Cx Advisor, Strategic Initiatives and Impact

3 weeks ago

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...

Temporary position (until March 31, 2024), with the possibility of becoming a permanent position.

POSITION OVERVIEW

The CX Advisor will work in collaboration with the Director, Strategic Initiatives and Impact Delivery Office, and the Director, Client experience and segmentation, to deliver on BDC’s strategic pillars, central to Canada and its entrepreneurs. The Impact Program is a vehicle of BDC’s strategy, a cross-functional “innovation lab” where transformative solutions (i.e., financing products, advisory services, digital products, etc.) are tested and refined, with the goal of creating a meaningful impact on the Canadian economy.

The CX Advisor we are looking for is passionate about discovering and shaping the customer perspective, is a change agent, a problem solver, and a high achiever. This advisor is structured, efficient and has the ability to work effectively in a fast-paced environment.

As a member of the Strategic Initiatives and Impact Delivery Office team, you would be working with the Impact CX Lead and would support each of our Accelerators (Climate, Growth & Productivity, Diversity, and Better Bank) by delivering on client experience activities which will drive the experimentation and the development of new products and solutions to help BDC achieve its new strategic vision and support its client-centric transformation. Some of the activities could be the following:
- Designing client experience journeys to optimize the customer experience for the given experiment or pilot project- Designing, organizing, conducting, and drawing insights from customer interviews, surveys and focus groups- Providing thought partnership and leadership on incorporating the “voice of the customer” as central to the experiments that are being performed- Researching and synthesizing results from research on customer needs, preference, and trends

CHALLENGES TO BE MET- Support the Impact CX Lead in various Customer Experience initiatives and special projects for the Accelerators- Understand, diagnose, and help generate impactful solutions, based on data, to address the CX challenges faced by the Accelerators, and work to remove barriers for their implementation- Develop multiple customer journeys to ensure a seamless client experience across touchpoints in alignment with BDC’s CX vision- Support fast-paced cross-functional agile teams

WHAT WE ARE LOOKING FOR- Bachelor’s degree in marketing or a related field- A minimum of 3 to 5 years of experience in a client experience, marketing or market research position- Experience in the financial sector and/or a B2B environment is a strong asset- Strategic thinker with strong business acumen who is capable of driving and influencing business performance- Experience in dealing with customer experience projects, segmentation and journey mapping is a strong asset- Ability to work collaboratively in a team environment- Ability to work under pressure and deliver within tight deadlines in a fast-paced environment- Ability to build and deliver PowerPoint presentations in a structured and audience-relevant manner- Ability to work with Excel to analyze and interpret data to extract insights and develop recommendations- Familiarity with agile methodologies and workplaces is an asset- Bilingualism (French and English) is required

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