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Senior Client Experience Designer

National Bank

This is a Contract position in Montreal, QC posted November 4, 2021.

Employee Status: Regular
Schedule: Full-time

National Bank, our clients are at the heart of our mission and values.

  • Are you passionate about understanding client behaviour, designing user journeys and solving complex problems?
  • Do you also want to contribute to refining the methodology and design processes for these experiences and increase the scope of this practice across the Bank?
  • Would you like to grow and develop in a sector undergoing a major transformation and be at the centre of our cultural shift?

National Bank is looking to fill a CX Designer position in its Client Experience sector. Reporting to the Senior Manager, Client Strategy and CX Design, you will help build customer journeys (existing and target) in keeping with our client acquisition and engagement strategies and monitor the progress of these journeys.

Your role :

  • Use client data to design the target client and employee experiences and achieve this vision through recommendations and customer journey At mapping
  • Lead and take part in co-creation activities with multidisciplinary teams
  • Ensure that the various client and employee experiences are sustainable and feasible by working closely with different partners who will develop and operate these experiences
  • Advance the CX Design practice within the team and organization through appropriate training and tools
  • Intervene in certain projects from time to time to ensure that the proposed solutions are in line with client strategies and priority experiences
  • Monitor and measure the customer journeys in order to identify opportunities and make recommendations
  • Work closely with client strategists, UX designers, Voice of the Client and Employee Experience to design end-to-end experiences
  • Be an ambassador of the client-centric approach

Competencies required:

  • At least five years of experience in a similar position such as consumer research, experience design and CX (Experience in banking, an asset,)
  • Extensive experience in designing and executing the client/employee experience (customer journey mapping)
  • Excellent writing and presentation skills, both verbal and visual
  • Bilingualism, both spoken and written (English and French)
  • Able to work in both project and matrix mode
  • Able to manage ambiguity

Preferred competencies:

  • Team player
  • Active listener and empathetic
  • Creative and innovative
  • Inquisitive and driven

Your benefits:

Upon hiring, you will be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family:

  • Health and wellness program, including many benefits
  • Flexible group insurance
  • Defined benefit pension plan
  • Employee Share Ownership Plan
  • Employee and family assistance program
  • Preferred banking services
  • Volunteer program
  • Telemedicine
  • Virtual sleep clinic

These are just a few of the many benefits we offer. We’ve rolled out a number of additional measures to ensure your health, safety and wellbeing during the pandemic.

We’re putting people first

We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples’ lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us.

We welcome all candidates! What can you bring to our team?

Ready to live your ambitions?

JobField: Web and Digital
Unposting Date: 2021-11-19
Job Number: WEB0004A
Posting Date: 2021-11-04