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Manager, Digital Experience (NPS & Research)

Job ID 72156 Date 04/04/2017 Toronto, Canada
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. 


Manage Net Promoter System (NPS) process by:
oActing as NPS “Quarterback” reviewing high priority customer feedback and taking action as necessary – close case, assign to appropriate team for action/resolution.  
oLeading digital customer call backs.
oLeading NPS huddles with business partners and documenting key discussion points/action items. 
oActing as Digital Canada NPS subject matter expert providing insight and feedback to Digital team and partners as required.
oInvestigate and identify reasons for trend variances in NPS reported results.

Conduct market research to evaluate changes to the digital landscape and customer trends/perspectives by: 
oGathering market information from a range of sources (internal & external) to aggregate, analyze and develop key customer insights.
oContribute to survey content & other sourcing mechanisms.
oInvestigate external partner offerings and capabilities to assess value & opportunity for partnership.
oContribute to the on-going monitoring of changing customer expectations within the digital environment encompassing global, national and industry trends.

Assist in the development of digital strategies designed to improve customer experience by:
oAggregating all customer data (qualitative & quantitative) inputs from NPS, VOC, market research, competitive bench-marking, etc. to formulate key customer insights, identify high frequency root causes and develop impactful action plans to achieve customer satisfaction goals.
oContributing to building and maintaining strong strategic relationships with key business partners to ingest customer insights and identify shared opportunities. 
oSupporting resolutions to Team Voice/shared Services/Ideas in Action, Office of the President. Ombudsman, Customer Contact Centre.
oChampioning a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Contribute to the development and maintenance of the scrum team engagement model by: 
oProviding intake/scrum teams with key customer insights driving impactful customer solutions. 
oWorking with scrum teams to ensure that enhancements satisfy customer requirements.  
oTracking and reporting results.


Thorough knowledge of internal/external market research sources
Background in customer experience/customer experience insight tools/satisfaction surveys 
Excellent written and oral communication skills/presentation abilities.
Excellent analytical and market research skills
Strong knowledge of digital and self-service banking products and services, including outside market and competitive practices.
Strong ability to synthesize and analyze large quantities of qualitative and quantitative data from various sources.
Excellent analytical, logical, and organizational skills, with a proven ability to understand and interpret the relationship between various data sources and activities, investigate root causes, draw conclusions and provide actionable recommendations and insights.
Reliable detail oriented self-starter comfortable with ambiguity.  Ability to work independently as well as a contributing member of the team.
Excellent Word, Excel, PowerPoint skills
Preferred: Understanding of customer journey mapping process.

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

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.

Amazing career stories begin at Scotiabank.

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