Customer Experience Lead – Retail Banking

Scotiabank; Mount Forest; On-site; CAD 65,000 - 95,000; Full time

Job summary

Scotiabank in Mount Forest, Ontario, is seeking a Customer Experience Lead to oversee our Retail Service teams and champion our customer‑first culture.

You will lead and support Customer Experience Associates, act as Officer in Charge as needed, build strong customer relationships and promote digital self‑service options to enhance the branch experience.

Join a forward‑thinking organization with development opportunities and a competitive compensation package.

Qualifications

• Excellent leadership skills, able to coach and develop your team.
• Previous experience managing a team of employees (including coaching, leading, and scheduling) 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.

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 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

Skills

Leadership

Coaching

Scheduling

Digital banking

Job description

Scotiabank in Mount Forest, Ontario, is seeking a Customer Experience Lead to oversee our Retail Service teams and champion our customer‑first culture.

You will lead and support Customer Experience Associates, act as Officer in Charge as needed, build strong customer relationships and promote digital self‑service options to enhance the branch experience.

Join a forward‑thinking organization with development opportunities and a competitive compensation package.