Director, End User Experience & Optimization

Responsibilities

• Lead the implementation and operationalization of Scotiabank’s Digital Employee Experience (DEX) and Automation strategy.
• Transform traditional IT support into an intelligent, proactive, and AI-enabled ecosystem using self-healing capabilities and predictive assistance.
• Translate the digital employee experience roadmap into executable enterprise programs using telemetry, analytics, and sentiment tools.
• Drive AI-driven transformation of the Technology Service Desk and all employee-facing support channels.
• Establish and lead a global DEX Command Center to monitor live device experience and eliminate digital friction.
• Build and lead a high-performance team by fostering an inclusive environment and implementing effective people strategies.

Requirements

• 8–12+ years of progressive leadership experience in Digital Employee Experience, End-User Computing, IT Service Management, or Automation.
• Demonstrated experience modernizing support ecosystems through AI, automation, and self-service capabilities.
• Experience leading global or large-scale operational teams in complex environments.
• Bachelor’s degree in Technology, Engineering, Business, or a related field.

Preferred Qualifications

• Advanced degree in a relevant field.
• Experience with experience measurement telemetry and real-time digital experience analytics.

Benefits

• Competitive rewards program including bonus, flexible vacation, personal, and sick days.
• Comprehensive benefits starting on day one.
• Upskilling opportunities through online courses, cross-functional development, and tuition assistance.
• Inclusive culture with access to various Employee Resource Groups (ERGs).

About the Company

Scotiabank is a leading bank in the Americas, guided by the purpose "for every future." We help our customers, their families, and their communities achieve success through a broad range of financial products and services, including personal and commercial banking, wealth management, and capital markets.