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Digital Customer Success Principal Director

2 months ago

Montreal Quebec GF, CA National Bank Part time
Digital Customer Success Principal Director

Part Time / Full Time

A career as a Senior Director of Customer Success means supporting a team that creates a distinctive customer experience through an innovative digital approach. Your mobilizing leadership and expertise will have a positive impact on the customer experience.

Your job:

  1. Create and engage a digital team across management activities to ensure a superior customer experience.
  2. Establish a vision of continuous improvement by stimulating innovation in automated and innovative practices.
  3. Manage the outsourcing contact center contract by its objectives, budget, and scope.
  4. Align and mobilize a multidisciplinary and stakeholder team to optimize customer success.
  5. Act as a specialist to management, influence and align the sector's end-to-end business model by making improvements to management practices and operational tasks.
  6. Develop support strategies for digital products, in order to adjust our approach in an agile way following feedback from our customers.

Your team:

Within the Digital Special Projects sector, you will be part of an autonomous team of around fifty people and will actively participate in the Bank's transformation. Our team stands out for its great complicity, its unparalleled spirit of mutual aid, and its great dynamism and sense of innovation The mission of customer success is to maximize the value of products or services through a forward-thinking, digital approach.

As a Customer Success Manager, you will work closely with a dynamic team to improve the customer experience, increase efficiency and profitability, and promote the use of digital tools. You will have under your leadership 3 specialists to optimize the digital experience, the management of the external contact center, knowledge management, and the associated KPIs.

Prerequisite:

  1. Relevant training and 8-10 years of digital experience.
  2. Excellent mastery of guiding principles and agile method (value creation, management of a product backlog).
  3. Experience in transformation, complex project management, and continuous improvement.
  4. Relevant experience in managing an external contact center.
  5. Strong change management skills.
  6. Excellent stakeholder management, influential leadership, and excellent team player.
  7. Great autonomy, rigor, and accountability.

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:

  1. Health and wellness program, including many options.
  2. Flexible group insurance.
  3. Generous pension plan.
  4. Employee Share Ownership Plan.
  5. Employee and Family Assistance Program.
  6. Preferential banking services.
  7. Opportunities to get involved in community initiatives.
  8. Telemedicine service.
  9. 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 offer a barrier-free workplace that is accessible 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?

Come live your ambitions with us

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