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Title:  Senior Manager, Customer Journeys




Requisition ID: 101280

Join the Global Community of Scotiabankers to help customers become better off.




The Senior Manager, Customer Journeys, will be responsible for identifying high priority, high impact journeys with a top down view to enhance the Customer Experience across Business Lines and Channels. The Senior Manager will develop customer Journeys through analysis, impact calculations, a prioritization formula, future state ideation and a roadmap for development that is inclusive of business line oversight of executional delivery. The Senior Manager will increase awareness around the voice of the customer through the Customer Experience Council and regular reporting for the executive teams. They will be the lead for 2-3 key strategic customer journeys and lead the end to end development of a current state analysis, deep dive into both external and internal data, and propose journey focus with key executives and business line partners to prioritize the recommended customer journeys. CX Executive Council approved journeys will be led by the Senior Manager through a process of future state ideation / development and they will then maintain executional oversight and track results.


Key Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.


• Lead E2E customer journey development for two or three of the Canadian Banking high priority, high impact customer journeys.


• Analyze both internal and external data, cross referenced with existing simplification and enhancement initiatives underway, to develop proposals for key journeys of focus annually


• Review past and current customer journey mappings and propose new models aimed at continually improving the customer experience.


• Manage the end-to-end strategy and process for all customer journey mapping communications by working with internal business partners, teams within Customer Experience, Executive Sponsors and senior management teams. Develop, write, edit and effectively distribute communications that support the program’s strategic objectives and long-term vision.


• Partner with stakeholders to drive faster adoption and higher proficiency on the changes impacting employees, so that business results are achieved efficiently.


• Serve as a conduit between the program and upper management; collecting feedback from business lines and channels, analyzing and creating reports that are to be used throughout the Retail Bank.


• Define and quantify the different customer journeys in order to identify opportunities that can be actioned to improve the overall customer experience.


• Lead cross-functional teams (across product, channel, and support functions) to develop E2E mapping for priority customer journey.


• Leverage design thinking processes to provide strategy, insights and process design; facilitating effective problem solving and decisions.


• Identify key pain points, moments of truth and opportunities to solve customer problems and optimize the priority journeys.


• Develop the roadmap and execution plan to close key gaps in the customer journey; oversee business line execution of the plan and report results for Customer Experience


• 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, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.


• Champions a high performance environment and contributes to an inclusive work environment


Education and Other Requirements


• Undergraduate Business (or related discipline)


• 5+ years’ relevant experience and / or journey mapping expertise


• Ability to drive behavioural change and adoption through strong content and communication skills.


• Excellent understanding of the customer and Bank infrastructure, policies and procedures including sales and service models including the Customer Experience Model and Life Discovery Framework;


• Superb written and verbal communication skills; ability to cater communications to different internal and external audiences;


• Solid understanding of current Content management systems and processes;


• Superior attention to detail and good business judgment;


• Ability to structure and scope complex problems to simplify content development;


• Very strong tactical planning skills and implementation/project management skills; highly organized and ability to lead through ambiguous circumstances;


• Strong stakeholder engagement, co-ordination, and people management skills, to lead teamwork;


• Ability to manage key stakeholder expectations, concerns, and to identify and mitigate project risk as required;


• Ability to deliver results in a face-paced, challenging and dynamic business environment;


• Self-motivated; work both independently and collaboratively with multi-functional teams, as both a leader and member;


• Excellent knowledge with MS Office including Word, Excel and PowerPoint;


• Technical skills include an understanding of Adobe Illustrator/Acrobat an asset



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.

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