Posted: June 23, 2026
Director, End User Experience - Scotiabank, Toronto is listed at Scotiabank in Toronto, ON. The Beaver Board aggregates this opening from the employer's career page — apply using the button below to reach the official application. Browse more jobs at Scotiabank.
Scotiabank is seeking a dynamic leader for the Director, End-User Experience & Optimization role within its Global Technology Enterprise Platforms (GTEP) – Employee Digital Experience (EDX) team. This critical position is at the forefront of managing the bank’s employee digital footprint, strategy, and overall experience, ensuring a stable, secure, and efficient infrastructure that enhances the customer experience and supports business growth. The successful candidate will drive efforts around performance, optimization, and innovation, establishing a world-class employee experience across Scotiabank. This role is pivotal in fostering an inclusive and high-performing culture, committed to delivering results and transforming how employees interact with technology. The focus is on creating a seamless and productive digital environment for every Scotiabank employee, leveraging advanced digital solutions to meet evolving business needs.
The Director, End-User Experience & Optimization will spearhead the implementation and operationalization of Scotiabank’s Digital Employee Experience (DEX) and Automation strategy. A core mandate of this role is to transform traditional IT support into an intelligent, proactive, and self-healing ecosystem, where technology friction is detected and resolved before employee productivity is impacted. This involves translating the digital employee experience roadmap into an executable enterprise program, utilizing experience measurement telemetry, analytics, and sentiment tools to assess real-time digital experience quality. The role will lead the AI-driven transformation of the Technology Service Desk and all employee-facing support channels, including designing and rolling out AI-enabled self-service capabilities, intelligent routing, and predictive assistance models. Furthermore, the Director will implement self-healing capabilities across hardware, software, and configuration layers, minimizing manual troubleshooting by enabling automation-first resolution patterns. This requires partnering with platform engineering to embed automation triggers, real-time diagnostics, and corrective actions across device fleets, ultimately enhancing the overall end-user experience.
To succeed in this Director role at Scotiabank, candidates must bring substantial leadership experience and a deep understanding of digital transformation. The ideal candidate will possess 8 to 12+ years of progressive leadership experience in Digital Employee Experience, End-User Computing, IT Service Management, Automation, or closely related disciplines. Demonstrated experience in modernizing support ecosystems through the strategic application of AI, automation, and self-service capabilities is essential. The role also requires proven experience leading global or large-scale operational teams within complex environments, showcasing an ability to manage diverse teams and initiatives effectively. A Bachelor’s degree in Technology, Engineering, Business, or a related field is required, with an advanced degree considered a significant asset. This leadership position demands a strong focus on cultivating a customer-centric culture, understanding the Bank’s risk appetite, and building a high-performance environment that attracts, retains, develops, and motivates a team by fostering an inclusive work environment and using a coaching mindset and behaviours.
