Location: 19649 SR 410 E - Bonney Lake, Washington 98391 Job Summary Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. The Experience Leader (EL) is responsible for client and teammate experience through strategic partnerships with the Market Retail Leader (MRL) or Area Retail Leader (ARL) for assigned areas. The EL influences behaviors and provides observational coaching and support to Branches teams with a strong focus on elevating client experience. ELs have a talent mindset and take a leadership role in onboarding and developing teammates within their areas and across the broader region. The EL is accountable for scheduling oversight of branch staffing levels across assigned areas and for direct management of float staff and on-call teller schedules. Identifies continuous improvement opportunities to better serve clients and to ensure a high level of teammate engagement. The EL effectively manages complex client issues and complaint resolution with timely escalation to proper channels. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them. Responsibilities Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially Monitors the client experience trends (quantitative and qualitative) in Area and incorporates Market/Regional trends in analysis of results; acts as a resource to identify and resolve client experience issues Takes ownership of the employee experience within their Areas, coaching, inspiring, and motivating a highly engaged team, establishing clear expectations, developing team and talent on behavioral competencies that enable best in class performance Leads internal development programs within their Area and Region; Identifies opportunities for continuing education and talent development of branch staff; Assists with onboarding retail new hires and promotions within the area, partnering with training branches to ensure a seamless teammate experience; Highly engaged and focused on the team's engagement; Understands their teams and individual motivators. Supports Human Capital processes across their span of responsibility, partnering with MRL or ARL in building and executing the Area talent strategy - fostering an environment that encourages and supports diversity and inclusion through recruiting, employee skill development, career progression, goal setting, performance management, employee engagement and delivering a pay for performance culture. Regular in-person Branch visits with a focus on client experience to observe, identify insights, attend Huddle meetings, and provide guidance (show coach) to Branch Manager; through interactions, identify trends and opportunities at Area Level Drives adoption and consistency of enterprise initiatives across Areas by influencing behaviors and providing observations for branches based on current client experience performance, ensuring Key's vision and values are instilled with area team Provides change leadership in partnership with the Centralized Team, MRL or ARL to help implement, execute, and reinforce critical changes within the branch network; keeps pulse on teammate adoption and escalates feedback and observations as needed Partners with the Centralized Team for robbery response, providing in-person support to the branch teams when required, and for Branch Consolidations and Closures, providing field support as needed. Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice Complies with all KeyBank policies and procedures, including without limitation, acting professionally at