We are committed to helping every
customer become better off

We believe that every customer has the right to become better off. Through our commitment to customers, we work to create a better future in which every customer can achieve success.

Why it's important

From individuals to small businesses to large corporations, our customers' success provides the foundation for our Bank. By providing relevant products and services, working to enhance financial knowledge and helping customers prepare for the future, we aim to increase our customers’ ability to become better off.


An Inside Perspective with Brad Roach

Senior Fintech Specialist in Enterprise Innovation at Digital Banking Scotiabank


Can you please explain your role in supporting our commitment to customers at Scotiabank?

I help identify opportunities where technology can be used to better serve our customers. Financial technology has completely changed customers’ views and expectations of what they want from their bank. So we want to make sure that we continue to meet our customers’ evolving needs. It’s about understanding our customer as much as possible and then utilizing that understanding to create products and experiences that work for them.

Whether you’re purchasing lunch, paying a bill, making an investment, or buying a new home, most people interact with their bank several times on any given day. Fintech innovation has the potential to improve every single one of these interactions — helping our customers save time, enhancing security, or making money management as seamless as possible — so the implications for our customers are pretty big. And from the Bank’s perspective, these innovations can help us deepen our relationships with our customers.

Collaborating with entrepreneurs and fintech startups — because they’re offering a completely new way of doing things and a new lens for looking at banking. Collaboration is what drives me and I’m really, really passionate about it. Together we are exploring completely new ways of serving our customers’ needs. And that’s aligned to our core focus — helping customers become better off.

In Canada, approval for a typical business loan used to take up to six weeks. For many small business owners, that’s simply not a feasible amount of time to wait. So we created a fully digitized process that provides existing small business customers with access to funds in as little as seven minutes. It was made possible by partnering with Kabbage, a fintech company that was using advanced data analytics and non-traditional data sources to adjudicate credit.

By furthering our understanding of customers, we can go beyond just helping them manage their finances. We can integrate seamlessly into their lives, save them time, protect their identities and security, and even anticipate what their needs are going to be. By thinking about our customer’s success and wellbeing from a holistic point of view, we can help them become better off in a variety of exciting new ways.

Our priorities — Customers

To demonstrate our commitment to a better future, we invest our resources in CSR priorities where we believe we can make the most progress for both society and our Bank.

Our impact



Here's how we are making progress on our commitment to customers.



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