Senior Manager, Digital Channel Performance

Requisition ID: 275901

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Role

As the Senior Manager, Digital Channel Performance, you will lead the planning, measurement, management, and optimization of digital sales and channel performance across assigned Canadian Banking products, journeys, programs, and campaigns.

This role is accountable for translating performance data into clear, executive-ready insights that identify growth opportunities, performance gaps, customer journey friction, and strategic actions required to improve digital sales, customer experience, and channel effectiveness.

As part of Scotiabank’s Digital Performance team, the Senior Manager will play a key leadership role in digital performance management, annual fiscal planning, business reporting, and strategic performance storytelling. The role will partner closely with Digital Partners, Product, Marketing, Risk, Analytics, Finance, Engineering, and Fraud to influence priorities, support decision-making, and drive measurable business outcomes.

The successful candidate will be grounded in data-driven decision-making, with a strong understanding of digital channels, financial products, customer behaviour, performance analytics, and executive communication. This role requires the ability to simplify complex information, socialize insights effectively, and influence action across senior stakeholders.

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

• Digital Channel Performance Management

Lead performance management for assigned digital products, journeys, channels, and campaigns, ensuring clear visibility to performance against annual targets, forecasts, strategic objectives, and business priorities.

Proactively identify underperforming areas across the digital journey and lead structured diagnostics to determine root causes, business impact, and required remediation.

Partner with Business Lines, Product, Digital Journey Managers, Marketing, Risk, Analytics and other cross-functional teams to understand performance drivers and align on actions required to improve results.

Monitor and assess digital sales, revenue, funnel, conversion, engagement, and customer experience KPIs to identify performance trends, risks, opportunities, and recommended actions.

Support annual planning and in-year performance management by providing data-driven insights, performance outlooks, initiative impact assessments, and recommendations to support business growth.

• Funnel Diagnostics, Journey Optimization and Growth Opportunities

• Lead end-to-end digital funnel analysis across assigned portfolios and other relevant product-specific KPIs.
• Identify customer journey friction points, conversion gaps, drop-offs, and experience opportunities that impact sales performance, revenue growth, or customer outcomes.
• Evaluate the effectiveness of digital initiatives, campaigns, enhancements, and roadmap items, including their impact on customer behaviour, digital adoption, funnel conversion, sales outcomes, and return on investment.
• Bring forward new insights and recommendations that support digital growth, improve customer experience, and strengthen channel performance across the Canadian Banking ecosystem.

• Executive Reporting and Performance Storytelling

• Lead the development of executive-ready performance narratives for monthly and quarterly business reviews, performance committees, scorecards, planning forums, and ad hoc senior leadership updates.
• Champion a shift from reporting results to driving insight-led decision-making and measurable business action.
• Translate complex data and analysis into clear, concise, and actionable insights that explain what changed, why it changed, business implications, risks, opportunities, and recommended next steps.
• Support senior leaders with fact-based insights and recommendations to inform business decisions, prioritization, investment trade-offs, and strategic direction.

• KPI Governance, Reporting Discipline and Data Quality

Define, maintain, and continuously improve KPI frameworks, reporting methodologies, data definitions, and performance measurement standards for assigned products and journeys.

Ensure performance reporting is accurate, consistent, timely, and aligned to business objectives, executive expectations, and enterprise reporting standards.

Partner with Analytics, Data Engineering, Product, and Business teams to resolve data quality issues, reporting gaps, methodology inconsistencies, and source-system limitations.

Identify opportunities to modernize, automate, and simplify reporting processes to enable faster insights, improved governance, and greater scalability across Digital Performance reporting.

• Cross-Functional Leadership and Strategic Influence

Act as a trusted performance partner to Business Lines, Product, Marketing, Risk, Analytics, Finance, Engineering, Fraud, and Digital teams by bringing an objective, enterprise-wide view of digital channel performance.

Influence roadmap prioritization, campaign optimization, risk and fraud-related discussions, journey enhancements, and business actions through credible insights and performance evidence.

Build strong relationships across stakeholder groups to align on performance drivers, common definitions of success, key risks, and shared action plans.

Represent Digital Performance in relevant forums, ensuring digital channel performance opportunities, risks, and dependencies are clearly understood and actioned.

• People Leadership and Team Development

• Lead and develop a high-performing team by setting clear priorities, providing coaching, building capability, and supporting career development.
• Foster a culture of accountability, curiosity, collaboration, inclusion, continuous improvement, and business ownership.
• Strengthen the team’s capabilities in analytics, performance storytelling, stakeholder management, executive communication, and strategic influence.
• Establish effective operating rhythms, workback plans, quality review processes, and governance routines to ensure deliverables are completed with accuracy, consistency, and business impact.
• Create an inclusive environment where team members feel empowered to share ideas, challenge assumptions, solve problems, and contribute to better business outcomes.

• Risk, Controls and Scotiabank Values

Lead day-to-day activities in a manner consistent with the Bank’s risk culture, risk appetite, applicable policies, regulatory requirements, and business controls.

Ensure the team operates in accordance with Scotiabank’s Values, Code of Conduct, Global Sales Principles, and relevant obligations related to operational, compliance, AML/ATF, sanctions, conduct, and reputational risk.

Communicate and model the Bank’s risk culture, ensuring performance recommendations and business decisions appropriately balance growth, customer experience, controls, and risk considerations.

Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.

Demonstrate Scotiabank’s values of accountability, passion, integrity, and respect while promoting an inclusive, high-performance 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:

Minimum of 7+ years of professional experience in digital performance, analytics, product performance, business performance management, strategy, or a related field.

Experience with executive-level performance insights, strategic reporting, and ad hoc analyses to inform senior leadership decisions.

Familiarity with Big Data and cloud platforms (e.g., GCP, Spark, Hive) and strong SQL and Python skills.

Experience with performance reporting and analytical tools such as Power BI, Adobe Analytics, Excel, enterprise data platforms, and/or related digital analytics tools.

Strong analytical and problem-solving skills with the ability to assess performance drivers, identify root causes, evaluate trade-offs, and recommend practical solutions.

Strong understanding of digital funnel performance, digital sales, customer journeys, campaign performance, revenue drivers, customer behaviour, and channel optimization.

Proven ability to translate complex data into clear insights, executive-ready narratives, recommendations, and action plans.

Experience partnering across Product, Marketing, Analytics, Engineering, Risk, Fraud, Finance, Business Lines, and senior leadership teams to diagnose performance and influence business outcomes.

Strong people leadership experience; including coaching, prioritization, stakeholder management, capability building, and development of high-performing teams.

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 employees 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, Humans of Digital and much more!

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.