Senior Manager, Analytics & BI- Service Interactions

Responsibilities

• Lead and oversee the Service Interaction Analytics & BI function in Canada to improve client experience and service efficiency.
• Develop client experience strategies by analyzing client interaction, operational, and behavioral data into actionable recommendations.
• Partner with Journey Leads, CX, Operations, and Technology to design, measure, and refine service journeys.
• Build and maintain performance measurement frameworks, scalable dashboards, and scorecards to track service health and OKRs.
• Act as a subject matter expert on service interaction data, influencing data architecture, taxonomies, and analytical tooling.
• Build and lead a high-performance team by fostering an inclusive environment and implementing effective people strategies.

Requirements

• Bachelor’s degree in Analytics, Computer Science, Statistics, Economics, Business, Engineering, or a related field.
• Over 5 years of experience in the financial sector or customer experience analytics.
• More than 5 years of experience in data analysis.
• Proficiency with Google Cloud Platform (GCP), BigQuery, Azure Databricks, Python, R, SQL, and Excel.
• Experience with data visualization tools such as Power BI and storytelling with data.
• Knowledge of data governance, privacy, and compliance.
• Experience with machine learning or advanced statistical modeling.
• Familiarity with agile methodologies.

Preferred Qualifications

• Master’s degree in Management Analytics or an MBA.
• Domain knowledge in digital or channel service environments.

Benefits

• Competitive rewards program including bonus, flexible vacation, and personal/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 customers, families, and communities achieve success through a broad range of advice, products, and services across personal, commercial, and investment banking.