The Director of Customer Experience and Design should have genuine interest in discerning opportunities, likes to uncover underlying customer needs and exceed stakeholders’ expectations. The successful candidate will be responsible for articulating and delivering a world-class digital channel banking experience.
This is a perfect opportunity for you to marry your passion for systems and your business acumen to develop innovative solutions that will drive tangible results fast. As a Digital Customer Experience leader, you will need to have a clear vision of the future and will be accountable for the development of short and long term strategic opportunities, implementing and overseeing project execution for Digital channels. You will lead a high performing team eager to shape the future of Digital Banking and committed to making complex transactions simple.
In fulfilling the role, you will rely heavily on several internal and external departments, with various third party suppliers and alliance partners in order to ensure fulfillment of business line strategies exercising strong leadership, negotiating and influencing skills across the organizational levels.
Key Accountabilities
Development of digital banking strategies by leading or assisting in managing execution and profitability by :
• Maintaining a superior knowledge of the channel from both a business and organizational perspective with particular emphasis on mobile space as it applies to mobile banking distribution channels;
• Overseeing and leading industry research and analysis, globally to identify possible opportunities, develop hypotheses and ensure the appropriate analysis opportunities are executed to facilitate informed business decisions and recommendations for future changes;
• Fostering development of competitive intelligence relative to the emerging mobile banking market channel strategies, operational and format standards and change initiative parallel with market opportunities, technology development and Bank business practices.
• Establishing, developing and furthering relationships with key stakeholders internally and externally to identify opportunities, threats and operating parameters and recommend and implement viable enhancements
Maximize the performance and customer experience of Digital Banking Channels
• Work with stakeholders to clearly define user experience requirements - user scenarios, user journeys, content strategy – through a range of methods to drive continuous improvements in customer satisfaction and loyalty to achieve acquisition, usage and retention goals;
• Deliver great experiences for our clients that measurably add business value - using research, testing and analysis and developing UX concepts, flows, architectures and wireframes
• Conducts continuous research of new business models and approaches to the existing business structure;
Works in a fast paced environment to deliver multiple systems and policy/process Digital enhancements :
• Work with IT partners to develop roadmaps and document requirements that ensure conformity with Bank standards, and meet the continuing challenges around customer security and privacy while taking advantage of innovation opportunities;
• Comfortable working in an agile environment and an advocate of lean UX principles
• Working directly with appropriate vendors, suppliers, associations and Executive Office departments within the Scotiabank Group to ensure appropriate implementation;
• Developing sound business cases for Executive Management to support proceeding;
• Ensuring user representation on all systems initiatives and the follow-up on all related systems work to ensure it is on schedule and meets required product standards and implementation timeframes;
Leads, manages, mentors, attracts and retains a high performing team
• Build and manage a world-class digital channel team;
• Effective leader who can maximize team output while equally driving team satisfaction;
• Strong appreciation and understanding of how to motivate experts in the field;
• Industry awareness and profile, such that you can attract outside talent as necessary.
Qualifications
• Deep understanding of both Agile and Waterfall project methodologies;
• Superior knowledge on a wide range of delivery system, new and emerging technologies;
• Thorough knowledge of the Bank’s application systems and their relationship within the Bank;
• Solid knowledge of outside market and competitive products/activities and industry trends;
• Excellent analytical and market research skills;
• Superior communication/interpersonal/negotiating skills to ensure the objectives are understood and accepted;
• Analytical thinking – to effectively use research data, identify trends impacting the business and evaluate new products/services;
• Problem Solving – to overcome/diffuse highly volatile and stressful day to day management of a project life cycle to ensure goals are met and atmosphere remains productive and positive
• Communication – to understand/communicate requirements, liaise with others, articulate views/opinions, prepare/deliver presentations and resolve conflicts;
• Innovation – to identify/develop new products; to anticipate and react quickly to technological/market change;
• Results Focus – market driven approach with sense of urgency;
• Flexibility – towards new/different ways of getting things done: ensure deliverable of initiatives;
• Customer Focus – to support users/sales staff/customers and to design and develop integrative banking technologies that meet customer needs.
Education And Accreditations
• Degree (business/marketing related), or product management/relevant field experience. MBA an asset.
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