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Senior Manager, Digital Engagement (12-month Contract)

Job ID 70522 Date 03/17/2017 Toronto, Canada
The Digital Factory is an innovation hub with a clear and well-supported mandate to transform the way banking technology is delivered, by re-imaging the customer experience, to deliver new digital value propositions. We have the support and experience of one of the world’s largest banks behind us and a talented, and growing, team of industry leaders driving us forward.

Do you want to help us reinvent how people bank? At the Scotiabank Digital Factory, we are passionate about transforming the customer experience. 

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 Engagement works collaboratively with key business partners on defining and delivering strategy and roadmap for next generation digital engagement forms of value in order to help Scotiabank reach its Digital Adoption targets.
As a subject matter expert for digital adoption and engagement, the incumbent synthesizes research, data insights, voice of the customer feedback as well as market/competitor analysis to drive solutions. The incumbent identifies opportunities to optimize customer experience design and implement capabilities to increase customer engagement and digital channel usage as well as defines and implements content and messaging strategy.   
The incumbent provides thought leadership and ongoing education to relevant stakeholders across the organization, including front-line staff, in support of transaction migration to low-cost channels.  This is a highly collaborative role that requires the ability to work in a cross-functional agile environment and strategically influence key business partners to drive digital agenda.

Key Accountabilities:

1.Design and deliver digital adoption and engagement strategy and roadmap:
Spearhead the development of the adoption and engagement strategy and roadmap to increase Mobile and Scotia OnLine access and adoption 
Translate big-picture, strategic thinking into actionable recommendations that maximize results
Lead strategy and execution of innovation and digital projects that drive and deliver adoption and engagement
Define and deliver overall timelines and milestones associated with roadmaps 
Determine key performance indicators for projects
Continuously refine all digital self-service capabilities, content and flows via customer feedback, usability studies and website/app data to increase effectiveness and satisfaction 

2.Design and implement capabilities deepening customer engagement and Digital Channel usage:
Define and design the customer engagement journey and execute ongoing testing and refinement to optimize and enhance the customer value 
Deploy value-driving digital solutions to enhance Digital Channel usage and shape meaningful change for our customers
Conduct GAP analysis to identify process improvements, roadblocks that need to be addressed, and opportunities for results-driven initiatives 
Manage project financials, develop and deliver against core key performance indicators for solutions to measure business outcomes and success 

3.Build alliances with key Stakeholders to drive employee engagement and customer adoption of Digital Channels:
Drive discussions with Contact Centre and Branch Customer Experience to influence and deliver Digital Channel programs that mobilize customer facing staff to increase digital channel adoption and migrate transactions to Mobile and Scotia OnLine channels 
Shape employee training, Digital Ambassador program, Digital content and tools for branch staff 
Partner with Customer Insights Management to identify opportunities for solutions that present customers with relevant offers in contextual and timely fashion (ex. Next Best Action)
Influence development of new technology enhancements with Digital Factory, Business Lines, Customer Value Proposition and Rapid Labs to deliver on adoption and engagement goals 
Engage internal and external Marketing partners to translate roadmap into tactics that align to the overall strategic goal
Ensure 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 
Identify, articulate and share insights to gain buy in on recommendations to Bank wide partners

4.Act as Digital Onboarding and Adoption Subject Matter Expert (SME):
Develop and maintain thought leadership on onboarding and adoption
Participate in Agile Squads as the onboarding and adoption SME 
Proactively seek 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
Identify research opportunities to support the development of roadmap initiatives 
Review & monitor monthly results, campaign tracking, and web analytics results to drive change in support of objectives 
Ensure insights are shared and leveraged by partners 

5.Define and optimize the digital journey through innovation:
Develop business cases for test and learn opportunities
Implement and perform post-mortem on test and learn opportunities to identify roll out of initiatives
Identify opportunities for partnerships with internal stakeholders working on digital innovations or project that impact adoption and engagement 
Drive development of new tools and content for digital channel adoption 

Learn more about the Factory:

• 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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