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Title:  Customer Community Manager, Digital Banking

 

Requisition ID: 18631

 

Scotiabank’s Digital Banking Organization has a clear and well-supported mandate to transform the way banking technology is delivered, by reimaging the customer experience, fostering innovation to deliver new digital value propositions and enabling our teams to drive significant changes across the organization and for our customers. 

 

Do you want to help us reinvent how people bank?  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 Customer Community Manager

Scotiabank Digital Factory is changing the way we release banking software products to our customers, by increasingly developing beta communities who become contributors in the end products that eventually touch our broader customer community. Part of a new Customer Advocacy team, the Customer Community Manager is a champion of a customer-obsessed culture, responsible for creating meaningful engagement, support and feedback mechanisms for this growing community of users.

 

What will you do in this role?

  • Manage ongoing engagement with the customer community, working closely with Product Marketing
    • Manage a community hub/forum and its ongoing content (blogs, message boards, etc.)
    • Create regular push communications and surveys to encourage beta users to engage with new software functionality as it becomes available for beta testing, and to solicit feedback
    • Support Product Marketing by testing the efficacy of marketing content & messages with the beta community to help inform mass marketing plans
    • Partner with peers in event management and communications to develop engaging customer community events
  • Develop and manage tight feedback loops between the customer community and the product development teams building software
    • Rigorously capture beta feedback from the growing community and support processes to embed this feedback into software development cycles in near real time
    • Support product teams in developing methodologies to seek, capture & share targeted feedback for new or developing functionality
    • Work with product management peers to test new methodologies for how we build products based on user direction, including the identification of cross-product opportunities gleaned through customer community activity & feedback
    • Partner with Design Strategy & Research teams as well as other peers in Customer Advocacy to compare and contrast beta community feedback with what we learn about our broader customer base on an ongoing basis, including feedback received through existing channels such as NPS surveys and App Store reviews
  • Work with multiple partner teams to nurture a healthy customer community user pool in support of a broader customer advocacy strategy
    • Support ongoing user recruitment efforts to develop sub-communities of users representing key customer profiles, and fill gaps over time
    • Partner with peers in Customer Advocacy to identify customers who are currently highly critical of their banking experience with Scotiabank, and develop strategies to convert them into positive and active beta community contributors
    • Encourage community members to engage in third party app reviews, social media and other public forums as ambassadors for the Scotiabank customer experience
    • Act as a primary user advocate and inform program strategies by identifying and communicating trends, pain points and overall sentiment from within the community
    • Provide monthly reporting on the activity of the customer community

 

Are the right person for the role?

  • You’re hungry to learn all about best-in-class customer experience practices and finding ways to apply them at Scotiabank
  • You’re an authentic, decisive, resilient, highly-collaborative and results-oriented self-starter who is comfortable with ambiguity
  • You bring empathy and an un-biased viewpoint to all aspects of your work
  • You’re a natural storyteller with the ability to craft and communicate compelling stories that add clarity and inspire passion in our mission
  • You are comfortable working independently and proactively, and working across teams and departments to get things done
  • You’re always willing to roll up your sleeves and get it done
  • You’re passionate about changing the way people bank and willing to live in the future and build what’s missing
  • You are open, persuasive, engaging and love to have a good laugh.

 

Do you have the skils that will enable you to succed?

  • You have a Bachelor’s Degree in business administration, marketing, design, social sciences and/or computer science
  • You have 3-5 years working experience in related positions
  • You have excellent verbal and written communication skills, including self-editing
  • You possess a critical eye for process and know when to optimize, reinvent or discontinue a system
  • You posess a demonstrated knowledge of digital and self-service banking products and services, including non-traditional competitive practices
  • You have a background in working with active customer communities, either as a super user yourself or in managing communities on behalf of technology organizations
  • You have experience working with beta management software & tools
  • It would also be great if you are fluent in French and/or Spanish

 

If you’re interested in helping us shape the future of banking, click the “Apply now” button to submit your application.  We are hiring for a variety of high impact technical roles (design/agile/full stack/systems).  If you are curious but aren’t sure this role is right for you, please contact us anyway - we’re moving fast and looking for the best and brightest to take us to the next level.

 

Partnering closely with our new innovation hub, Digital Factory, you can learn more about the Factory below:

  • We are growing fast and looking for team members to help us build an industry leading fintech innovation hub
  • We invite and encourage collaboration with a broad range of industry disruptors and innovators
  • We have the stability and resources of Scotiabank, a multinational financial institution, as well as a world class team of designers and engineers with the energy and talent of a leading startup

 

Location(s):  Canada : Ontario : Toronto 

As Canada’s international bank, we are a leader when it comes to inclusion. Scotiabankers hail from over 120 countries, speak more than 100 languages and serve over 23 million customers globally. As a highly diverse company, we know that an inclusive environment for employees and customers helps everyone achieve their best. 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. Candidates selected for an interview will be contacted directly.  If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide a positive recruitment experience.


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