Customer Experience Lead

2 days ago

Acton Vale, Quebec, Canada Scotiabank Full time
About the Role

We are seeking a highly motivated and experienced Customer Experience Lead to join our team at Scotiabank. As a key member of our Retail Service team, you will be responsible for overseeing the performance of our Customer Experience Associates and Senior Customer Experience Associates.

Key Responsibilities
  • Lead and manage a team of Customer Experience Associates and Senior Customer Experience Associates to deliver exceptional customer service and achieve business objectives.
  • Build strong relationships with customers and colleagues to drive business growth and improve customer satisfaction.
  • Act as the Officer in Charge (OIC) for the branch as required, managing emergencies and customer escalations.
  • Contribute to the overall success of the branch by identifying opportunities to enhance the customer experience and implement process improvements.
  • Assist with the implementation of new policies and procedures to drive business results.
Requirements
  • Excellent leadership and coaching skills to develop and motivate team members.
  • Strong customer service skills to deliver exceptional customer experiences.
  • Previous experience managing a team of employees, including coaching, leading, and scheduling.
  • Excellent communication and interpersonal skills to build strong relationships with customers and colleagues.
  • Availability to work a flexible schedule to meet business needs.
  • Previous banking experience is an asset.
  • Strong technical skills to promote and demonstrate digital banking options.
What We Offer
  • A rewarding career path with opportunities for professional development and growth.
  • A collaborative team environment that values innovation and teamwork.
  • A competitive compensation and benefits package that recognizes and rewards high performance.
  • Meaningful development conversations and internal training to support career advancement.

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