Customer Experience Specialist– Right-Hand Side, Kelowna

At Loblaw, we are committed to helping Canadians Live Life Well. We are looking for a Customer Experience Specialist (CES) to join our team to support the implementation and management of national standards, store programmes and processes on the Right‑Hand Side of the store.

The CES works closely with all stakeholders to foster an environment of continuous improvement and best practice sharing with a focus on improving customer experience and financial results. The CES supports training and development of store colleagues on standards, programmes, and systems, fostering a community of learners, coaches and leaders in their stores.

The Right‑Hand Side Specialist supports PCX, Front‑End, Cosmetics, Health&Beauty, and General Merchandise for their district.

Key Responsibilities

Ensure department adherence to company policies/procedures through store visits for consistent execution of processes and strategy.

Collaborate with Operations to create and participate in focused action plans using data insights when there are variances from policy/strategy and opportunity sites.

Follow up on prior feedback/action plans to ensure continuous department improvement.

Leverage system technologies&tools such as Performance Analytics Center (PAC) and Robin analysed data and identify trends to support continuous improvement.

Support and follow‑up on training related to department specific programmes, standards and National initiatives.

Ensure adherence to all regional legislation related to food safety, health and safety, and government affairs.

Provide stakeholders with post‑mortems from events, seasonal programmes and BU initiatives to ensure key learning is captured and improvements are made for future initiatives.

Participate in District calls to provide progress on current and upcoming programmes, events and opportunities.

Participate in new store openings/renos to ensure standards and execution within the district.

What You Bring

5+ years of operational experience in management roles with a proven ability to lead, motivate, and influence others.

Expertise in facilitating, training, and coaching employees in both group and individual settings to foster growth and accountability.

Exceptional communication and interpersonal skills, including the ability to navigate tough conversations and provide bold, constructive feedback.

Strong diagnostic and analytical skills (Root Cause Analysis) paired with the financial acumen to make sound business decisions.

Demonstrated ability to manage change, adapting positively to shifting priorities and an evolving environment.

Highly organized with proficiency in technology, time management, and project management.

A self‑motivated team player who reflects Loblaw Leadership Behaviours and actively promotes a positive organizational culture.

Flexibility and willingness to travel within the assigned region.

Hiring Range /Échelle salariale à l’embauche : $80,000.00 – $110,000.00 per year.

Accommodations&Background Check Les candidatsâgés de 18 ans ou plus doivent effectuer une vérification des antécédents criminels. Les demandes d’aménagement en raison d’un handicap peuvent être faites à n’importe quel stade de la demande et de l’emploi. Nous encourageons les candidats à faire connaître leurs besoins en matière d’accommodation afin que nous puissions offrir des opportunités équitables.

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