Customer Experience Lead – Branch Leader for Service Excellence

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

Job summary

Scotiabank in Salmon Arm, BC is seeking a Customer Experience Lead to oversee Retail Service teams and champion customer-first banking. You will guide Customer Experience Associates, promote digital/self-service options, and act as Officer in Charge as needed.

The role emphasizes leadership, coaching, and scheduling with a focus on delivering excellent service and identifying opportunities to improve the customer experience.

Qualifications

• Proven ability to lead and develop retail teams.
• Strong customer service and relationship-building skills.
• Experience coaching and scheduling a team in a banking environment.
• Comfort with digital/self-service banking tools.

Responsibilities

• 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 emergencies and escalations.
• Contribute to branch success by identifying opportunities to enhance the customer experience.
• Support change management and assist with new policies and procedures.

Skills

People leadership

Coaching

Team scheduling

Customer service

Digital banking

Banking experience

Job description

Scotiabank in Salmon Arm, BC is seeking a Customer Experience Lead to oversee Retail Service teams and champion customer-first banking. You will guide Customer Experience Associates, promote digital/self-service options, and act as Officer in Charge as needed.

The role emphasizes leadership, coaching, and scheduling with a focus on delivering excellent service and identifying opportunities to improve the customer experience.