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BANQUE DE DÉVELOPPEMENT DU CANADA: Advisor, Client Experience

BANQUE DE DÉVELOPPEMENT DU CANADA

This is a Full-time position in Montreal, QC posted May 25, 2021.

No other bank is doing what we do.

At BDC, we’re devoted to Canadian entrepreneurs.

We’re also dedicated to our employees.

Adaptable.

Inspiring.

Different.

There’s a reason we like to work here and we think you’ll like it too.

POSITION OVERVIEW BDC is looking to add to its current Client Experience (CX) team with the objective of better supporting our business units that work with our clients.

The Advisor, Client Experience actively participates all aspects of improving client satisfaction and building better business journeys for Entrepreneurs.

This includes, but is not limited to, educate employees and leaders on CX principles, design client journeys, define voice of the customer (VoC) tactics, analyse survey/research results and lead CX-related initiatives.

He/she will identify and make recommendations on issues relating to how the business units (direct and indirect) work together to deliver a seamless, consistent client experience at every touch point, positively impacting BDC’s market differentiation and financial results.

Although the Advisor is expected to work with all business units within BDC, there will be a specific focus on improving the client experience through our virtual channels.

CHALLENGES TO BE MET Actively collaborate with client facing Business units to define their client experience vision and objectives.

Work with leaders to develop and recommend strategies required to align to this vision.

Monitor VoC tactics, tools and KPIs.

Analyse client feedback and work with business leaders and employees to identify trends, issues and improvement opportunities.

Evaluate end-to-end client experiences across multiple journeys and touch points by utilizing strong analytical competencies in order to identify the largest opportunity areas of improvement.

Work with Business Unit leaders to prioritize improvement initiatives and define expected benefits.

Actively work with IT and business project teams to integrate new virtual/digital capabilities into our different client journeys.

Lead/participate in end-to-end improvement initiatives: set objectives and scope, design and test solutions, develop an action plan, track operationalisation and report on benefits.

Provide thought leadership and coaching on CX best practices to leaders and employees.

Collaborate with the CX Leader and team members, as well as with Marketing and Public affairs colleagues, on various CX related initiatives (ex.

research).

WHAT WE ARE LOOKING FOR Bachelor degree in Marketing or a related field A minimum of 5 years of experience in a marketing or client experience position – Experience in virtual servicing channels and in a B2B environment are strong assets Experience in dealing with customer experience projects, segmentation and journey mapping is a strong asset Client-oriented Strong analytical skills Excellent communication skills in both languages Highly organized with the ability to prioritize and deal with a variety of situations on an ongoing basis Ability to work under pressure and deliver within tight deadlines Basic project management skills A creative team player who is flexible, cooperative and demonstrates a desire to work within a team Proven ability to effectively gather needs from internal clients and propose solutions Energetic, strong work ethic and a dynamic individual Very good knowledge of MS Office (Word, Excel, PowerPoint), design application knowledge is an asset EQUAL OPPORTUNITY EMPLOYER At BDC, we value diversity in our workforce and encourage all qualified candidates to apply.

We appreciate all responses and advise that only those candidates selected for an interview will be contacted.