Manager, Digital Experience

Manager, Digital Experience at Scotiabank

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

The Role

The Commerce (.COM) team at Scotia Marketing is reinventing discovery experiences to meet the evolving and unique needs of our customers, regardless of who they are or how they choose to bank with us. This role contributes to the overall success of the Commerce Team in Canada by supporting the maintenance and building of Scotiabank-owned web properties with a focus on continuous improvement to support sales and best-in-class customer experiences. Leads collaboration with partners across the bank to identify and execute new opportunities to improve channel performance. Supports the team’s business strategies and objectives by ensuring all activities are conducted in compliance with governing regulations, internal policies and procedures, and web accessibility standards.

What You'll Do

• Champion a customer-focused culture and drive impact and value to the business through understanding customer journeys across digital channels, providing an optimal experience for our customers and prospects and seamless paths to conversion.
• Lead and manage the creation, planning, and delivery of various web initiatives, analyze their effectiveness, and continue optimizing and improving customer experience.
• Build strong relationships with stakeholders to influence the planning, management, and optimization of all content across our public websites.
• Lead the Digital Commerce channel strategy in support of Scotiabank’s goals and objectives. Focus on a seamless customer experience for both new and existing Scotiabank customers, create and manage the roadmap of tactics and milestones that will accelerate growth.
• Identify key Digital Commerce opportunities and support the accelerated development of our channel performance. Actively monitor digital performance and identify innovative opportunities to support annual goals. Share findings with stakeholders to align on future opportunities.
• Analyze site data and user behaviour to understand the customer and improve the customer experience through site optimization.
• Use competitive landscape knowledge or industry trends to develop innovative experiences that would support the business and brand and differentiate Scotiabank from other financial institutions.
• Partner with stakeholders to define and lead personalization opportunities to drive incremental value to the business.
• Build A/B tests and personalized experiences, in partnership with digital analytics, marketing, UX, content writers, and audience managers, aimed to enhance overall customer experience, improve relevancy, and increase digital sales.
• Consistently monitor, analyze, optimize and maintain site health (quality assurance, accessibility, and SEO) across all web pages in their portfolio.
• Actively pursue effective and efficient operations of 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.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

Skills and Experience

• Minimum 4 years of relevant experience in the eCommerce space. Experience in the financial industry is a plus.
• Experience using marketing technology, Content Management Systems (Adobe Experience Manager preferred), and web testing and personalization software (i.e. Adobe Target).
• Experience utilizing web analytics platforms to develop data-driven channel strategies (Adobe Analytics preferred).
• Solid understanding of translating business strategy into digital experience through a mix of personalization and A/B testing.
• Proven experience leading strategies and roadmaps of tactics that deliver on business goals and objectives.
• Experience in identifying opportunities to bring efficiencies into existing processes.
• Ability to look at the bigger picture with a solid understanding of the customer journey.
• Deep knowledge of the impact of web content and SEO to drive optimizations and increase website traffic and user engagement.
• Excellent communication, relationship management, and stakeholder management skills.
• Strong presentation and storytelling skills, comfortable speaking in front of peers, senior leadership, and internal and external stakeholders.
• Experience in front-end using HTML, JavaScript, JSON and CSS.
• Experience using Project Management software (such as JIRA, Confluence, or WorkFront) is preferred.
• Ability to ensure website content has a consistent look and feel and is formatted to established standards.
• Ability to manage multiple projects in a fast-paced, deadline-driven environment, changing focus and priority as needed.
• Practical experience with Agile development methodologies.
• French language skills, written and verbal, are an asset.

Key skills/competency

• Digital Experience
• eCommerce
• Web Analytics
• Adobe Experience Manager
• Adobe Target
• SEO
• A/B Testing
• Personalization
• Stakeholder Management
• Customer Journey Optimization