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Experience Coordinator- 2026-03
Edmonton, AlbertaPurpose
The primary purpose of the Experience Coordinator is to serve as the strategic face of the ATB brand by orchestrating an elevated, high-touch hospitality environment for all clients, guests, and team members. This role functions as the operational anchor for corporate locations, blending front-line brand representation with complex facility management, including vendor oversight, space-booking administration, and the maintenance of common area integrity. Ultimately, the position is designed to ensure seamless daily operations and consistent service excellence through both the direct management 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 lunch break), with the occasional need to work shifted hours, such as 8:45am to 5:00pm. This role primarily entails working at the front reception desk. It also requires daily lunchtime and occasionally full-time coverage for the Experience Curator role that requires standing/walking 80% of the day, along 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 and managing the daily operations of the reception desk.
● Administering temporary security access card management in accordance with established policies and procedures.
● Ensure the corporate location is operating in a safe, secure, well-maintained, and client-centric environment.
● Providing both in-person and virtual support to team members across all ATB spaces via the team shared email and phone line.
● Service Request Management supporting ATB corporate and or branch locations as required.
The primary purpose of the Experience Coordinator is to serve as the strategic face of the ATB brand by orchestrating an elevated, high-touch hospitality environment for all clients, guests, and team members. This role functions as the operational anchor for corporate locations, blending front-line brand representation with complex facility management, including vendor oversight, space-booking administration, and the maintenance of common area integrity. Ultimately, the position is designed to ensure seamless daily operations and consistent service excellence through both the direct management 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 lunch break), with the occasional need to work shifted hours, such as 8:45am to 5:00pm. This role primarily entails working at the front reception desk. It also requires daily lunchtime and occasionally full-time coverage for the Experience Curator role that requires standing/walking 80% of the day, along 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 and managing the daily operations of the reception desk.
● Administering temporary security access card management in accordance with established policies and procedures.
● Ensure the corporate location is operating in a safe, secure, well-maintained, and client-centric environment.
● Providing both in-person and virtual support to team members across all ATB spaces via the team 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 the practices to life.
● Managing client and large meeting room spaces including supporting logistics for large onsite meetings.
● You will provide oversight, create and maintain standards and business processes for all client-facing and common spaces, collaborating with stakeholders and team members to bring the standards to life.
● You will manage third party contractor and vendor performance for onsite corporate services and amenities.
● Utilizing an understanding of change management concepts, you will implement workplace experience changes with a high level of end user engagement and buy-in, creating smooth change transitions, including training guides for end users.
● Utilizing strong communication skills including both written and verbal, you will manage Workplace communications, including channel posts.
● Delivering support and training to team members on our space booking software, including managing team member workstation assignment and move requests. Bi-annually complete space management audits to support utilization and availability for team members.
● Managing all onsite services including administering assigned workstations, lockers, team storage, parking and ordering of onsite supplies.
● Managing incoming mail and deliveries by leveraging your strong knowledge of various document 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.
● 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 the practices to life.
● Managing client and large meeting room spaces including supporting logistics for large onsite meetings.
● You will provide oversight, create and maintain standards and business processes for all client-facing and common spaces, collaborating with stakeholders and team members to bring the standards to life.
● You will manage third party contractor and vendor performance for onsite corporate services and amenities.
● Utilizing an understanding of change management concepts, you will implement workplace experience changes with a high level of end user engagement and buy-in, creating smooth change transitions, including training guides for end users.
● Utilizing strong communication skills including both written and verbal, you will manage Workplace communications, including channel posts.
● Delivering support and training to team members on our space booking software, including managing team member workstation assignment and move requests. Bi-annually complete space management audits to support utilization and availability for team members.
● Managing all onsite services including administering assigned workstations, lockers, team storage, parking and ordering of onsite supplies.
● Managing incoming mail and deliveries by leveraging your strong knowledge of various document 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 biophilia program, 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 item log.
● Develop and foster a collaborative, long-term relationship strategy with the vendor beyond just transactional interactions.
● Proactively identify opportunities for the vendor to bring innovative solutions or new efficiencies to ATB.
● Connect with Vendor for a quarterly review, initiate conversations to resolve issues as they arise, address team member concerns, escalate when necessary.
● Complete monthly invoicing from vendor, review spend analysis, work on cost reduction opportunities with the vendor.
Distinctive Skill Requirements and Qualifications
● Exceptional Client Service & Emotional Intelligence: Extensive experience in customer service or operations with a deep commitment to user experience. This includes a high degree of emotional intelligence, the ability to lead with empathy, and the skill to adapt behavior based on verbal and non-verbal cues.
● Strategic Communication & Relationship Building: Polished active listening and effective questioning techniques used to discover needs and ensure understanding. Strong ability to express ideas eloquently in writing and speech while building rapport with both internal and external stakeholders.
● Operational Excellence & Autonomy: Demonstrated capability to manage complex logistics and daily operations independently. Highly effective at working without direct supervision while fostering a culture of respect and cooperation within a team environment.
● Complex Problem-Solving & Resilience: Ability to apply analytical and collaborative skills to resolve issues. Proven resilience and resourcefulness, maintaining professional composure and effectiveness during high-pressure interactions.
● Advanced Organizational Management: Superior time and priority management skills with the adaptability to handle multiple projects and daily activities simultaneously. This includes proficiency in Google Workspace and a quick aptitude for learning new technologies.
● Integrity & Detail Orientation: Rigorous attention to detail to ensure exceptional experiences, combined with a proven ability to maintain strict confidentiality regarding sensitive team member and client information.
● Proactivity & Leadership Development: An enthusiastic approach to new challenges and a roll-up-your-sleeves & mentality. Capable of leading or assisting in the delivery of training to support team growth and space integrity.
● Responsible for vendor management of at least one amenity vendor such as biophilia program, 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 item log.
● Develop and foster a collaborative, long-term relationship strategy with the vendor beyond just transactional interactions.
● Proactively identify opportunities for the vendor to bring innovative solutions or new efficiencies to ATB.
● Connect with Vendor for a quarterly review, initiate conversations to resolve issues as they arise, address team member concerns, escalate when necessary.
● Complete monthly invoicing from vendor, review spend analysis, work on cost reduction opportunities with the vendor.
Distinctive Skill Requirements and Qualifications
● Exceptional Client Service & Emotional Intelligence: Extensive experience in customer service or operations with a deep commitment to user experience. This includes a high degree of emotional intelligence, the ability to lead with empathy, and the skill to adapt behavior based on verbal and non-verbal cues.
● Strategic Communication & Relationship Building: Polished active listening and effective questioning techniques used to discover needs and ensure understanding. Strong ability to express ideas eloquently in writing and speech while building rapport with both internal and external stakeholders.
● Operational Excellence & Autonomy: Demonstrated capability to manage complex logistics and daily operations independently. Highly effective at working without direct supervision while fostering a culture of respect and cooperation within a team environment.
● Complex Problem-Solving & Resilience: Ability to apply analytical and collaborative skills to resolve issues. Proven resilience and resourcefulness, maintaining professional composure and effectiveness during high-pressure interactions.
● Advanced Organizational Management: Superior time and priority management skills with the adaptability to handle multiple projects and daily activities simultaneously. This includes proficiency in Google Workspace and a quick aptitude for learning new technologies.
● Integrity & Detail Orientation: Rigorous attention to detail to ensure exceptional experiences, combined with a proven ability to maintain strict confidentiality regarding sensitive team member and client information.
● Proactivity & Leadership Development: An enthusiastic approach to new challenges and a roll-up-your-sleeves & mentality. Capable of leading or assisting in the delivery of training to support team growth and space integrity.