Group Manager, CX Design in Toronto, Ontario


Group Manager, CX Design

Requisition ID: 198368

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

For this position, we are looking for an experienced Lead UX Researcher, CX Designer or Design Strategist who will help elevate the practice of CX design within Scotiabank.

As a Group Manager, CX Design you will be part of the Design Community of Practice and a team of UX Researchers, Service Designers, and Product + Design Strategists providing support for multiple product teams made up of designers, product managers, and engineers. You will lead a team of CX practitioners to conduct research, compile design strategy, and service designs using a variety of methods to verify mental models, validate concepts, and support the ongoing development and improvement of Scotiabank digital products.

You will partner with our accessibility team to evaluate products to ensure that they encompass inclusive design principles. You will contribute your expertise to new initiatives to help us create useful, usable, and delightful new products and features for our customers. You’ll collaborate with our team of data scientists to validate findings through mixed methods, as well as collaborate with our Design and Product partners to ensure we are incorporating a long-term strategic view in our work. You’ll inspire change at all stages of product development by delivering compelling written, in-person and visual presentations of your findings. You should have broad skills in qualitative and design research methods, service design, design thinking approaches and a good understanding of quantitative concepts as well.

In this role, you will:

  • Provide guidance, support, and coaching for a team.

  • Conduct remote and in-person research using a range of methods.

  • Drive inclusiveness in principle and practice.

  • Conduct usability testing to ensure that our products work for everyone.

  • Lead workshops and other group activities that help build team consensus around research, vision, and customer needs.

  • Create strategic connections with other teams to help foster customer-focused design and create opportunities to increase visibility into the team’s activities.

  • 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.

  • Incorporate a “continuous discovery” approach to informing and guiding product design and development.

  • Work with project teams to determine research needs, identify the most appropriate methods, create protocols and plans, generate recruitment screeners, moderate sessions, analyze results, compile reports, and present findings.

  • Design and execute studies that address both user behavior and attitudes, as well as business needs, using the right methodology for the right questions

  • Generate insights that fuel ideation

  • Evaluate designs through testing, reviews, and critiques

  • Conduct research using a wide variety of qualitative methods and a subset of quantitative methods (such as surveys)

  • Work cross-functionally with design, product management, data science, content strategy, engineering and marketing

  • Act as a thought leader in cx design

  • Help develop, implement, and maintain our CX practice

  • Advocate for the people who use our products

  • Contribute to the conversation around best practices around how to build the best software for customers

  • Some travel may be a part of this role.

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 UX research that involves accessibility

  • Service design: visualization

  • 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

Nice to have skills:

  • Conversational Spanish skills

  • Hands-on experience with Adobe Analytics or Google Analytics, and using these tools to add insight to research studies

  • Spoken at conferences or written about research, UX, design, or strategy

  • Experience measuring or demonstrating the impact of research and design (ROI)

  • Taught research methods in any context

  • Explored non-traditional recruitment pools for research

  • Experience using empathy labs in a UX research context

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 employee 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, cooking with friends, Humans of Digital and much more!

Work arrangements: Hybrid


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, pleaseclick 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.

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