Senior Manager, Product Experience
Scotiabank
Toronto, ON, CAN
1d ago

Requisition ID : 131821

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

Purpose

Contributes to the overall success of the Credit Cards & Unsecured Lending Department in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives.

Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountabilities

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
  • Owner of journey strategy for credit cards and unsecured lending products. Responsible for end to end product experience strategy from research to ideation, to implementation.
  • Collaborates with product and lending teams to ensure customer experience considerations are included in the design of systems, processes and policies for credit cards and unsecured lending
  • Collaborates with retail customer experience team to develop product agnostic customer experiences
  • Provides subject matter expertise in the end-to-end customer experience across customer lifecycle and identifies gaps that create friction within cardholders’ product experience
  • Collaborates with cross-functional partners including Risk, Fraud, Legal, Channel Partners (Contact Banking Contact Centre, Branch, Digital) among others to identify opportunities to remediate issues within the payments and card issuance processes
  • Represents the Credit Cards business line as working group lead on cross-functional projects impacting the cardholder experience across our customer facing channels
  • Identify opportunities to enhance the Credit Card product experience using internal and external data sources including Net Promoter Score and industry surveys, Social Media, customer verbatims and competitive scan
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
  • Oversees customer escalations through channels and Office of the President as required
  • Contribute to business cases and analysis of new product experience related initiatives for Credit Cards that have potential for NPS enhancement, revenue generation and / or cost savings
  • Actively pursues effective and efficient operations of his / her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring 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
  • Champions a high performance environment and contributes to an inclusive work environment.
  • Education And Other Requirements

  • Bachelor’s degree required. (Business Administration and / or Commerce preferred)
  • 5+ years of work experience in Product Management (Credit Cards preferred), and experience with strategic planning, business planning and / or strategy review processes
  • Strong relationship management skills, proficient written and oral communication, and experience leading / contributing to projects of various sizes and complexity
  • Results oriented, with excellent organizational, planning, analytical and problem-solving skills
  • 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.

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