Senior Analyst, Channel Enablement - Tangerine

Requisition ID: 212435

Tangerine is Canada's leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It's important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

The Role

Contributes to the overall success of the Digital Channels Team, Tangerine Bank, in Canada, ensuring specific individual goals, plans, initiatives are delivered in support of the team's business strategies and objectives. 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.
  
• Work closely with the Chatbot vendor to ensure the Roadmap has been clearly communicated and has the appropriate vendor support and commitment to delivery.
  
• Analyze best practices, client feedback, new vendor offerings and learnings from metrics tracking and competitive analysis to recommend opportunities for improvements to the client experience, tools, etc.
  
• Collaborate with Product, Projects, Contact Centre, Operations, Design and CX teams to develop change experience plans for new or changing client experiences: identify experience gaps, and advocate for less complexity and reduced customer effort whenever possible.
  
• Receive requests for updates on Chatbot and self-serve content via a process defined by the team.
  
• Collaborate with writing, translations, product, marketing, projects teams and the vendor to ensure content delivery on time.
  
• Create and map the flows for the new content in the chatbot console, ensuring French and English language variations and utterances are accounted for.
  
• Responsible for conducting content testing pre and post launch and perform ongoing content regression testing for Chatbot and FAQ.
  
• Identify what makes change experiences negative for our clients (client feedback), always operating/moving constructively toward defining positive alternatives.
  
• 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:

• University degree or minimum 3+ years related financial services experiences
• Digital bank/channel support experience
• Experience with Chatbot technology is an asset.
• Subject-matter expertise across multiple channels and lines of business.
• A passion for driving excellent client experiences.
• Ability to work in a fast-paced, dynamic environment and manage multiple deliverables through effective prioritization.
• Project management experience is an asset
• Bilingual with French Language knowledge and business writing skills.
  

Location(s): Canada : New Brunswick : Moncton || Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.