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Senior Designer CX

3 months ago

Montreal Quebec GF, CA Banque Nationale du Canada Full time

A career as a Senior CX Designer in the Strategy & Client Experience team at National Bank means acting as a Client Experience Specialist, where your passion for understanding the behaviours, expectations, and needs of various clients aims to build the experience of tomorrow by putting people first.

You act as a specialist for all areas of the Bank, considering all the channels available and used by the customer.

This role allows you to have a positive impact on our organization, through your skills in research and analysis, co-creation and design, communication, and facilitation.

Responsibilities
  • Design, from the strategic vision, customer data, best practices, and interviews, the target customer experience and concretize this vision in the form of recommendations and customer journeys.
  • Facilitate, lead, and participate in co-creation activities of multidisciplinary teams.
  • Ensure the feasibility of the various customer experiences by working closely with the various partners who will develop and operate these experiences.
  • Intervene on an ad hoc basis on certain projects to ensure the alignment of the solutions envisaged with customer strategies and prioritized experiences.
  • Evolve the CX Design practice in the team and be an ambassador for customer centricity in the organization.
Your team

Within the Customer Experience and Digital sector, you are part of a team of 4 colleagues and stand out for your commitment to bringing to life the values of empathy, collaboration while keeping a critical mind in order to ensure a healthy and lasting relationship with our employees and customers.

We aim to offer you maximum flexibility to promote your quality of life. This is reflected in a hybrid work environment, as well as a flexible and adaptable schedule.

The Bank values continuous development and internal mobility. Our personalized training programs, based on learning in action, allow you to master your craft and develop new areas of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, and coaching and mentoring support are available to you at all times.

Prerequisite
  • 5 years and more of experience in a similar position related to consumer research, experience design, CX (customer journey, Blueprint service, design thinking, ).
  • Excellent quality of writing and presentation, both oral and visual.
  • Ability to influence and rally diverse opinions.
  • Listening and empathy.
Languages

Reason to require this language: you will need to work closely with our colleagues outside Quebec.

Skills

Communication, Diversity & Inclusion, Empathy, Initiative, Learning Agility, Resiliency, Teamwork.

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

  • Health and wellness program, including many options.
  • Flexible group insurance.
  • Generous pension plan.
  • Employee Share Ownership Plan.
  • Employee and Family Assistance Program.
  • Preferential banking services.
  • Opportunities to get involved in community initiatives.
  • Telemedicine service.
  • Virtual sleep clinic.

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

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 want to offer an accessible, barrier-free workplace to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates What can you bring to our team?

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days, or discussion forums with our leaders.

For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates What can you bring to our team?

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