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Senior Analyst, Channels and AI Enablement - Tangerine
senior · Retail & Commercial Banking
Requisition ID: 270060
At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration.
Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work.
Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment.
Let’s shape the future of banking together!
What you will be doing:
Contributes to the overall success of the Operations Strategy & Enablement / Digital Channels team by supporting the execution of the AI Enablement roadmap through analysis, reporting, stakeholder management and delivery support. This includes the delivery of initiatives that improve client self-serve experiences (e.g., Conversational AI, Agent assist) including AI monitoring, continuous performance measurement, insights generation, and documentation to enable informed prioritization and continuous improvement. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.
Is this role right for you? - In this role you will:
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Supports the Channels and AI Enablement roadmap by gathering requirements, documenting Client flows, and maintaining materials (e.g., trackers, runbooks, and stakeholder updates) to enable on-time delivery and clear decision-making
- Analyzes channel and AI program performance (e.g., containment, call/chat deflection, first contact resolution, adoption and quality measures) by consolidating data from agreed sources, identifying trends, and producing concise insights and recommendations for continuous improvement.
- Applies a strong analytical skill set to interpret complex data, identify patterns and root causes, and translate findings into actionable insights that support sound decision-making.
- Monitors KPIs and measurement approaches for AI-enabled channels (e.g., containment/deflection, adoption, quality, escalation accuracy), including metric documentation.
- Leads ongoing monitoring routines (e.g., intent drift, response quality, escalation patterns, operational incidents) and supports triage by identifying root causes, documenting findings, and coordinating actions with Technology/Operations partners.
- Designs and supports experiments and optimization cycles (e.g., content improvements, prompt/knowledge updates, routing changes), and evaluates impact to recommend next-best actions.
- Coordinates release readiness activities (e.g., UAT support, validation of reporting, operational playbooks, and hypercare tracking) to ensure changes are implemented smoothly and issues are addressed quickly.
- Prepares clear, concise stakeholder communications and presentation content (including executive-ready summaries) that articulate performance, risks/issues, dependencies, and recommendations.
- Coordinates with external vendors/partners (where applicable) to manage deliverables, track issues, and validate outputs against business requirements and quality expectations.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Champions a high performance environment and contributes to an inclusive work 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:
- Post-secondary degree/college diploma in Business, Analytics, Economics, Computer Science, Engineering, or related discipline (or equivalent experience).
- 3–5 years of experience in analytics, reporting, operations, or digital/channel roles (financial services experience considered an asset).
- Demonstrated ability to independently structure ambiguous problems, analyze data, and translate findings into clear insights and recommendations for stakeholders.
- Experience building and maintaining recurring performance reporting and KPI definitions; strong attention to detail and data quality mindset.
- Knowledge of digital channels and AI-enabled capabilities (e.g., chatbot, generative AI, agent assist) and familiarity with governance, controls, and change management expectations.
- Strong written and verbal communication skills; able to create stakeholder-ready summaries, presentations, and executive updates.
What's in it for you?
- You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
- You will have access to thousands of online and in-person courses so you can shape your career growth with support from diverse industry leaders.
- You will get our help to save for your future and to invest in your total well-being through our Tangerine benefits.
- You belong here, and we are equal and uncomplicated. Bring your true self to work, dress codes don’t apply here.
- You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
Location(s): Canada : Ontario : Toronto
At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.