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Senior Manager, Digital Adoption & Engagement

Job ID 75831 Date 05/11/2017 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. 


The Senior Manager Digital Adoption and Engagement will drive the vision, strategy, roadmap and implementation of next generation onboarding and engagement solutions. The role is responsible for delivering a strategy that will help the organization reach targets related to increasing Retail customer digital activity. As a subject matter expert for Digital Channel Adoption and Engagement the incumbent will synthesize research, data insights, voice of the customer feedback and market/competitor analysis to drive solutions, optimize adoption and engagement, identify technology innovations, drive content and develop employee engagement tools.  The incumbent will provide thought leadership and ongoing education to relevant stakeholders on digital solutions that enable competitive advantages and enhance the customer journey. This is a highly collaborative role as it requires the ability to work with and influence cross-functional partners across the organization.


Design and deliver an adoption and engagement strategy and roadmap by:
oSpearheading the development of the adoption and engagement strategy and roadmap to increase Mobile and Scotia OnLine access and adoption 
oTranslating big-picture, strategic thinking into actionable recommendations that maximize results
oLeading strategy and execution of innovation and digital projects that drive and deliver adoption and engagement
oDefining and delivering overall timelines and milestones associated with roadmap 
oDetermining key performance indicators for projects
oConducting GAP analysis to identify process improvements, roadblocks that need to be addressed, and opportunities for results driven initiatives
oContinuously refining all digital self-service capabilities, content and flows via customer feedback, usability studies and website/app data to increase effectiveness and satisfaction 
Build alliances with key Stakeholders:
oIdentifying, articulating and defending insights and recommendations to Bank wide partners
oPartnering with Customer Insights Management to identify opportunities for solutions that present customers with relevant offers in contextual and timely fashion (ex. Next Best Action)
oDriving discussions with Contact Centre and Branch Customer Experience to influence and deliver Digital Channel programs that mobilize customer facing staff to drive digital channel adoption
oInfluencing development of new technology builds and initiatives with Digital Factory, Business Lines, Customer Value Proposition and Rapid Labs to ensure adoption and engagement goals are being met 
oEngaging internal and external Marketing partners to translate roadmap into tactics that align to the overall strategic goal
oEnsuring digital adoption and engagement is at the forefront of agile squad teams by highlighting adoption targets, key objectives, and educating team members of best practices – ultimately working collaboratively to identify pain points and drive solutions 
Become Digital Onboarding and Adoption Subject Matter Expert (SME):
oDeveloping and maintaining thought leadership on onboarding and adoption
oParticipating in Agile Squads as the onboarding and adoption SME 
oProactively seeking out opportunities to “delight” the customer by reviewing industry insights, marketing trends, customer satisfaction surveys, market research, competitive benchmarking studies, focus group testing and heuristic reviews
oIdentifying research opportunities to support the development of roadmap initiatives 
oReviewing & monitoring monthly results, campaign tracking, and web analytics results to drive change in support of objectives 
oEnsuring insights are shared and leveraged by partners 
oOptimize the digital journey through innovation:
oDeveloping business cases for test and learn opportunities
oImplementing and performing post-mortem on test and learn opportunities to identify roll out of initiatives
oIdentifying opportunities for partnerships with internal stakeholders working on digital innovations or project that impact adoption and engagement 
oDriving development of new tools and content for digital channel adoption


Graduate or Post-Graduate Degree
Experience in Digital and Customer Experience
Traditional Financial Services, Fintech or Technology Experience, specifically driving digital customer journeys 
Visionary that can translate big picture thinking into action plans 
Excellent analytical skills 
Experience in developing solutions that enhance the customer journey 
Adaptive influencing, relationship building skills across peers and senior executives
Problem solver and solution provider 
Superior presentation and communication skills
Energized by challenges that need creative solutions
Ability to translate business needs into technology requirements
Knowledge of customer-centric design  

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.

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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