Senior Advisor, Member and client experience

Desjardins • Montreal, QC

5d

About The Position

As a member/client experience senior advisor, you help improve the member/client experience and ensure NPS viability within the organization. You lead different stakeholders in projects and through strategic initiatives related to NPS implementation and viability within the organization. You also lead different stakeholders in projects and through strategic initiatives related to redesigning the journeys created for each client segment and within the different channels available. In addition, you lead different stakeholders in development projects and complex, innovative strategic initiatives related to the member/client experience. You use your analytical skills and comprehensive, detailed knowledge of the organization to help solve highly complex problems. Your initiatives require extensive, in-depth knowledge of your line of work. You make recommendations on the development and execution of initiatives and projects with a high degree of operational and conceptual complexity that have an impact on the business sector's member/client experience and NPS. You interact with a large number of stakeholders working in other fields to understand and communicate the issues and to influence decision-making with respect to the member/client experience.

Requirements

• Bachelor's degree in a related field
• A minimum of six years of relevant experience
• Knowledge of French is required
• Communicates effectively
• Interpersonal Savvy
• Plans and aligns
• Strategic mindset

Nice To Haves

• other combinations of qualifications and relevant experience may be considered
• Trade Union (If applicable)

Responsibilities

• Help the sectors implement the NPS and make recommendations to support decision-making
• Monitor NPS viability in the business sectors you are responsible for
• Identify the sector's tool and upgrading needs
• Lead the design or redesign of customer journeys
• Ensure that member/client feedback is gathered and managed, and that the data is incorporated into the customer journey maps
• Identify issues and solutions related to the member/client experience
• Lead efforts to improve the member/client experience

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior