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Title:  Customer Accessibility Specialist, Scotia Digital




Requisition ID: 156216

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


Scotia Digital is an innovation hub with a clear and well-supported mandate to transform the way banking technology is delivered, by re-imaging the customer experience, to deliver new digital value propositions. We have the support and experience of one of the world’s largest banks behind us and a talented, and growing, team of industry leaders driving us forward.


Do you want to help us reinvent how people bank? At Scotia Digital, we are passionate about transforming the customer experience.


We’re looking to fill our team with influencers, makers, creators and leaders who are flexible, curious, adventurous, versatile and responsive; and who are ready to roll up their sleeves in a collaborative and productive environment to get things done.


By joining our team, you will make an impact on our customers, the banking industry, and ultimately, the world.


About the role


The mission of the Accessibility Centre of Excellence (COE) at Scotiabank is to promote and activate an accessible and inclusive culture for customers and employees with disabilities.​ The Senior Accessibility Specialist, Customer Experience contributes to the success of the COE champions an 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.


You bring knowledge and experience in customer innovation, service design, and change management. You're a hands-on person with experience designing inclusive and accessible experiences for people with disabilities by empowering product, front-line and customer service teams to build, test and innovate. You're a great listener and storyteller who enjoys learning from the lived experience of persons with disabilities. You understand the value of sharing and discussing your work with clients and stakeholders across the bank to make real change. You put the customer at the center.


Is this role right for you?

  • Champions the design, development and execution of an end-to-end strategy for inclusive and accessible customer service design and delivery in consultation with people with disabilities.
  • Leads the establishment of policies, guidelines, best practices, processes, training and systemic frameworks for implementing and sustaining accessibility and inclusive design in omni-channel customer experiences.
  • Drives the implementation of federal and provincial accessibility regulations pertaining to customer service.
  • Works with internal teams and external vendors to identify, manage and deploy enterprise-wide disability services and accessibility solutions.
  • Collaborates with stakeholders across the bank to design and implement inclusive and accessible customer experiences.
  • 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.
  • Engages thoughtfully and regularly with customers with disabilities, disability organizations and regulators through community advocacy and outreach to drive organizational change.
  • Develops standardized approaches and process improvements for managing and responding to customer accessibility feedback, complaints and requests for accommodations
  • Acts as an expert on our customer operations and, internal and customer escalations. 

Do you have the skills that will enable you to succeed in this role?


  • College Diploma or Bachelor Degree, in Inclusive Design, Disability Studies or equivalent experience
  • Deep knowledge of Canadian accessibility and human rights regulations, and awareness of disability related issues
  • Excellent relationship building and strategic influencing skills.
  • 2-3 years of relevant work experience in accessibility and customer service
  • Experience championing an inclusive, human-centered approach in design
  • A passion for design, and changing the way people bank and work. A willingness to live in the future and build what’s missing.
  • Customer experience lens is an asset (CX/Service design)
  • Lived experience of disability is an asset

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.


Working Arrangement

  • This position offers a hybrid work schedule


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.