we assemble teams of specialists to collaborate in Digital Factories in Canada, Chile, Mexico, Peru, and Colombia. We work fast, and we work smart. Join us to create meaningful experiences and build the bank of tomorrow for our customers around the world.

If you’d like to learn more about our Digital Banking career opportunities, explore our Communities of Practice, or hear from our leaders, check out our Technology at Scotia career page.



Contributes to the overall success of the Accessibility Centre of Expertise ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. The Customer Accessibility Specialist, will champion a human-centered, inclusive approach to the design and development of policies, products, services and facilities that take into account the needs of customers with disabilities and regulatory requirements. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures



Is this role right for you?

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank
  • relationships, systems and knowledge.
  • Champions the development and execution of an end-to-end strategy for inclusive and accessible customer service design and delivery.
  • Leads the establishment of guidelines, best practices, processes, training and systemic frameworks for implementing and sustaining accessibility and inclusive design in the customer experience.
  • Drives implementation of the Accessible Canada Act (Bill- C81) and other applicable accessibility regulations.
  • Works with internal teams and external vendors to identify, manage and deploy enterprise-wide disability services and accessibility solutions.
  • Articulates and advocates for accessibility and inclusive design best practices.
  • Through research and consultation with people with disabilities, identifies opportunity spaces for inclusive and accessible customer service design and delivery.
  • Communicates the accessibility value proposition to both internal and external audiences and champions an inclusive customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Collaborates with the stakeholders across the bank in the creation of an ever-evolving vision of what inclusive and accessible customer experiences at Scotiabank look like.
  • Engages thoughtfully and frequently with customers with disabilities, disability organizations and regulators through community advocacy and outreach.
  • Solicits, manages and actions customer accessibility feedback.
  • Acts as an expert on our customer operations, internal and customer escalations, and drives process improvements.
  • Works closely with the Design and Digital Accessibility Community of Practice, HR accessibility partners and other accessibility, design, inclusion and inclusive design specialists within Scotiabank.  


  • Maintains a global perspective to address emerging international accessibility regulations.
  • Understand 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 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.



Do you have the skills that will enable you to succeed?

  • College or Bachelor Degree, in Inclusive Design, Disability Studies or equivalent experience
  • High level of awareness of disability related issues.
  • Deep knowledge of Canadian accessibility and human rights regulations.
  • Must have excellent relationship building and strategic influencing skills.
  • 2-3 years of relevant work experience in accessibility and inclusion
  • Understanding of an inclusive, human-centered approach and methods to design.
  • A passion for changing the way people bank and work, and a willingness to live in the future and build what’s missing.




What's in it for you?

  • We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success!
  • We provide you with the tools and technology needed to create meaningful customer experiences
  • You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
  • We hire you for your talent — not just a job — so you can grow with us. We’ll equip you for success not only in your role, but also in your career as a whole
  • Dress codes don't apply here: being comfortable does
  • Our work from home social channel offers weekly virtual yoga, social events, learning opportunities, and contests to share current experiences & promote wellbeing in our new remote environment
  • Access to thousands of online and in-person courses so you can hone your current skills, or learn new ones
  • A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision, and dental benefits that start from day one and much more!
  • Free shuttle service to and from Union Station, onsite subsidized cafeteria with a chef, and an onsite fitness center *


*Some of our perks & onsite offerings will be offline as we continue to monitor federal and provincial regulations around COVID-19.


Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.


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.