Digital Channels Change Management Lead Job Toronto area,Ontario Canada,Customer Service/HelpDesk

Position: Digital Channels Change Management Lead- 12 Month Contract

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? We’d 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.

What's in it for you?

Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.

Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.

Upskilling through online courses, cross-functional development opportunities, and tuition assistance.

Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.

Dynamic Ecosystem - Free tea & coffee, universal washrooms, and lots of space for team collaboration.

Community Engagement - We offer opportunities for community engagement & belonging with our various programs such as hackathons.


Increase/decrease your Search Radius (miles)



Job Posting Language