Senior Content Designer

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

As a Senior Content Designer for the Digital Assistance squad, you’ll work on a cross-functional team with conversational designers, Artificial Intelligence and Machine Learning (AIML) experts, and business line SMEs to scale the impact of our digital assistance ecosystem, including the Help Centre and the Scotiabank chatbot. A successful human 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, but all folks passionate about incorporating data into their content decision-making should apply!

In this role you will:

• In collaboration with the Content Lead, support the scaling of the Scotiabank chatbot into a new platform
• Work with designers, researchers, product owners, developers, and business lines to define 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 cycle
• Incorporate insights from data and analytics into conversational design and FAQ writing
• Independently plan for upcoming deliverables
• Write in and advocate for plain language, transforming complex financial topics into easy-to-understand copy
• Manage French translation requirements when needed
• Lead sustainment efforts for the Help Centre, including taking accountability for cross-journey content audit of Help Centre FAQs
• Develop and deliver content according to the Scotiabank digital style guide, considering corporate brand, legal, and compliance standards

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

• Experience in UX writing, conversational design, content strategy, or technical writing
• Strong interpersonal and relationship management skills
• Strong attention to detail and commitment to delivering high-quality work
• 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
• Ability to work within style and brand guidelines with a desire to push existing standards to the next level
• 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 a solution-seeking mindset within specific constraints
• Familiarity in content management systems (Contentful experience especially helpful), Figma, and an understanding of collaboration suites like Slack
• 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 employees 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!

Location(s): Canada : Ontario : Toronto

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. 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.