Leslie MacDonald is the Vice President of Operational Excellence, Channel Performance for Canadian Retail Banking at Scotiabank.  She heads a team committed to enhancing client experiences and driving productivity across retail channels. Previously, she served as the Vice President of Strategy & Design for the Global Client Experience Centres, where she spearheaded the transformation of the platform, laying the groundwork for AI and automation.

Her team is committed to continuous improvement, optimizing channels, and enabling digital solutions. With a focus on leveraging AI, the goal is to enhance employee support and streamline the client journey to boost overall channel performance.  

With over 20 years of experience in the financial services industry, she has extensive experience in contact center services, retail payments, merchant payment processing, and loyalty and rewards programs.  Her contributions to customer experience have earned her several accolades, including the prestigious CRN Women of the Channel award, which recognizes women executives whose insights and influence drive channel success.