Vice President, Client Experience

4 months ago

Montréal QC, Canada Business Development Bank of Canada Full time

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

The Vice President, Client Experience & Insights is a pivotal role responsible for leading the strategic direction and execution of market research, client insights, and client experience initiatives. This role requires a visionary leader who can harness data and analytics to drive business decisions, enhance client understanding, and deliver exceptional client experiences.

The VP combines strategic leadership with hands on management, leading teams of passionate client experience, client analytics and market research professionals integrating data analytics and insights to enhance client satisfaction, loyalty, and overall experience.

CHALLENGES TO BE MET- Develop and implement a comprehensive market research and insights strategy that supports the company's objectives and enhances its thought leader position in the SME market.- Oversee the evolution of BDC’s CX vision, strategy, and cross-functional efforts, ensuring a seamless and positive experience across all client touchpoints, as well as report progress throughout the organization, including to our executive leaders.- Oversee the collection, analysis, and interpretation of market data to identify trends, opportunities, and actionable course of action for the organization.- Collaborate with cross-functional teams to integrate client insights into product development, marketing strategies, and business decisions.- Manage the client feedback loop, including surveys, focus groups, and client advisory panels, to gather actionable insights.- Drive innovation in client experience by leveraging the latest technologies and methodologies.- Act as a key player and contributor to the organization’s client data governance, framework and data stewardship.- Ensure ongoing and timely selection and/or development of analytics tools and capabilities to support marketing teams with dashboards and actionable insights related to business outcomes.- Oversee the design and execution of key qualitative and quantitative research projects, providing insights and recommendations to senior leadership.- Ensure the accuracy and reliability of research data and methodologies.- Analyze market trends, consumer behavior, and competitive landscape.- Translate research findings into actionable insights and marketing strategies.- Use insights to drive continuous improvement in marketing campaigns and client engagement- Stay at the forefront of research and data & analytics trends, including AI, to bring forward the best insights and recommendations to the business and bring efficiency gains within the function.- Push the boundaries on how marketing can leverage available client data with predictive models and cutting-edge analytics capabilities.- Lead and mentor teams of high performing individuals, fostering a culture of continuous learning and improvement

WHAT WE ARE LOOKING- Bachelor’s degree in business, marketing, e-commerce, analytics, or in a relevant field.- Minimum of 15 years of experience in market research, customer insights, or client experience, with at least 7 years in a senior leadership role.- Strong analytical skills with the ability to translate data into actionable insights.- Proven track record of enhancing client experience and driving client-centric initiatives.- Excellent communication, collaboration, and leadership skills.- Ability to thrive in a fast-paced and dynamic environment.- Deep understanding and knowledge of data & analytics, and evolving tools and platforms used to improve operations and client experience.- A cohesive leader with a demonstrated open, adaptable mindset.- Creative and growth thinker with a deep analytical sense.- Demonstrated ability to lead people, develop talent and maximize the performance of a team.- Excellent judgment and creative problem-solving skills.- Strong leadership and team management skills.- Proficient in both official languages (English and French).- Experience in the financial or banking sector is an asset.

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