Senior Advisor Customer Experience

Seeing beyond numbers™ 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. Does helping to build a customer experience culture appeal to you? Do you love data and have a knack for presenting and communicating it in a straightforward way to an audience? Are you looking for a role that gives you a broad sandbox where versatility is a must? Does a dynamic environment where your tasks are varied and you can contribute directly to the company's strategy appeal to you? This opportunity could be for you. The Transformation and Customer Satisfaction team is looking for someone with a passion for customer experience to join its team. This person will be directly involved in the evolution of customer culture, representing the team on various projects. Among other things, this person will be called upon to bring the Voice of the Customer program to life within the organization, in addition to leading the development of strategies and the execution of various projects aimed at improving the customer experience. Responsibilities This job is for you if you like :

• Customer data! More specifically, understanding customers, collecting and analyzing data
• Carry out customer analyses to leverage decision-making and come up with concrete recommendations and strategies.
• Understand how the Qualtrics platform works
• Learn, understand and educate employees about the customer experience
• Support cross-functional teams in creating better products and services based on customer insights
• Identify customer issues and help find innovative solutions
• Map customer journeys and suggest improvements according to priority
• Collaborate with multidisciplinary teams
• Make recommendations to improve the customer experience
• Keep abreast of CX trends and best practices
• Recommend and conduct research projects as needed for various projects

Qualifications

• Bachelor's or Master's degree in marketing, marketing research, administration or other relevant field
• Fluency in French and English, both spoken and written
• 4-6 years of relevant experience
• Strong ability to analyze and interpret results, and an interest in data
• Ability to popularize and communicate ideas verbally
• A keen ability to synthesize information
• Demonstrate versatility and ease in working on a variety of customer experience projects
• Demonstrate leadership in taking charge of projects
• Ability to work collaboratively
• Organizational skills in project and schedule management
• Curious and open to learning
• Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages.

What Laurentian Bank Has To Offer You The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees. Here are some of the key points of our offering:

• The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.
• Total compensation: Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.
• Work model: We prioritize a hybrid work model based on business needs.
• Stock purchase plan: Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.
• Time off: In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees. Plus, as an extra perk, you also get a paid day off to celebrate your birthday.
• Health and wellness: Take care of your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
• Group insurance and pension: We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.
• Financial benefits: As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee-only offers on a wide range of products. Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas and many more.

We are committed to creating a fulfilling professional environment where your skills are valued, and your well-being is a priority. Join us for a rewarding career at Laurentian Bank. Inclusion and Accessibility At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community. We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know. PIPEDA We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.