Title: Senior Manager, Analytics & BI- Service Interactions

Requisition ID: 258310

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

Leads and oversees the Service Interaction Analytics & BI function in Canada, providing data-driven insights that improve client experience, service efficiency, and frontline effectiveness across digital, contact center, and branch service channels. The role enables Scotiabank’s Fired Up for Service (FUSE) initiative by translating data into actionable insights that support consistent, and centric experiences, while ensuring strategies and initiatives are executed in compliance with governing regulations, internal policies, and procedures. FUSE is a Scotiabank program focused on empowering employees and teams to deliver exceptional customer service by enhancing engagement, simplifying processes, and creating memorable client experiences.

Is this role right for you? In this role, you will:

Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
Strategic Analytics, Insights and recommendations
- Lead the development of client experience strategies by analyzing client interaction, operational, and behavioral data into clear actionable recommendations.
- Partners with Journey Leads, CX, Operations and Technology to design, measure, and continuously refine service journeys.
- Collaborate with customer, product and modeling analytics teams to leverage existing analytics resources and insights for channel and servicing stakeholders.
Provides actionable, executive-ready strategic analytics recommendations.
Measurement, Reporting & Insights
Develop and maintain performance measurement frameworks to assess FUSE program OKR and benefits measurement.
Build scalable dashboards, scorecards, and insight reports to track service interactions and update stakeholders on service health, client experience, and operational efficiency.
Track industry trends in financial services and CX design to evaluate effects on client behavior.
Data enablement and governance
Acts as a subject matter expert on service interaction data, providing requirements and supporting problem-solving in data product development and analytics engineering.
- Influencing data architecture, interaction taxonomies, event capture, and analytical tooling in partnership with technology, data and platform teams.
Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Creates an environment in which their team pursues effective and efficient operations of their 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.
Build a high-performance environment and implement a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors; communicating vison / values/business strategy; and managing succession and development planning for the team.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

Bachelor’s degree in Analytics, Computer Science, Statistics, Economics, Business, Engineering, or a related field required. Master’s in management Analytics or MBA preferred.
Over 5 years of relevant experience in the financial sector or customer experience in analytics.
More than 5 years in data analysis; digital or channel domain knowledge preferred.
Self-motivated, impact-driven, and proactive.
Strong analytical skills with the ability to interpret and synthesize large data sets into actionable insights.
Demonstrates sound judgment in analysis, validation, interpretation, and presentation of findings.
Proficient with analytical tools and platforms, including Google Cloud Platform (GCP), BigQuery, Azure Databricks, Python, R, SQL, and Excel.
Strong communication and presentation skills, especially the ability to explain complex data insights to non-technical stakeholders.
Experience with data visualization best practices (Power BI or similar tools) and storytelling with data to drive decision-making
Knowledge of data governance, privacy, and compliance,
Experience with machine learning or advanced statistical modeling,
Familiarity with agile methodologies or experience working in agile project environments.

What's in it for you?

Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, Humans of Digital and much more!

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.

Job Segment: Service Manager, Analytics, Data Analyst, Data Architect, Investment Banking, Customer Service, Management, Data, Finance

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