Experience Coordinator

Purpose

The primary purpose of the Experience Coordinator is to serve as the strategic face of the ATB brandby orchestrating an elevated high-touch hospitality environment for all clients guests and teammembers. This role functions as the operational anchor for corporate locations blending front-linebrand representation with complex facility management including vendor oversight space-bookingadministration and the maintenance of common area integrity. Ultimately the position is designed toensure seamless daily operations and consistent service excellence through both the directmanagement of onsite services and the mentorship of the Experience Curator.

This position requires being onsite Monday to Friday 7 : 30am to 3 : 45pm (including a 1-hour lunchbreak) with the occasional need to work shifted hours such as 8 : 45am to 5 : 00pm. This roleprimarily entails working at the front reception desk. It also requires daily lunchtime and occasionallyfull-time coverage for the Experience Curator role that requires standing / walking 80% of the dayalong with tasks that may include lifting and carrying up to 20 pounds.

Responsibilities

Client Guest & Team Member Experience

Acting as the first point of contact for onsite client guest and team member experience andmanaging the daily operations of the reception desk.

Administering temporary security access card management in accordance with establishedpolicies and procedures.

Ensure the corporate location is operating in a safe secure well-maintained and client-centricenvironment.

Providing both in-person and virtual support to team members across all ATB spaces via theteam shared email and phone line.

Service Request Management supporting ATB corporate and or branch locations as required.

Experience Coordination

Creates and oversees best practices for the workplace and onsite experience for all client-facing and common spaces collaborating with stakeholders and team members to bring thepractices to life.

Managing client and large meeting room spaces including supporting logistics for large onsitemeetings.

You will provide oversight create and maintain standards and business processes for allclient-facing and common spaces collaborating with stakeholders and team members to bringthe standards to life.

You will manage third party contractor and vendor performance for onsite corporate servicesand amenities.

Utilizing an understanding of change management concepts you will implement workplaceexperience changes with a high level of end user engagement and buy-in creating smoothchange transitions including training guides for end users.

Utilizing strong communication skills including both written and verbal you will manageWorkplace communications including channel posts.

Delivering support and training to team members on our space booking software includingmanaging team member workstation assignment and move requests. Bi-annually completespace management audits to support utilization and availability for team members.

Managing all onsite services including administering assigned workstations lockers teamstorage parking and ordering of onsite supplies.

Managing incoming mail and deliveries by leveraging your strong knowledge of variousdocument types and business functions.

Acting as a primary first aid attendant and fire warden (training provided by ATB)

Providing backup to the Experience Curator - including catering oversight and event set up / take down replenishment of supplies resetting spaces; requiring being able to stand / walk for

approximately 80% of the day and lift / carry up to 20 pounds.

Performing additional administrative tasks as required or requested.

Traveling to other corporate locations within Alberta for coverage support may be required.

Vendor Management

Responsible for vendor management of at least one amenity vendor such as biophiliaprogram food service vendor(s) etc.

Serve as the primary point of contact for internal business units relying on the vendor & services.

Monitor vendor performance against contract terms and SLAs manage a rolling action itemlog.

Develop and foster a collaborative long-term relationship strategy with the vendor beyond justtransactional interactions.

Proactively identify opportunities for the vendor to bring innovative solutions or new efficienciesto ATB.

Connect with Vendor for a quarterly review initiate conversations to resolve issues as theyarise address team member concerns escalate when necessary.

Complete monthly invoicing from vendor review spend analysis work on cost reductionopportunities with the vendor.

Distinctive Skill Requirements and Qualifications

Exceptional Client Service & Emotional Intelligence : Extensive experience in customerservice or operations with a deep commitment to user experience. This includes a high degreeof emotional intelligence the ability to lead with empathy and the skill to adapt behavior basedon verbal and non-verbal cues.

Strategic Communication & Relationship Building : Polished active listening and effectivequestioning techniques used to discover needs and ensure understanding. Strong ability toexpress ideas eloquently in writing and speech while building rapport with both internal andexternal stakeholders.

Operational Excellence & Autonomy : Demonstrated capability to manage complex logisticsand daily operations independently. Highly effective at working without direct supervision whilefostering a culture of respect and cooperation within a team environment.

Complex Problem-Solving & Resilience : Ability to apply analytical and collaborative skills toresolve issues. Proven resilience and resourcefulness maintaining professional composureand effectiveness during high-pressure interactions.

Advanced Organizational Management : Superior time and priority management skills withthe adaptability to handle multiple projects and daily activities simultaneously. This includesproficiency in Google Workspace and a quick aptitude for learning new technologies.

Integrity & Detail Orientation : Rigorous attention to detail to ensure exceptional experiencescombined with a proven ability to maintain strict confidentiality regarding sensitive teammember and client information.

Proactivity & Leadership Development : An enthusiastic approach to new challenges and aroll-up-your-sleeves &mentality. Capable of leading or assisting in the delivery of training tosupport team growth and space integrity.

Required Experience :

IC

Key Skills

Computer Science,user experience,User Interface,SME,CSS,Interaction Design,Windows,Android,Usability Studies,Visual Design,HTML,User Research,JavaScript,Web Services,Wireframes

Employment Type : Full Time

Experience : years

Vacancy : 1