Scotiabank

Senior Analyst, Channels and AI Enablement - Tangerine

Scotiabank • $80K — $95K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Post-secondary degree in Business, Analytics, Economics, Computer Science, Engineering, or related discipline.
  • 3-5 years of experience in analytics, reporting, operations, or digital/channel roles, preferably in financial services.
  • Ability to structure and analyze ambiguous problems and communicate insights to stakeholders.
  • Experience in building and maintaining performance reporting and KPI definitions, with a focus on data quality.
  • Knowledge of digital channels and AI capabilities such as chatbots and generative AI.

Responsibilities

  • Contribute to the execution of the AI Enablement roadmap by analyzing, reporting, and managing stakeholders.
  • Champion a customer-focused culture to enhance client relationships and utilize broader bank systems.
  • Analyze AI program performance by consolidating data and producing actionable insights for improvement.
  • Monitor KPIs for AI channels and manage regular performance checks to ensure high-quality services.
  • Lead ongoing monitoring routines to identify root causes of operational incidents and improve processes.
  • Design and support experiments for content and service optimization based on performance metrics.
  • Prepare stakeholder communications and presentations that articulate risks, recommendations, and dependencies.

Benefits

  • Join a diverse and inclusive team that encourages collaboration and recognizes achievements.
  • Gain access to a wide array of courses for continuous career development and skill enhancement.
  • Receive support for future savings and total well-being through comprehensive benefits.
  • Enjoy a casual work environment with no strict dress codes, promoting authenticity.
  • Experience workspace flexibility and the excitement of working at the official Bank of the Toronto Raptors.
Full Job Description
Requisition ID: 270060

What you will be doing:

Contributes to the overall success of the Operations Strategy & Enablement / Digital Channels team by supporting the execution of the AI Enablement roadmap through analysis, reporting, stakeholder management and delivery support. This includes the delivery of initiatives that improve client self-serve experiences (e.g., Conversational AI, Agent assist) including AI monitoring, continuous performance measurement, insights generation, and documentation to enable informed prioritization and continuous improvement. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

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

  • Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Supports the Channels and AI Enablement roadmap by gathering requirements, documenting Client flows, and maintaining materials (e.g., trackers, runbooks, and stakeholder updates) to enable on-time delivery and clear decision-making
  • Analyzes channel and AI program performance (e.g., containment, call/chat deflection, first contact resolution, adoption and quality measures) by consolidating data from agreed sources, identifying trends, and producing concise insights and recommendations for continuous improvement.
  • Applies a strong analytical skill set to interpret complex data, identify patterns and root causes, and translate findings into actionable insights that support sound decision-making.
  • Monitors KPIs and measurement approaches for AI-enabled channels (e.g., containment/deflection, adoption, quality, escalation accuracy), including metric documentation.
  • Leads ongoing monitoring routines (e.g., intent drift, response quality, escalation patterns, operational incidents) and supports triage by identifying root causes, documenting findings, and coordinating actions with Technology/Operations partners.
  • Designs and supports experiments and optimization cycles (e.g., content improvements, prompt/knowledge updates, routing changes), and evaluates impact to recommend next-best actions.
  • Coordinates release readiness activities (e.g., UAT support, validation of reporting, operational playbooks, and hypercare tracking) to ensure changes are implemented smoothly and issues are addressed quickly.
  • Prepares clear, concise stakeholder communications and presentation content (including executive-ready summaries) that articulate performance, risks/issues, dependencies, and recommendations.
  • Coordinates with external vendors/partners (where applicable) to manage deliverables, track issues, and validate outputs against business requirements and quality expectations.
  • Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Actively 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.
  • Champions a high performance environment and contributes to an inclusive work environment.


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

  • Post-secondary degree/college diploma in Business, Analytics, Economics, Computer Science, Engineering, or related discipline (or equivalent experience).
  • 3-5 years of experience in analytics, reporting, operations, or digital/channel roles (financial services experience considered an asset).
  • Demonstrated ability to independently structure ambiguous problems, analyze data, and translate findings into clear insights and recommendations for stakeholders.
  • Experience building and maintaining recurring performance reporting and KPI definitions; strong attention to detail and data quality mindset.
  • Knowledge of digital channels and AI-enabled capabilities (e.g., chatbot, generative AI, agent assist) and familiarity with governance, controls, and change management expectations.
  • Strong written and verbal communication skills; able to create stakeholder-ready summaries, presentations, and executive updates.


What's in it for you?

  • You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
  • You will have access to thousands of online and in-person courses so you can shape your career growth with support from diverse industry leaders.
  • You will get our help to save for your future and to invest in your total well-being through our Tangerine benefits.
  • You belong here, and we are equal and uncomplicated. Bring your true self to work, dress codes don't apply here.
  • You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.


Location(s): Canada : Ontario : Toronto

About Scotiabank

Scotiabankers are committed to helping individuals, companies, and communities to thrive in a changing world. From personal and business banking, brokerage, and insurance, to private wealth, and the most sophisticated commercial, corporate and institutional services, they serve the diverse needs of some 21 million customers in more than 55 countries. Founded in 1832 in Halifax, Nova Scotia, their growth has always been fuelled by the success of their customers and their longevity secured by an unshakable commitment to carefully and expertly managing risk and capital. That focus on doing what's right for customers—short- andlong-term—has made us a global financial services leader. Headquartered in Canada, they are over 86, 000 Scotiabankers strong. Each of us are committed to being the best at understanding their customers' needs and all of us working together to deliver practical advice and relevant solutions that help their customers become financially better off.

Scotiabank Careers

Join Scotiabank, a premier financial institution, and become part of a diverse and inclusive team that’s leading the way in global banking. At Scotiabank, we offer more than just job opportunities; we provide a platform for professional growth and innovation in the financial services industry.

Work You’ll Do

At Scotiabank, we’re not just filling positions; we’re cultivating leaders. Dive into a workplace where diversity training and leadership development shape the path to your future. Our commitment to professional growth is evident in our robust training programs and continuous learning opportunities that foster innovation and strategic thinking.

Explore a World of Opportunities

Whether you’re looking for a full-time position, an internship, or a leadership role, Scotiabank has a spectrum of opportunities to fit your career ambitions. Our team is composed of individuals who bring a wealth of skills and perspectives to our company, driving us forward with their creativity and strategic insights.

Innovative Work Environment

Scotiabank’s culture is one of collaboration and respect, where each team member’s contribution is valued. Engage in meaningful work that challenges you to leverage your skills and push the boundaries of what’s possible in the banking sector. Our innovative projects not only support the growth of the company but also ensure our position as a leader in the industry.

Benefits and Growth

Choosing a career at Scotiabank means opting for a life of growth and opportunity. Our employees enjoy competitive benefits, including comprehensive health coverage, retirement plans, and flexible working conditions, all designed to support your career and personal life. We believe in nurturing our team’s potential by providing them with the tools they need to succeed both professionally and personally.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Scotiabank by searching our open positions that match your skills and interests. We are continuously hiring and looking for passionate, curious, and solution-driven team players.

Networking and Professional Development

Stay connected and advance your career through Scotiabank’s extensive networking opportunities. Participate in events that connect you with other professionals and leaders within the industry. Our career resources will help you prepare your resume, ace your interviews, and land the job that best suits your career goals.

Stay Ahead

Keep up to date with the latest in career tips, industry insights, and company news—all from the people who work here at Scotiabank. Personalize your experience by subscribing to job alert emails tailored to your preferences and be the first to know about new openings and exciting developments. Join Scotiabank and be part of a team that values integrity, respect, and accountability. Discover how your career can flourish in an environment committed to your professional development and personal growth.
Learn more about Scotiabank
Size
90,619 employees
Market Cap
$57.5 billion
Industry
Finance & Insurance
5 Year Trend
+7%
NASDAQ
BNS
* Ladders Estimates

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