Title: Senior Manager, VOC Transformation DeliveryRequisition ID: 275556 PurposeThe Senior Manager, VoC Transformation Delivery is responsible for leading strategic initiatives that enhance how the Bank captures, understands, and acts on client feedback. The role acts as the business lead for assigned workstreams, bringing together cross-functional teams to plan, coordinate, and execute work from concept through implementation. Lead the delivery of strategic modernization, client listening, and transformation initiatives from planning through implementation.

Define work plans, milestones, dependencies, risks, and business deliverables required to achieve program objectives. Drive execution across multiple stakeholders, ensuring work remains on track and barriers to delivery are addressed proactively. Coordinate activities across business, technology, operations, vendor, and support teams.

Lead initiatives that enhance the Voice of the Client program, including listening capabilities, feedback collection processes, governance, reporting, and insights activation. Build strong partnerships across business and technology teams to drive alignment, progress, and delivery outcomes. Partner with business leaders across markets, segments, and functions to align enterprise client listening priorities and support adoption of leading practices.

Partner closely with Technology Project Managers to ensure integrated delivery across business and technology workstreams. Identify interdependencies across workstreams and coordinate activities to mitigate risk and support successful delivery. Ensure business needs, operational readiness, and stakeholder requirements are incorporated into solution design and implementation.

Support the implementation and ongoing evolution of Voice of the Client capabilities,



ensuring platforms and processes enable meaningful business and client outcomes. Provide clear visibility into progress, issues, dependencies, risks, and key milestones. Escalate risks and challenges proactively while recommending solutions and mitigation strategies.

Support business readiness activities required for successful implementation and adoption. Drive stakeholder engagement, communications, training, and change adoption activities as required. They thrive in complex environments, can connect strategy to delivery, and ensure stakeholders remain aligned and accountable as initiatives move forward. 6-8+ years of experience in transformation, customer experience (CX), insights, research, business strategy, program delivery, or related disciplines Experience supporting or leading Voice of the Client (VoC), client listening, customer feedback, insights, or experience management initiatives is considered an asset Strong communication, stakeholder management, facilitation, and organizational skills, with the ability to balance strategic thinking and attention to detail English required; Spanish considered an asset Working ConditionsThis role operates in a hybrid work workplace and requires presence in the office 3-4 days per week 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.

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. #

📌 Senior Manager, Voc Transformation Delivery (Winnipeg)
🏢 Scotiabank
📍 Winnipeg