Requisition ID: 217117

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

 

As the Manager, CX Advocacy, you will contribute to the overall success of the Digital CX Advocacy team, ensuring specific goals, plans and initiatives are delivered in support of the team’s business strategies and objectives. The Digital Growth & Performance team balance the voice of the client with the voice of the business to deliver on growth objectives and influence multiple levers within the Banking ecosystem to accelerate sales migration, create best-in-class digital experiences and optimize the sales funnel, with the client at the center.
 

Is this role right for you? In this role, you will: 
 

Aggregate, curate, and analyze all customer data (qualitative & quantitative) inputs from user listening platforms such as NPS, App Store reviews, social media, and frontline help channels to formulate key customer insights, in close partnership with digital analytics

Create and present easily interpreted and data rich reports that will help to influence and challenge project partners

Identify pain points and generate hypothesis backed by data to help us better understand our client’s digital experience with actionable plans

Support the implementation of appropriate feedback capture methods across various touchpoints to ensure a robust client feedback loop

Act as a CX data SME for Digital Banking, providing insight and presenting feedback to Digital teams and partners across the bank as required

Investigate reasons for trend variances in reported results

Create and maintain CX dashboards that will provide project partners and stakeholders near real-time access to KPI reporting and CX metrics

Gather market information from a range of sources on an ongoing basis to inform the evolution of our CX analytics strategy

Partner with internal stakeholders to contribute to the evolution of the client experience we offer our digital clients

Develop a thorough understanding of bank targets, processes, and practices currently in place to understand gaps and barriers to CX improvements

Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
 

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have: 
 

Post-secondary education focused in Business, Computer Science, Computer Engineering, Mathematics, or similar

A passion and curiosity for client advocacy, with exceptional data analysis skills to drive business insights and opportunities

Strong communication, problem solving and relationship management skills

Strong experience using Excel and PowerPoint

Knowledge of data analysis and manipulation tools; Python is a strong asset

Experience using and implementing visualization tools such as Power Bi or Tableau is a strong asset

Experience with leveraging data for the creation of customer journeys

Experiencing cleaning, transforming and visualizing large data sets, working with various formats is an asset (e.g. Excel, unstructured logs, XML, JSON, flat files, SAS, CSV)

An understanding of NLP models (e.g. Clustering Text Mining Techniques, LDA Topic Modeling)

Knowledge of banking products and reporting systems are an asset (including finance systems, Enterprise Data Warehouse and Enterprise Data Lake)

Experience using tools such as Clarabridge, Medallia, Qualtrics is an asset

Language skills in French or Spanish is an asset

Comfortability working in a hybrid work environment 

 

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 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.