Senior Advisor, Omnichannel Customer Experience

Location Longueuil, Canada
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent


Job Description
Seeing beyond numbersº
At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank, a subsidiary of Laurentian Bank Financial Group.

The incumbent will report to the Senior Manager, Omnichannel Client Experience. He or she will play a leadership role with the members of the organization's teams. The incumbent will support individuals and teams by helping them solve problems, make decisions, and innovate faster using the methodology, workshops, and tools of service design.

The Senior Advisor, Client Experience and Service Design, will help implement and roll out strategies and tactics to meet the needs of our clients while supporting the Bank's objectives and business plan, for which he or she will be an ambassador
ºHelp teams work together to create better client-centric products and services through the use of innovative idea generation methodology and tools (e.g., Design Thinking).
ºRecommend best practices and methodologies for identifying client issues and designing innovative solutions.
ºIndependently plan and design client experience targets based on internal client data, using recommendations and collaborative workshops and developing client journeys.
ºSupport management in establishing the Bank's Centre of Excellence in Client Experience and in expanding the practice of client journey mapping throughout the organization.
ºSupport business lines and specific projects to ensure that proposed solutions are aligned with client strategies and prioritized experiences.
ºWork closely with the Voice of the Client, branch network, analysts, marketing, digital, contact centres and other collaborators to design end-to-end omni-channel experiences.
ºSupport and participate in change management activities and share insights on implementing CX practices throughout the organization.
ºContribute to the overall client experience strategy, the improvement plan, user testing, and recommendations for innovative and practical solutions to support the Bank's objectives.
ºAct as a stakeholder in the delivery of major transformation projects, ensure alignment with the Bank's strategic directions, and play an advisory and leadership role.
Hard skills
ºAt least 8 years of experience in a similar role related to client research, client experience design, and/or service design
ºExperience in designing and facilitating co-creation workshops; knowledge of the Design Sprint methodology, an asset
ºExperience in conducting qualitative research and user testing projects
ºKnowledge of user research tools (moderated and/or unmoderated), an asset
ºAbility to work across disciplines
ºBilingual (spoken and written)

Soft skills
ºAbility to be a leader as well a team player, depending on project needs
ºEntrepreneurial spirit and resourcefulness, to bring projects to fruition
ºAbility to unite people and bring together multidisciplinary teams
ºAbility to apply design methodology in everyday life, i.e., ability to listen and show empathy
ºCreativity and an interest in market trends, innovation, and new technology
Additional Information
Equity, Diversity & Inclusion
We are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground.

Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.

We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

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