Customer Experience Lead - Acton

Scotiabank; Halton Hills; On-site; CAD 65,000 - 90,000; Full time

Job summary

Scotiabank is seeking a Customer Experience Lead in Acton, Ontario to oversee Retail Service teams and champion our customer-first culture. You will guide Customer Experience Associates, foster strong relationships, and promote digital banking adoption across the branch.

The role emphasizes leadership, coaching, and a proactive approach to improving the customer experience, with opportunities for professional growth within a major Canadian bank.

Qualifications

• Proven leadership experience in a retail banking environment.
• Ability to coach and develop a high-performing team.
• Experience managing staff schedules and workloads.
• Strong customer service focus with relationship-building skills.
• Familiarity with digital/self-service banking options and tools.

Responsibilities

• Lead and manage a team of Customer Experience Associates and Senior Associates.
• Build strong customer relationships and deliver excellent service.
• Act as Officer in Charge (OIC) for the branch when required, handling emergencies and escalations.
• Identify opportunities to enhance the branch customer experience.
• Lead change management by implementing new policies and procedures.

Skills

Leadership

Coaching & development

Scheduling

Customer service

Digital banking

Banking experience

Job description

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

About the role

What you’ll be doing…

Our Customer Experience Leads are responsible for overseeing our high performing Retail Service teams. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.
We are looking for an enthusiastic, driven individual who will lead and support our Customer Experience Associates, while championing Scotiabank’s core values and culture.
Is this role right for you? In this role you will:

• Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates
• Build strong customer relationships and deliver excellent customer service
• Acts as the Officer in Charge (OIC) for the branch as required, managing any emergencies, customer escalations, etc.
• Contributing to the overall success of the branch by identifying opportunities to enhance the customer experience
• Act as a change management lead by assisting with the implementation of new policies and procedures

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• Excellent leadership skills, able to coach and develop your team
• Previous experience managing a team of employees (including coaching, leading, and scheduling the team) is a strong asset
• Availability to work a flexible schedule
• Previous banking experience is a strong asset
• Strong technical skills, able to promote and demonstrate the use of digital/self-service banking options

What’s in it for you?

• The opportunity to join a forward-thinking organization where you are surrounded by a collaborative team of innovative thinkers.
• A rewarding career path with diverse opportunities for professional development
• An organization committed to making a difference in our communities– for you and our customers.
• You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• A competitive compensation and benefits package.

Location(s): Canada : Ontario : Acton
Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.
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.