Ryan McCarthy
Director, Strategy & Planning @Scotiabank
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WORK HISTORY
Director, Strategy & Planning @Scotiabank
Toronto, ON, CA
Reported to VP Transformation, led and designed strategic initiatives for executive leadership to drive long-term growth, optimize cost-to-serve models, and strengthen competitive positioning-Redesigned the digital secured lending CX using a data-driven Voice of Customer (VoC) approach increasing app completion by 160% and loans funded by ~$400MM-Collaborated with Canadian wealth partners to redesign the Investment Journey strategy and expand digital outreach driving ~$60MM in increased AUA per year-Implemented a modular digital intake for client fraud and disputes requests, deflecting 40% of total volumes in the first year from manual service centres-Designed and integrated exception complaints units into cross-functional operations group at scale reducing response time by 5+ days and increasing customer satisfaction by 28%-Championed a data-driven decision-making approach to initiative prioritization and impact assessment increasing unit annual forecasting accuracy by 60%
EDUCATION
Athabasca University
B.A
SKILLS
ABOUT RYAN MCCARTHY
Ryan is a customer-centric financial services leader with 15+ years of experience shaping digital and service strategies that improve client experience while delivering strong business results. He has a proven track record translating executive and board priorities into CX-led transformation, and has served as a trusted partner to senior leaders, known for building high-performing teams and redesigning end-to-end customer journeys at enterprise scale.Achievements / Highlights-Developed a multi-year digital strategy for Canadian Retail, leveraging market sizing (TAM/SAM) and competitive insights to focus investment on high-value customer segments and drive ~$20M per year in operational efficiencies-Designed and proposed a customer-centric, cross-functional back-office modernization strategy to senior leadership, securing 90% stakeholder alignment and driving $150M+ in cumulative 3-year P&L impact-Planned a multi-phased procurement transformation, redesigning the operating model to address complex internal issues, delivering $55M in spend reduction and driving a 40% increase in contract consolidation -Redesigned the enterprise mobile CX and UX in partnership with executive leadership, aligning board-level objectives to KPIs and achieving a 28% increase in digital adoption-Led cross-disciplinary teams of 10–20+ spanning strategy, design, analytics, and CX, consistently delivering 30+ transformation initiatives aligned to senior executive priorities over five years
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