Bilingual Senior Analyst, Channels and AI Enablement - Tangerine

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Requisition : 270060

At Tangerine,we’reredefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration.

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking,we’recommitted to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work.

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? Ifyou’rea high performer looking to accelerate your career and reimagine the banking landscape, this is your moment.

Let’sshape the future of banking together!

Contributes to the overall success of the Operations Strategy & Enablement / Digital Channels team by supporting the execution of the AI Enablement roadmap through analysis, reporting, stakeholder management and delivery support. This includes the delivery of initiatives that improve client self-serve experiences (e.g., Conversational AI, Agent assist) including AI monitoring, continuous performance measurement, insights generation, and documentation to enable informed prioritization and continuous improvement.

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

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Supports the Channels and AI Enablement roadmap by gathering requirements, documenting Client flows, and maintaining materials (e.g., trackers, runbooks, and stakeholder updates) to enable on-time delivery and clear decision-making
• Analyzes channel and AI program performance (e.g., containment, call/chat deflection, first contact resolution, adoption and quality measures) by consolidating data from agreed sources, identifying trends, and producing concise insights and recommendations for continuous improvement.
• Applies a strong analytical skill set to interpret complex data, identify patterns and root causes, and translate findings into actionable insights that support sound decision-making.
• Monitors KPIs and measurement approaches for AI-enabled channels (e.g., containment/deflection, adoption, quality, escalation accuracy), including metric documentation.
• Leads ongoing monitoring routines (e.g., intent drift, response quality, escalation patterns, operational incidents) and supports triage by identifying root causes, documenting findings, and coordinating actions with Technology/Operations partners.
• Designs and supports experiments and optimization cycles (e.g., content improvements, prompt/knowledge updates, routing changes), and evaluates impact to recommend next-best actions.
• Coordinates release readiness activities (e.g., UAT support, validation of reporting, operational playbooks, and hypercare tracking) to ensure changes are implemented smoothly and issues are addressed quickly.
• Prepares clear, concise stakeholder communications and presentation content (including executive-ready summaries) that articulate performance, risks/issues, dependencies, and recommendations.
• Coordinates with external vendors/partners (where applicable) to manage deliverables, track issues, and validate outputs against business requirements and quality expectations.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the…