Manager, Digital Communication Strategy Analytics

Scotiabank • Toronto, ON

4d • Hybrid

About The Position

This role involves conducting analytics to improve Canada Collection’s digital communications strategies to maximize dollars collected while adhering to the Bank’s credit loss & operations expense plans. The position requires analyzing customer behavior and the effectiveness of collection treatments (SMS, email, IVR & Live call), recommending improvements to communication strategies to the Canada Collections leadership team, and identifying and tracking Key Performance Indicators (KPIs) related to communication strategy performance. The role also involves leveraging champion/challenger methodologies to measure the effectiveness of email & SMS campaigns, producing monitoring & performance reports that measure benefits in cost to collect and loss avoidance, and communicating results with recommendations focused on incremental profitability. Additionally, the role requires monitoring the effectiveness of digital communication strategies to identify actionable opportunities, developing business line relationships to expand services and enhance customer experience, and staying informed about emerging regulatory requirements and trends to assess potential impact and advise management.

Requirements

• 3-5 years of analytical experience including statistical analysis
• Advance knowledge and 3+ years expertise with reporting & statistical software packages such as SAS, Power BI, SQL, & Python
• Experience with SQL Server
• Experience manipulating large and complex databases
• Results driven individual with high level of curiosity and ability to dive into details without losing sight of the big picture
• Strong Analytical, problem-solving, and communication skills
• Exceptional organization skills to prioritize, manage, and implement a variety of competing initiatives, on a concurrent or staggered basis
• A University degree in Economics, Finance, Engineering, Mathematics, Computer science, or information technology related discipline.

Responsibilities

• Conduct analytics to improve Canada Collection’s digital communications strategies in order to maximize dollars collected while delivering on the Bank’s credit loss & operations expense plans.
• Conduct data analyses of customer behavior and effectiveness of collection treatments (SMS, email, IVR & Live call).
• Recommend improvements to communication strategies to Canada Collections leadership team.
• Identify and track KPIs related to the communication strategies performance and communicate accordingly to the stakeholders.
• Leverage champion/challenger methodologies to measure effectiveness of email & sms campaigns in order to contribute to production of monitoring & performance reports, measuring benefits in cost to collect.
• Oversees production of analyses pertaining to customer behavior and effectiveness of collection treatments.
• Responsible for the end-to end design and implementation of communication strategies, from data analytics to identify opportunities & monitor results, to system configuration to deploy strategies into production.
• Produce monitoring & performance reports, measuring benefits in loss avoidance & cost to collect.
• Communicate results & generate recommendations with focus on incremental profitability.
• Monitor effectiveness of digital communication strategies, identifying actionable opportunities to address market & portfolio headwinds.
• Develop & improve business line relationships to expand scope of existing services and enhance customer experience.
• Keep abreast of emerging regulatory requirements and trends, assessing potential impact to the bank, making recommendations to management and senior executives on strategies to mitigate impact and enhance effectiveness.

Benefits

• Diversity, Equity, Inclusion & Allyship
• Accessibility and Workplace Accommodations
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager