Experience Coordinator, ATB Place Edmonton

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID). Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members: Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities. Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs. Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development. ## About the Role As ATB’s next Experience Coordinator within People Places & Spaces (PP&S), you will report to the Manager, Workplace Experience. You’ll 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 workplace operations and consistent service excellence through both the direct management of onsite services and the mentorship of the Experience Curator. Operational Requirements: * This position requires being onsite at ATB Place in downtown Edmonton, Monday to Friday 7:30am to 3:45pm (including a 1-hour lunch break) with the occasional flexibility required to work shifted hours (such as 8:45 AM to 5:00 PM). * This role primarily operates from the front reception desk. It also requires daily lunchtime and occasional full-time coverage for the Experience Curator role, which involves standing/walking for up to 80% of the day and lifting/carrying up to 20 pounds. * Traveling to other corporate locations within Alberta for coverage support may be required. ## Accountabilities Experience Coordinator accountabilities include (but are not limited to): Client, Guest & Team Member Experience * Acts as the first point of contact for onsite client, guest and team member experience and managing the daily operations of the reception desk. * Administers temporary security access card management in accordance with established policies and procedures. * Ensures corporate locations operate in a safe, secure, well-maintained, and client-centric manner. * Provides both in-person and virtual support to team members across all ATB spaces via a shared team email and phone line. * Mentors, guides, and supports more junior team members within Workplace Experience including; Experience Curators and PP&S Students. Experience Coordination * Establishes, maintains, and oversees workplace best practices and service standards for all client-facing and common spaces. * Manages client and large meeting room spaces, including logistical coordination for onsite events. * Implements workplace experience changes using change management concepts to ensure high end-user engagement, smooth transitions, and clear training guides. * Manage third party contractor and vendor performance for onsite corporate services and amenities. * Manages workplace communications and channel posts utilizing strong written and verbal communication skills; acting as the go-to point of contact for the building. * Delivers support and training to team members on our space booking software, including managing team member workstation assignment and move requests as needed. Completing bi-annual space management audits to support utilization and availability for team members. * Manages onsite amenities and services, including administration of assigned workstations, lockers, team storage, parking and ordering of supplies. * Acts as a primary first aid attendant and fire warden (training provided by ATB) * Provides backup to the Experience Curator - including catering oversight and event set up / take down, replenishment of supplies, coffee machine maintenance, resetting spaces. * Performs additional administrative tasks as required or requested. Vendor Management * Manages amenity vendors for one or more services (such as stationery, biophilia program, food service vendor, etc.) and monitors performance against Service Level Agreements and contracts using a rolling action item log. * Serves as the primary point of contact for internal issue resolution regarding vendor services. * Develops collaborative, long-term relationship strategies with vendors beyond transactional interactions to drive innovative solutions and efficiencies. * Conducts quarterly vendor reviews, addressing team concerns and escalating issues when necessary. * Processes monthly vendor invoicing, reviews spend analysis, and identifies cost-reduction opportunities. IWMS Queue Management * Manages facilities service requests within the Integrated Workplace Management System (IWMS) for a specific zone, overseeing requests from inception to completion. * Reviews and processes invoices for final payment approval by the Facilities Manager or designated Team Member. ## Knowledge, Skills and Experience Distinctive Skill Requirements * Exceptional Client Service and 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. * Resilient Positivity and Adaptability: A consistently positive and welcoming demeanor, serving as the enthusiastic "face of ATB." Proven ability to maintain high energy, optimism, and productivity while navigating a highly collaborative attitude in a potentially distracted environment. * Strategic Communication and 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 and 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 and 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 and 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. As the ideal candidate you possess: * 3+ years of customer service, reception and/or operations experience. * A deep commitment to the guest experience; you take pride in anticipating needs, understanding people, and executing the small details that leave a lasting positive impression. * Exceptional emotional intelligence and self-awareness. You easily read verbal and non-verbal cues, lead with empathy, and adapt your approach to make others feel welcomed, comfortable, and valued. * Technical skills, including Google Workspace, and experience learning and adapting to new technologies and software. * Strong interpersonal skills with the ability to effectively lead, mentor, or assist in delivering operational training. Don’t meet all the requirements on the list? A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you. We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business. What happens next? If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com Stay in touch We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.