Customer Experience Lead - Branch Coaching & Growth

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

Job summary

Scotiabank is seeking a Customer Experience Lead at Aspen Woods Branch, AB in Calgary to oversee Retail Service teams and champion customer-first service. You will lead and develop Customer Experience Associates, act as OIC when needed, and drive branch-wide initiatives to improve the customer experience.

The role emphasizes strong leadership, coaching, scheduling, and promoting digital/self-service banking options, with a focus on delivering outstanding service and collaborating within the

Qualifications

• Leadership to coach and develop the team.
• Experience managing a team including scheduling and coaching.
• Strong customer service orientation and relationship-building.

Responsibilities

• Oversee Retail Service teams and ensure high customer service standards.
• Lead and support Customer Experience Associates and Senior Associates.
• Serve as Officer in Charge (OIC) for the branch as needed, handling emergencies and escalations.
• Identify opportunities to enhance the customer experience and branch performance.
• Promote and implement new policies and procedures as a change management lead.

Skills

Leadership

Team management

Customer service

Digital banking

Job description

Scotiabank is seeking a Customer Experience Lead at Aspen Woods Branch, AB in Calgary to oversee Retail Service teams and champion customer-first service. You will lead and develop Customer Experience Associates, act as OIC when needed, and drive branch-wide initiatives to improve the customer experience.

The role emphasizes strong leadership, coaching, scheduling, and promoting digital/self-service banking options, with a focus on delivering outstanding service and collaborating within the