Requisition ID: 207245
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
We are looking for an experienced Group Manager, Behavioural Design who will help elevate the practice of CX and evidence-based design within Scotiabank. As a Group Manager, Behavioural Design, you will be part of the Design Community of Practice and a team of behavioural and engagement designers, experiment and beta designers, data analysts and practitioners providing support for multiple product teams made up of designers, product managers, and engineers. You will lead a team of practitioners to be grounded in the latest applicable research, articulate target behaviours, identify barriers to target behaviours, design experiments for beta and design effectiveness, and create measurement strategies for CX, using a variety of methods to verify mental models, validate concepts, and support the ongoing development and improvement of Scotiabank digital products.
Is this role right for you?
Provide guidance, support, and coaching for a team.
Contribute to the conversation around best practices around how to build the best software for customers
Advocate for the people who use our products
Help develop, implement, and maintain our CX practice
Act as a thought leader in cx design
Work cross-functionally with design, product management, data science, content strategy, engineering and marketing
Design and execute studies that address both user behavior and attitudes, as well as business needs, using the right methodology for the right questions
Participate in project kickoffs, design critiques and ideation sessions. Use these and other opportunities to share findings and insights from research, and share key feedback from users.
Create strategic connections with other teams to help foster customer-focused design and create opportunities to increase visibility into the team's activities.
Champions a high-performance, collaborative and supportive environment and contributes to an inclusive work environment
Actively pursues effective and efficient operations of his/her 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.
Understands how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
Behavioural audits journeys for opportunities to optimize and improve existing experiences, evaluating designs through testing, reviews, and critiques
Partners to solve complex design challenges through the lens of behavioural design in a range of contexts, including digital interactions, digital selling, digital services, physical spaces and physical products
Proactively applies behavioural design to avoid dark patterns and evaluate digital experiences for design ethics and safety
Gather feedback from clients and create insights for teams to take action
Designs and conducts experiments to test the impact of designs for desired behavioural outcomes and beta tests
Designs and conducts primary, secondary and applied research through both qualitative and quantitative methods, to understand psychological, behavioural and cultural factors which influence people's financial habits, decisions and wellbeing; creating a pathway for innovation and change
Applies behavioural science expertise across a number of active projects aimed at reimagining how we serve our customers from a human-centric viewpoint, including the three-step process: understanding behaviour and context; ideating and designing behavioural strategies and solutions; and impact evaluation and experimentation
Provide oversight to three aspects of the practice: behavioural design; experiment design, and CX metrics strategies.
Collaborate with and support the Head of CX Design to plan and execute annual strategic direction and programming.
Do you have the skills that will enable you to succeed in this role?
B.A/B.S. in a field related to human behavior, such as HCI, psychology, anthropology, sociology, communication, information science, media studies, computer science, or economics
5+ years' experience in product research and usability evaluation, design thinking and/or innovation strategies
Experience with inclusive research and behavioural design
Data visualization and strategic storytelling
Design strategy and Design thinking approaches
Collaborating closely with designers, developers, product managers, accessibility experts, and other disciplines to design, implement, and track new products or experiences
Research experience in a product development or service design context
Hands-on experience gathering requirements, prioritizing, planning research, identifying and recruiting the perfect participants, gathering data, analyzing & summarizing results, and sharing findings
Comfort making design recommendations based on research and best practices
Familiarity with combining qualitative and quantitative data
A desire to continually experiment with and develop new methods
Examples of how you influenced teams or companies to become more people-centred
A love of asking questions, seeking answers, and working with others to solve difficult design problems
What's in it for you?
Location(s): Canada : Ontario : Toronto
Scotiabank 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.
At 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.