Customer Experience Lead — Flexible Schedule & Branch Coach

Scotiabank; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

Scotiabank in Orleans is seeking a Customer Experience Lead to oversee the Retail Service team and champion customer-first culture. You will guide Customer Experience Associates and Senior Associates, cultivate strong client relationships, and ensure high service standards across branches.

The role also requires acting as Officer in Charge when needed and driving branch initiatives to improve the overall customer experience, with a focus on promoting digital/self-service banking options.

Qualifications

• Proven leadership abilities and track record coaching a team.
• Experience managing a team of employees including coaching, leading, and scheduling.
• Flexible schedule availability for branch hours.
• Previous banking experience is a strong asset.
• Strong technical skills to promote digital/self-service banking options.

Responsibilities

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

Skills

Leadership

Team management

Scheduling

Banking experience

Digital banking/self-service

Job description

Scotiabank in Orleans is seeking a Customer Experience Lead to oversee the Retail Service team and champion customer-first culture. You will guide Customer Experience Associates and Senior Associates, cultivate strong client relationships, and ensure high service standards across branches.

The role also requires acting as Officer in Charge when needed and driving branch initiatives to improve the overall customer experience, with a focus on promoting digital/self-service banking options.