Digital Channels Change Management Lead

Requisition ID: 235896

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

The Digital Customer Change Management team is a high-performing flexible team that operates at the intersection of the business technology product design and delivery 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.

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

• 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

Do you have the skills that will enable you to succeed in this role Wed love to work with you if you have:

• PROSCI Change Management Certification
• Experience and understanding of project logistics and operations
• Project management in a Software delivery capacity
• Nice to have experience in Canadian Anti-Spam Legislation (CASL) compliance

• Excellent communication skills to varying audiences including executive leadership and non-technical resources.

Whats 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
• Youll 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. Well equip you for success not only in your role but also in your career as a whole
• 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!

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.