Retail CX Lead — Coaching & Service Excellence

Scotiabank; Netherlands; On-site; EUR 45,000 - 58,000; Full time

Job summary

Scotiabank in Canada is seeking a Customer Experience Lead to supervise Retail Service teams and drive exceptional service. You’ll lead Customer Experience Associates and Senior Associates, build strong customer relationships, and champion Scotiabank’s values in a dynamic banking environment.

The role emphasizes leadership, change management, and a proactive approach to improving customer experiences, with a focus on policy implementation and team development.

Qualifications

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

Customer service

Team management

Communication

Flexible schedule

Banking experience

Digital/self-service banking

Job description

Scotiabank in Canada is seeking a Customer Experience Lead to supervise Retail Service teams and drive exceptional service. You’ll lead Customer Experience Associates and Senior Associates, build strong customer relationships, and champion Scotiabank’s values in a dynamic banking environment.

The role emphasizes leadership, change management, and a proactive approach to improving customer experiences, with a focus on policy implementation and team development.