Specialist and Lead, Cx Measurement and Insights

2 weeks ago

Montréal, 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

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

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