Customer Experience Lead

3 days ago


Port Coquitlam, British Columbia, Canada Scotiabank Full time

As a Customer Experience Lead at Scotiabank, you will be responsible for driving customer satisfaction and loyalty in our Retail Service teams.

About the Role

This is an exciting opportunity to lead and support a high-performing team of Customer Experience Associates, championing Scotiabank's core values and culture. We are looking for an enthusiastic and driven individual who can build strong relationships with customers and deliver exceptional service.

  • Lead and manage a team of Customer Experience Associates and Senior Customer Experience Associates.
  • Build strong customer relationships and deliver excellent customer service.
  • Act as Officer in Charge (OIC) for the branch as required, managing any emergencies or customer escalations.
  • Contribute to the overall success of the branch by identifying opportunities to enhance the customer experience.
  • Act as a change management lead, assisting with the implementation of new policies and procedures.

To succeed in this role, you will need:

  • 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, is a strong asset.
  • Excellent communication skills.
  • Availability to work a flexible schedule.
  • Previous banking experience is a strong asset.
  • Strong technical skills, able to promote and demonstrate digital/self-service banking options.

As a valued member of our team, you can expect:

  • A competitive salary, estimated to be around $120,000 per year, based on location and experience.
  • A comprehensive benefits package, including medical, dental, and vision coverage.
  • Ongoing training and development opportunities to help you grow and advance in your career.
  • The chance to work in a dynamic and inclusive environment, committed to making a positive impact in our communities.

Scotiabank is a leading bank in the Americas, guided by our purpose: 'for every future'. We help our customers, their families, and their communities achieve success through a range of advice, products, and services. At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone.



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