Customer Experience Lead – New Branch (Toronto)

About the role

Scotiabank is seeking an enthusiastic Customer Experience Lead to oversee a high‑performing Retail Service team at its new Yonge & Elm branch. The role focuses on delivering exceptional service, supporting team members, and championing the bank’s core values.

Key responsibilities

• Lead and manage a team of Customer Experience Associates and Senior Associates.
• Build strong customer relationships and ensure excellent service delivery.
• Act as Officer in Charge (OIC) for the branch, handling emergencies and escalations.
• Identify opportunities to enhance the overall customer experience.
• Drive change management by supporting the rollout of new policies and procedures.

Required profile

• Proven leadership and coaching abilities.
• Strong customer‑service orientation.
• Experience managing a team, including scheduling and performance coaching.
• Excellent communication skills and flexibility to work varied hours.
• Previous banking experience is a strong asset.

Required skills

What we offer

• Opportunity to work in a forward‑thinking, collaborative environment.
• Clear career path with professional development and internal training.
• Competitive compensation and benefits package.
• Supportive leadership that recognises high performance.