Specialist and Lead, Cx Measurement and Insights
5 months ago
We are banking at another level.
Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.
Choosing BDC as your employer also means:
- Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few- In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1- A hybrid work model that truly balances work and personal life- Opportunities for learning, training and development, and much more...
POSITION OVERVIEW
Reporting to the AVP, Client Experience, the Specialist and Lead, CX Measurement & Insights will be responsible for scaling how we engage with clients and understand their needs, enabling all BDC teams to access client insights and act on them. This expert will evolve our CX measurement strategy and ensure our system of metrics is fully leveraged across the organization. They will play a pivotal role in better understanding BDC clients’ needs and expectations, turning qualitative and quantitative data into actionable insights, and building VoC programs.
Key responsibilities:
System of metrics and CX Measurement- In collaboration with the Research and Market Intelligence team, manage and analyse BDC transactional and relationship client voice surveys, and all other VoC surveys across BDC touchpoints and along the client journey- Build a centralized and holistic view of Voice of Client (new tools, dashboard and reporting) to ensure a 360 view of client experience, for all BDC clients as well as prospects/non-clients- Generate ongoing reporting and executive summaries to highlight insights, progress, and challenges- Identify opportunities to improve satisfaction and NPS through ongoing feedback loops, and build a long-term strategy for BDC’s client experience system of metrics- Ensure all CX and CSAT improvement initiatives are closely monitored, and results are shared with key stakeholders
Voice of Client (VoC) program- Scale and expand how we engage with clients and understand their needs and expectations: lead the development of best-in-class VoC programs among existing BDC clients, former and prospective clients- Manage the implementation and ongoing management of a future VoC platform to get near-real time feedback across touchpoints, identify pain points much faster, empower frontline employees and improve client servicing
Insights- Develop in-depth knowledge of drivers of client satisfaction, be a champion for CSAT and NPS improvement, raising awareness & understanding of drivers across BDC and encouraging action amongst all teams- Turn qualitative and quantitative data into actionable insights: become a trusted, integrated partner with the business (frontline employees, Client Success, and COO team) and corporate functions (Strategy, Continuous Improvement, Marketing, HR, etc.), providing the fact base and insights that are needed to generate meaningful improvements to client satisfaction- In collaboration with Director, Client Success Operations (under COO team), help design action plans and key initiatives to improve client satisfaction leveraging CX actionable insights- Collaborate with the Research and Market Intelligence team, bringing together the right tools and resourcing to support the highest priority CX initiatives
What we are looking for- 7-10 years of experience in CX and VoC programs/VoC platform management- Strong leadership skills- Wide & deep experience with both qualitative and quantitative CX research methods- Strong analytical and storytelling abilities- Ability to synthesize multiple data sources to identify issues, trends, and exceptions, bring data
- driven insights to life for the organization- Excellent verbal and written communication skills with a sharp eye for detail and ability to convey key messages to senior leaders
.
-
Cx & Performance Strategist
5 months ago
Montréal, Canada Nurun Full time**Company Description**: **Who we are**: We are Nurun, at the crossroads of creativity and technology. We create digital experiences that help to grow brands and transform organizations. We are hybrids who organize our work around multi-disciplinary collaboration. Our vision: humans first, technology second. Always the same ingredients, but never the same...
-
Director of Cx Strategy
5 months ago
Montréal, Canada Nurun Full time**Company Description** Who we are**: We are Nurun, at the crossroads of creativity and technology. We create digital experiences that help to grow brands and transform organizations. We are hybrids who organize our work around multi-disciplinary collaboration. Our vision: humans first, technology second. Always the same ingredients, but never the same...
-
Customer Experience
5 months ago
Montréal, Canada Intact Full timeOur employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts. Feel empowered to learn and grow while being valued for who you are - here, diversity is a strength. You...
-
BI Specialist
1 week ago
Montréal, QC, Canada Connect&GO Full timeWe are Connect&GO, a global tech leader providing attractions management software that empowers venues to create unforgettable guest experiences. We simplify operations and boost revenue while relentlessly focusing on customer needs. Our culture is built on innovation, fueled by fun and laughter. Join us as we challenge industry norms, drive value for our...
-
Customer Experience
6 months ago
Montréal, Canada Sylvan Adams YM-YWHA Full time**Job Opening: Customer Experience Coordinator** The Sylvan Adams YM-YWHA (the Y) is a member-driven organization with a 110-year history of pursuing its vision of sustaining Jewish continuity in Montreal. It provides a warm, welcoming, and inclusive environment, rooted in Jewish values and open to those of all backgrounds, where its members can gather to...
-
Team Lead Consumer Experience and Insights
5 months ago
Montréal, Canada Intelcom Full timeRide the next mile with us! - What you'll do: - Collaborate with internal business units such as Product development, IT, Customer Service Center, Human Capital and Operations to identify how user data can best be leveraged to improve the consumer experience. - Establish and own the holistic consumer experience vision. - Map consumer journeys and guide...
-
Innovations and Development Specialist
5 months ago
Montréal, Canada KitcoMetals Inc, Full time**PURPOSE**: We are seeking a highly motivated and innovative Innovation and Development Specialist to join our team at Kitco. As the CX Innovation and Development Specialist, you will play a key role in enhancing our customer experience by implementing and creating new technologies, leveraging data intelligence, and optimizing our CRM system. Your primary...
-
CRM and Customer Lifecycle Marketing Lead
6 months ago
Montréal, Canada KitcoMetals Inc, Full time**PURPOSE** The CRM and Customer Advocacy Lead at Kitco, you will play a pivotal role in driving customer engagement, retention, loyalty, and repeat purchases through strategic CRM initiatives. You will be responsible for managing the entire customer lifecycle, optimizing marketing programs, and leveraging data to deliver personalized and impactful...
-
CRM and Customer Lifecycle Marketing Specialist
5 months ago
Montréal, Canada KitcoMetals Inc, Full time**PURPOSE**: The CRM and Customer Advocacy Specialist at Kitco, you will play a pivotal role in driving customer engagement, retention, loyalty, and repeat purchases through strategic CRM initiatives. You will be responsible for managing the entire customer lifecycle, optimizing marketing programs, and leveraging data to deliver personalized and impactful...
-
Customer Insights Lead
5 months ago
Montréal, Canada Reitmans (Canada) LtéeLtd Full time**Company Description** Who we are**: At Reitmans (Canada) Limited (RCL), every moment of every day revolves around our customers and our love of fashion. We believe fashion empowers our customers to put their best foot forward when it matters the most. From the design table to the stores and our digital channels, we are always finding new ways to create...
-
Audience Growth
5 months ago
Montréal, Canada Cirque du Soleil Full time**Audience Growth & Insights Specialist** - Full-Time Position_ We have a place for individuals with a distinct penchant for ensuring the smooth operation of our shows and events, for conceiving remarkable products, for putting their ingenuity at the service of their team, and for contributing to the enhancement of their expertise and the development of...
-
CRM and Customer Lifecycle Marketing Lead
5 months ago
Montréal, Canada Kitco Metals Inc Full time**PURPOSE** The CRM and Customer Advocacy Lead at Kitco, you will play a pivotal role in driving customer engagement, retention, loyalty, and repeat purchases through strategic CRM initiatives. You will be responsible for managing the entire customer lifecycle, optimizing marketing programs, and leveraging data to deliver personalized and impactful...
-
Innovations and Development
6 months ago
Montréal, Canada KitcoMetals Inc, Full time**PURPOSE** We are seeking a highly motivated and innovative Innovation and Development Specialist to join our team at Kitco. As the CX Innovation and Development Specialist, you will play a key role in enhancing our customer experience by implementing and creating new technologies, leveraging data intelligence, and optimizing our CRM system. Your primary...
-
Innovations and Development
5 months ago
Montréal, Canada Kitco Metals Inc Full time**PURPOSE** We are seeking a highly motivated and innovative Innovation and Development Specialist to join our team at Kitco. As the CX Innovation and Development Specialist, you will play a key role in enhancing our customer experience by implementing and creating new technologies, leveraging data intelligence, and optimizing our CRM system. Your primary...
-
Manager of Global Customer Experience
1 month ago
Montréal, QC, Canada SharkNinja Full timeOur purpose is to positively impact people's lives every day in every home around the world! We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do. En...
-
Business Modeling Specialist
5 months ago
Montréal, Canada Genetec Full time**What your day will look like**: The Business Modeling Specialist reports to the Manager, Voice of Customer. In this role, you will be responsible for the following aspects - Lead the business process modeling efforts for the key processes of the CX organization following the ArchiMate standards to build consistent and customer-centric models, while also...
-
SAP Cx Solution Value Adoption Advisor
2 weeks ago
Montréal, QC, Canada SAP Full time**We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Vice President, Client Experience
2 months ago
Montréal, QC, Canada Business Development Bank of Canada Full timeWe are banking at another level. Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to...
-
Gis Specialist
5 months ago
Montréal, Canada MASE Insights Full timeThe Geospatial Data Intelligence Developer Specialist is responsible for the administration and design of the data quality monitoring system (spatial and non-spatial) from a delivery and service perspective. This person is responsible for developing optimal validations, data conversion, and transformation scripts, communicating any issues or defects...
-
Customer Insights Analyst
5 months ago
Montréal, Canada Nestle Operational Services Worldwide SA Full time**Position Snapshot** **Business areas: Nespresso** **Job title: Customer Insights Analyst** **Location: Montreal, QC located at 300 Léo-Pariseau, suite 2300 Montréal, QC Canada H2X 4B3; Hybrid** **What to Expect**: **A day in the life of**: - You will work day to day directly with the marketing B2B and Boutique team while having frequent collaborations...