Senior Manager, VOC Transformation Delivery

Title:

Senior Manager, VOC Transformation Delivery

Requisition

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

Purpose
The Senior Manager, VoC Transformation Delivery is responsible for leading strategic initiatives that enhance how the Bank captures, understands, and acts on client feedback. The role acts as the business lead for assigned work streams, bringing together cross-functional teams to plan, coordinate, and execute work from concept through implementation.

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

Lead the delivery of strategic modernization, client listening, and transformation initiatives from planning through implementation.

Define work plans, milestones, dependencies, risks, and business deliverables required to achieve program objectives.

Drive execution across multiple stakeholders, ensuring work remains on track and barriers to delivery are addressed proactively.

Coordinate activities across business, technology, operations, vendor, and support teams.

Lead initiatives that enhance the Voice of the Client program, including listening capabilities, feedback collection processes, governance, reporting, and insights activation.

Facilitate working sessions, workshops, and decision-making forums to advance initiatives and resolve issues.

Build strong partnerships across business and technology teams to drive alignment, progress, and delivery outcomes.

Partner with business leaders across markets, segments, and functions to align enterprise client listening priorities and support adoption of leading practices.

Partner closely with Technology Project Managers to ensure integrated delivery across business and technology work streams.

Identify interdependencies across work streams and coordinate activities to mitigate risk and support successful delivery.

Ensure business needs, operational readiness, and stakeholder requirements are incorporated into solution design and implementation.

Support the implementation and ongoing evolution of Voice of the Client capabilities, ensuring platforms and processes enable meaningful business and client outcomes.

Provide clear visibility into progress, issues, dependencies, risks, and key milestones.

Escalate risks and challenges proactively while recommending solutions and mitigation strategies.

Support business readiness activities required for successful implementation and adoption.

Drive stakeholder engagement, communications, training, and change adoption activities as required.

Success Profile
The successful candidate is a highly organized, results-oriented leader who excels at bringing people together to solve problems and drive execution. They thrive in complex environments, can connect strategy to delivery, and ensure stakeholders remain aligned and accountable as initiatives move forward.

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

6-8+ years of experience in transformation, customer experience (CX), insights, research, business strategy, program delivery, or related disciplines

Experience supporting or leading Voice of the Client (VoC), client listening, customer feedback, insights, or experience management initiatives is considered an asset

Strong communication, stakeholder management, facilitation, and organizational skills, with the ability to balance strategic thinking and attention to detail

Demonstrated ability to lead cross-functional initiatives, influence stakeholders, and drive results in complex, matrixed environments

English required;
Spanish considered an asset

Working Conditions
This role operates in a hybrid work environment and requires presence in the office 3-4 days per week

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…