Requisition ID: 232738

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

Senior Manager, Product Experience & Product Transformation - Cards, Loyalty, Payments & Client Experience

This is an 18-month Contract position based in Toronto, ON

Contributes to the overall success of the Cards, Loyalty, Payment & Client Experience team in Canada ensuring specific individual goals, plans, initiatives are executed & delivered in support of the team’s business strategies and objectives. Conduct all activities in compliance with government regulations, internal policies, and procedures.

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

• Responsible for overseeing the primary client journeys for credit card and unsecured lending products, including the development and execution of the product experience strategy from research and ideation to implementation.

• Deliver the best-in-class digital card onboarding & activation experience through legacy flows modernization, journey steps simplification, feature enhancements, and new shopping experience.

• Introduce new digital servicing features to provide immediate assistance on key client requests, expedite inquiry & resolution delivery, and reduce card usage disruptions.

• Lead student segment strategy for credit cards, focusing on revenue growth through digital channel expansion, line management optimization, and customized engagement tactics.

• Collaborate with AML, fraud, risk, regulatory & channel partners to ensure customer experience considerations are included in the design of systems, processes and policies for credit card and unsecured lending.

• Provide subject matter expertise in the end-to-end customer experience across customer lifecycle and identify gaps that create friction within cardholders’ product experience.

• Collaborate with cross-functional partners including Technology, Risk, Fraud, Legal, Back Office, Channel Partners (Contact Centre, Branch, Digital) among others to identify opportunities to remediate issues within the payments and card issuance processes.

• 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.

• Identify opportunities to enhance overall credit card product experience using internal and external data sources including Net Promoter Score and industry surveys, social media, customer verbatims and competitive scan.

• Oversee customer escalations through channels and Office of the President as required.

• Champion a customer focused culture to deepen client relationships and leverage broader bank relationships, systems and knowledge.

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

• Actively pursue 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.

• Champion a high-performance environment and contribute to an inclusive work environment.
  
  

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

• Bachelor’s degree required (Business Administration/Commerce preferred)
• 7+ years of work experience in Product Management (Credit Cards preferred)
• Experience with strategic planning, business planning and/or strategy review processes
• Technology platform experience and project management skills preferred
• Demonstrated ability driving business outcomes through analytics
• 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
• Proficiency with MS Office (Excel, Word, PowerPoint, Outlook, Teams)

What's in it for you?

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
• A competitive compensation and comprehensive benefits plan.
• An organization committed to making a difference in our communities– for you and our customers.
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• You’ll receive clear, transparent criteria to progress in your career.

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence.
• Limited travel domestically.

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.