Lead Advisor, Voice of Customer Program

2 weeks ago

Montréal, Canada Laurentian Bank Full time

Seeing beyond numbers
**TM**
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 3,000 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.

The incumbent will report to the Senior Manager, Omnichannel Customer Experience. He or she will play a leadership role for the members of the organization's teams. The incumbent will support individuals and teams by helping them solve problems, make decisions, and innovate faster using customer data from NPS surveys and various research and measurement tools.

The Lead Advisor, Voice of the Customer Program, will help develop, implement and roll out research strategies and tactics that will transform customer data into concrete actions to support the Bank's objectives and business plan. With the support of the Senior Advisor, Voice of the Customer, the incumbent will mainly manage and develop the Voice of the Customer Program, which is aimed at creating a culture with a relentless focus on the customer.

The incumbent is responsible for monitoring operational risks at the corporate level for the Bank and its subsidiaries.

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**Responsibilities**:
Daily management of the program

º Manage and drive program priorities while maintaining an overview of the backlog, capacity of the Voice of the Customer team, and organizational objectives so that stakeholder demands can be prioritized in a fair and structured manner.

º Manage several research projects simultaneously, including managing stakeholders, developing a roadmap, delivering data collection tools based on deadlines, and presenting final results.

º Build a consolidated and prioritized view of customer experience improvement initiatives resulting from research activities together with the Senior Advisor, Voice of the Customer.

º Help generate and democratize customer insights by proposing Inner-loop and Outer-loop activities that are relevant and adapted to stakeholder needs.

º Work closely with the branch network, product managers, analysts, marketing, digital, contact centres and other stakeholders to continuously improve the program and adapt it to stakeholder needs and the Bank's strategic directions.

º Support business lines and priority projects by feeding upstream discussions with actionable customer insights or identifying knowledge gaps to be closed with customer research.

º Deliver quality presentations in a compelling storytelling format to varied audiences ranging from the Bank's first line employees to its executives.

º Represent the Voice of the Customer Program within different multifunctional forums.

Strategic development of the program

º Keep up with market trends and best practices to provide recommendations for how to develop the program and ensure alignment with the Bank's strategic directions.

º Participate in and support change management and knowledge sharing activities related to the implementation of the Bank's customer experience practice.

º Act as a stakeholder in the execution of major transformation projects and exercise an advisory and leadership role, using customer data generated by the program.

º Support CX leadership in updating the overall customer experience strategy to support the achievement of the Bank's annual objectives.

**Qualifications**:
Hard skills

º At least 8 years of experience in a similar role related to customer research, management of a voice of the customer program and/or customer experience design

º Experience managing program or product priorities

º Experience conducting major qualitative research projects

º Experience managing satisfaction survey tools, particularly Qualtrics, and/or other qualitative research tools

º Mastery of key customer satisfaction metrics: NPS, CSAT, CES

º Knowledge of Design Spring, an asset

º Ability to work across disciplines

º Bilingual (spoken and written)

Soft skills

º Ability to be both a leader and a team player, depending on project needs

º Entrepreneurial spirit and resourcefulness, to bring projects to fruition

º Ability to unite people and bring together multidisciplinary teams

º Knowledge of how to balance the program's need for methodology and discipline and the realities of an organization in transformation, i.e., be agile without neglecting quality

º Creativity and an interest in market trends, innovation, and new technology
- Qualifications

Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matterswith internal and external parties in both languages.

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