Customer Experience Lead: Team Coach & Service Excellence

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

Job summary

Scotiabank is seeking a Customer Experience Lead to oversee a high performing Retail Service team in Ontario. You will mentor and support Customer Experience Associates and Senior Associates, ensuring a seamless, customer-focused service approach across branches.

You will champion Scotiabank's values, build strong relationships with customers, and act as Officer in Charge during emergencies. This role emphasizes leadership, training, and collaboration to continually enhance the customer

Qualifications

• Proven leadership of a retail service team.
• Strong customer service experience.
• Experience coaching and scheduling a team.
• Excellent communication and collaboration.
• Ability to work a flexible schedule.
• Banking experience is a strong asset.
• Promotes digital/self-service banking options.

Responsibilities

• Lead and manage your team of Customer Experience Associates and Senior Associates.
• Build strong customer relationships and deliver excellent service.
• Act as Officer in Charge for the branch when required.
• Identify opportunities to improve the customer experience.
• Assist with implementing new policies and procedures.

Skills

Leadership

Customer service

Team management

Communication

Flexible schedule

Banking experience

Digital banking

Job description

Scotiabank is seeking a Customer Experience Lead to oversee a high performing Retail Service team in Ontario. You will mentor and support Customer Experience Associates and Senior Associates, ensuring a seamless, customer-focused service approach across branches.

You will champion Scotiabank's values, build strong relationships with customers, and act as Officer in Charge during emergencies. This role emphasizes leadership, training, and collaboration to continually enhance the customer