Job title: Customer Segment Lead, Underserved Customers, Scotia Digital

Company: Scotiabank

Job description: Requisition ID: 107340

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

The underserved customer segment lead will develop a holistic understanding of the unique needs and experiences of equity-deserving customers, particular communities of focus include LGBT+, POC, Black customers, Indigenous customers and customers with income vulnerability. The segment lead will advocate for these customers with our partners in design, product, engineering, and various teams across the bank, as we deliver new product and service offerings. The right person for this role has a strong interest in improving customer satisfaction, loyalty, advocacy across each touchpoint, and in helping our customers reach their goals.

Is this role right for you?

• Curates and maintains a cohesive, ongoing point of view about the underserved customer segment and their digital experience. Highlighting the unique needs and challenges, bright spots, gaps, key moments of truth, and dimensions specific to that segment, they make sure we’re better positioned to advance the overall digital experience of these customers purposefully across our digital journeys.
• Act as a stakeholder and partner for Digital Design and Product Development teams, helping to inform prioritization and roadmap decisions impacting underserved customers, and driving systemic education and awareness within these teams about the overall segment experience.
• Shines a light on the gaps within our current experiences and where we need to invest further, and the consequences to that experience of the choices we make in design and product.
• Act as the expert digital representative and primary interface for the underserved segment with key partner functions across the Bank. Liaising with partners and advocating for the digital investments required as part of the Bank’s broader focus on the underserved segment, the segment lead drives education and awareness in Bank programs on the realities involved in digital investment for key customer journeys.
• Drive a customer-focused culture across multiple workstreams and teams, leveraging a wide network of cross-bank relationships, systems and Scotia landscape knowledge to effectively ensure the customer wins over traditional product and LoB mandates.
• Develop strategy, KPIs and experience principles for segment-specific programs that marry customer and business needs effectively to drive results.
• Drives insights by commission research from DCOP, GBCI or external teams to inform strategy around the customer segment. Ensure programs properly integrate bank data and a quantitative approach to align programs with revenue opportunities
• Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• The customer segment lead actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles. They ensure 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.
• Supports the director of customer segment experience with developing and practicing CX techniques, new strategic CX assets, measurement and benchmarking, and standardizing the DCOP approach.
• Supports the development and tracking of progress against CX-related KPIs, and lead analysis into customer problems.
• Partners with Digital Product and Marketing teams on implementing the approach in a ‘coach’ role.
• Leverages bank relationships and form new partnerships to increase DCOP influence of the broader customer experience for assigned segment.
• Maintains a leadership position for Digital CX by representing Digital CX in forums such as Canadian Banking CX, Service Effectiveness, Customer Value etc. Participates in existing CX programs and groups such as Digital Citizenship, Adoption/Migration etc.
• Identifies digital CX opportunities specific to the assigned segment that are currently being missed in existing and planned bank activities, and advocate to integrate digital CX components within such bank activities.

Do you have the skills that will enable you to succeed?

• Knowledge or experience in diversity and inclusion areas such as: accessibility, employment equity, cultural, gender and /or disability studies.
• Significant experience serving or supporting underserved customers and equity seeking communities.
• High level of experience in experience design, product, content, marketing, research and program management
• Experience with transformation, Stakeholder Management and Strategy Initiatives
• Skilled relationship management including, influencing senior executive decisions
• Proven ability to lead cross-functional teams
• Data/analytics proficiency to proactively pursue and harness data insights to drive CX decisions
• Technical acumen to collaborate with product development teams on platform-level work that advances the Digital CX agenda
• Excellent verbal and written communication skills, ability to communicate on a broad spectrum (from deep technical discussions to high level executive vision)
• Work experience in facilitation and fact-based problem solving to resolve complex issues and drive actionable outcomes
• 10 – 15 years of digital, strategy, marketing or technology experience, financial services experience an asset

What’s in it for you?

• We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success!
• We provide you with the tools and technology needed to create meaningful customer experiences
• You’ll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
• We hire you for your talent — not just a job — so you can grow with us. We’ll equip you for success not only in your role, but also in your career as a whole
• Dress codes don’t apply here: being comfortable does
• Our work from home social channel offers weekly virtual yoga, social events, learning opportunities, and contests to share current experiences & promote wellbeing in our new remote environment
• Access to thousands of online and in-person courses so you can hone your current skills, or learn new ones
• A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision, and dental benefits that start from day one and much more!
• Free shuttle service to and from Union Station, onsite subsidized cafeteria with a chef, and an onsite fitness center *

*Some of our perks & onsite offerings will be offline as we continue to monitor federal and provincial regulations around COVID-19.

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 . 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.

Expected salary:

Location: Toronto, ON

Job date: Sat, 26 Jun 2021 22:24:47 GMT

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