Customer Experience Lead — Elevate Service & Growth

Scotiabank; Area E (Thornhill); On-site; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Job summary

Scotiabank is seeking a Customer Experience Leader to oversee Retail Service teams in Thornhill, Ontario. You will lead Customer Experience Associates, build strong customer relationships, and act as Officer in Charge for the branch as required, driving service excellence and branch performance.

The role requires leadership, strong communication, banking experience, and a flexible schedule to support branch operations and customer needs.

Qualifications

• Proven leadership and coaching experience in a retail banking environment.
• Strong customer service skills with ability to develop relationships.
• Ability to coach, schedule, and develop a team; experience in branch operations.

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 as needed, handling emergencies and escalations.
• Identify opportunities to enhance the customer experience and branch performance.
• Facilitate change management during policy and procedure updates.

Skills

Leadership

Customer Service

Team Management

Communication

Flexibility

Banking Experience

Digital Self-Service

Job description

Scotiabank is seeking a Customer Experience Leader to oversee Retail Service teams in Thornhill, Ontario. You will lead Customer Experience Associates, build strong customer relationships, and act as Officer in Charge for the branch as required, driving service excellence and branch performance.

The role requires leadership, strong communication, banking experience, and a flexible schedule to support branch operations and customer needs.