Requisition ID: 231458

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

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

A successful candidate in this role has not only the ability to translate complex financial jargon into clear and concise copy, but also an eye for detail to get that copy smoothly into a content management system. Experience with conversational design will be a differentiator, and anyone passionate about incorporating data into their content decision-making should apply. Day-to-day, you’ll work closely with a lead content designer on a design team of five in downtown Toronto. You’ll also learn and grow with a broader content community of practice focused on elevating content design craft at Scotia Digital.

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

• In collaboration with the lead content designer, support the sustainment and growth of the Scotiabank chatbot and write microcopy for new support experiences
• Work with designers, researchers, product owners, developers, and business lines to understand requirements for net new conversational flows
• Participate in conversational design sessions and collaborate with product managers, designers, and AIML team to write and test content
• Input conversational flows and FAQs into our content management system (Contentful) matching the cadence of the digital assistance sustainment cycles
• Incorporate insights from data and analytics into conversational design and FAQ writing
• Support sustainment efforts for the Help Centre, including taking accountability for cross-journey content audit of FAQs and compiling monthly client feedback reports from survey results
• Independently problem-solve for upcoming deliverables
• Manage French translation process when required
• Write in and advocate for plain language, transforming complex financial topics into easy-to-understand copy
• Develop and deliver content according to the Scotiabank digital style guide, considering corporate brand, legal, and compliance standards
• Attend town halls, design showcases, and annual conferences across Scotia Digital
• Reporting to the Group Manager, Product Design for Digital Assistance – you'll actively contribute and participate in Digital Assistance team initiatives.

Do you have the skills that will enable you to succeed in this role? 

• Experience in conversational design or UX writing
• Strong interpersonal and relationship management skills
• Strong attention to detail and commitment to delivering high-quality, concise work that delivers on requirements
• An openness to feedback, and the ability to reconcile input from a wide range of stakeholders
• The ability to build a clear rationale behind content decisions, including client research and best practices
• The ability to manage multiple projects at once and adapt to changing design requirements and priorities
• A natural curiosity for personal finance, or previous experience in banking and financial services
• An understanding of agile teams and how to collaborate with designers, developers, product owners, researchers, digital accessibility specialists, translation teams, and legal
• Comfortable working within tight timeframes and with working with a resourceful solution-seeking mindset within specific constraints
• Familiarity in content management systems (Contentful experience especially helpful), Figma, and an understanding of collaboration suites like Teams
• A learning mindset and an interest in testing new technologies
• French proficiency and experience writing for AI-driven applications considered assets

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.
• Dynamic Office - Fully equipped gym, showers, games room, bowling alley, micro market, free tea & coffee, universal washrooms, wellness rooms, and lots of space for team collaboration.
• 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!

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.