Requisition ID: 252879
The Director, End-User Experience & Optimization leads the implementation and operationalization of Scotiabank's Digital Employee Experience (DEX) and Automation strategy. This role is accountable for transforming traditional IT support into an intelligent, proactive, self-healing ecosystem-where technology friction is detected and resolved before productivity is impacted. This mandate establishes the foundation for a modern, insight-driven, AI-enabled support model that enhances employee satisfaction and drives enterprise-wide performance improvements.
Is this role right for you? In this role, you will:
• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Translate digital employee experience roadmap into executable enterprise program utilizing experience measurement telemetry, analytics, and sentiment tools to assess real-time digital experience quality.
• Lead AI-driven transformation of the Technology Service Desk and all employee-facing support channels including driving the design and rollout of AI-enabled self-service capabilities, intelligent routing, and predictive assistance models.
• Implement self-healing capabilities across hardware, software, and configuration layers, minimize manual troubleshooting by enabling automation-first resolution patterns, and partner with platform engineering to embed automation triggers, real-time diagnostics, and corrective actions across device fleets.
• Establish and lead a global DEX Command Center monitoring live device experience and performance analytics while identifying and eliminating sources of digital friction across the end-to-end employee journey.
• Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.
Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:
• 8-12+ years of progressive leadership experience in Digital Employee Experience, End-User Computing, IT Service Management, Automation, or related disciplines.
• 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 related field; advanced degree an asset.
What's in it for you?
• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - 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. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!
Location(s): Canada : Ontario : Toronto
