{"id":3474239,"url":"https://alion.io/job/scotiabank-self-service-ecosystem-customer-experience-manager","title":"Self Service Ecosystem & Customer Experience Manager","company":{"id":1754303,"name":"Scotiabank","domain":"scotiabank.com","url":"https://alion.io/company/scotiabank-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":44,"ghost_share":0,"stale_share":0,"repost_share":0.023,"time_to_fill_p50_days":17,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nassau, Bahamas"],"countries":["BS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":121000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1152},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false}],"status":"live","first_seen_at":"2026-10-29T18:16:10Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T12:29:24Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Requisition ID: 277945\nEmployee Referral Program - Potential Reward:\nWe are committed to investing in our employees and helping you continue your career at Scotiabank.\nPurpose\nThe Manager, Self-Service Ecosystem & Customer Experience is responsible for executing the country’s self-service ecosystem (ATM network, Digital Platforms - Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents, etc.) and Customer Experience (CX) strategy, overseeing the performance and continuous improvement of all self-service channels.\nAdditionally, the manager is responsible for addressing local challenges with all relevant stakeholders by coordinating working sessions to track the progress of open action items and provide status updates to the Retail Business Line and/or customers, working closely with the Technology Monitoring team to ensure the ATM fleet is optimally available to serve customers conducting their day-to-day transactions.\nThe role ensures the delivery of a seamless, customer-centric omnichannel experience while driving adoption of digital and self-service channels and improving operational efficiency through transaction migration and performance optimization.\nKey Accountabilities\nSelf-Service Ecosystem Management\nOversee the day-to-day performance and availability of the self-service ecosystem (ATM network, Digital Platforms - Online & Mobile App, Retail Payment platforms such as ACH, RTGS, Banking Agents, etc.).\nEnsure service levels, operational efficiency, and customer experience standards are met across all self-service channels by working closely with the relevant stakeholders to optimize the availability of retail digital banking channels and payment platforms, as applicable and noted above, to facilitate the achievement of transaction migration and digital adoption targets.\nSupport the implementation of initiatives to increase the usage and adoption of self-service channels.\nMonitor transaction volumes and trends, identifying opportunities to improve channel utilization.\nLead the communication process with internal stakeholders, advising of current and planned outages as well as anticipated service restoration timelines when self-service channels are down or out of service, in coordination with ATM Monitoring & Support and Digital Factory teams.\nChannel Migration & Efficiency\nExecute transaction migration strategies to shift volume from high-cost to lower-cost channels (e.g., branch to self-service/digital).\nTrack and support the optimization of Cost per Transaction (CPT) through channel performance improvements.\nIdentify and implement opportunities to streamline processes and reduce customer effort.\nOmnichannel Experience Integration\nEnsure consistency and alignment of customer experience across branches, digital platforms, and self-service channels.\nCollaborate with digital, product, and distribution teams to improve customer journeys across touchpoints.\nSupport initiatives that reduce friction and enhance ease of use across channels.\nLiaise and work closely with stakeholders such as, but not limited to, Branches, Customer Service Unit, Real Estate, Operations Business Support, ATM Monitoring & Support, SSC, Caribbean Digital Factory, and Caribbean Retail Support to optimize retail digital channel usage and reliability\nCustomer Experience Execution\nExecute the country’s Customer Experience strategy as it relates to the self-service ecosystem, ensuring alignment with regional and global CX frameworks.\nAct as a voice of the customer by analyzing end-to-end customer journeys and identifying pain points and improvement opportunities.\nSupport the design and implementation of initiatives to enhance customer satisfaction and loyalty.\nMonitor and track CX metrics (e.g., NPS), ensuring effective follow-up and action planning to address gaps.\nPromote a customer-centric culture within business units and distribution channels.\nData & Performance Management\nAnalyze channel performance and CX data to generate insights and support decision-making.\nPrepare regular reporting on key metrics such as channel usage, adoption rates, and service performance.\nContribute to a test-and-learn culture by supporting pilot initiatives and continuous improvement efforts.\nStakeholder Coordination\nWork closely with key stakeholders such as, but not limited to, Technology, Operations, Marketing, Risk, Compliance, and business teams to support initiative execution.\nCoordinate cross-functional efforts to ensure timely and effective delivery of self-service initiatives.\nSupport vendor and partner coordination related to the self-service ecosystem.\nRisk & Compliance\nEnsure all activities comply with internal policies, regulatory requirements, and risk frameworks.\nIdentify and escalate operational, compliance, and customer experience risks when applicable.\nPromote adherence to the Bank’s risk culture and operational standards.\nKey Skills\nCustomer-centric mindset\nAnalytical and problem-solving skills\nStrong execution and organizational skills\nStakeholder coordination\nEffective communication (written and verbal)\nResults-oriented\nAdaptability and continuous improvement mindset\nProject management mindset will be an asset\nHierarchical Relationships (Job Titles Only)\nPrimary Reporting Line:\nSenior Manager, Self-Service Channels (English Caribbean Big Country)\nDotted Reporting Line:\nSenior Manager, Customer Experience (English Caribbean Big Country)\nDirect Reports:\nN/A\nDimensions\nSupports management of 13-82 ATMs/IDMs.\nSupports oversight of 4+ Banking Agents (1 per country).\nInfluences 98% of total retail transactions through self-service channels.\nContributes to improvements in NPS, digital adoption, and Cost per Transaction.\nEducation / Experience / Other Information\n(include only those specific to the role)\nBachelor’s degree in Business Administration, Engineering, Finance, or a related field.\n4-6 years of experience in banking, customer experience, channels, or operations.\nExperience working with distribution channels (branch, digital, or self-service).\nExposure to data analysis, customer journeys, or process improvement initiatives.\nBasic knowledge of agile methodologies is an asset.\nWorking Conditions\nHybrid work model.\nCross-functional collaboration with multiple stakeholders.\nOccasional travel may be required.\nLocation(s): Bahamas : New Providence : Nassau || Bahamas : Abaco : Marsh Harbour || Bahamas : Andros : Nicholls Town || Bahamas : Exuma : George Town || Bahamas : Grand Bahama : Freeport\nScotiabank 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.\nAt 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.\nNote: All postings in me@Scotiabank will remain live for a minimum of 5 days.","description_format":"text","description_chars":7664,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Bahamas","iso":"BS","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Wealth Management & Financial Advisors","Investment Banking & M&A Advisory","Digital Banks & Neobanks"],"lifecycle":[{"event":"open","at":"2026-10-29T18:16:10Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":4,"expected_fill_days":17,"reasons":["conf:4","wave","velocity","win:early","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/scotiabank-self-service-ecosystem-customer-experience-manager","json_url":"https://alion.io/job/scotiabank-self-service-ecosystem-customer-experience-manager.json","meta":{"generated_at":"2026-11-03T15:42:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21874,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1754303},"rest":"https://alion.io/mcp/rest/get_company?id=1754303"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fscotiabank-self-service-ecosystem-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fscotiabank-self-service-ecosystem-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fscotiabank-self-service-ecosystem-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/scotiabank-self-service-ecosystem-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fscotiabank-self-service-ecosystem-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3474239}},{"tool":"search_jobs","arguments":{"company":"scotiabank.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3474239},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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