Scotiabank Looking for Change Management Lead, Digital Channels – Toronto at Toronto, ON Full Time

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

Wealth Management Operations

Change Management Lead, Digital Channels

Purpose

Contributes to the overall success of the Digital customer change management practice, ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures. The Digital Channels Change Management Lead leads process analysis and design; stakeholder management; creation and execution of change management plans; participant/user training and knowledge transfer; project communications; and business readiness activities to support digital product and service launches.

Accountabilities

• Collaborates with Product, Contact Centres, Operations, Design and CX teams to develop change experience plans for new or changing customer experiences: map customer journeys, identify experience gaps, and advocate for less complexity and reduced customer effort whenever possible
• Identify what makes change experiences bad for our customers, always operating constructively toward defining positive alternatives
• Drives the validation and enablement of customer support models at and following a launch
• Coordination of workstreams and communications amongst partners to ensure channel (e.g. branch, contact centre) preparedness for supporting customers through product and service launches
• Act as an expert on our customer operations, internal and customer escalations, and drive process improvements with the goal of keeping our customers happy – even when things go wrong
• In partnership with the Customer Advocacy team, ensure that customer feedback is being captured, analyzed, and actioned – both in preparation for and throughout the duration of a launch – in an effort to provide the best possible customer experience
• Escalation of issues and blockers impeding the customer experience throughout a launch lifecycle
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
• Provide empathy and an un-biased viewpoint to all aspects of work
• Participate in and contribute to a collaborative, innovative, challenging and supportive team environment

Education / Experience

• PROSCI Change Management Certification
• Logistics/operations
• Software delivery lifecycle
• Customer support/service
• CASL compliance

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. 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.