Senior Director of Customer Success

1 week ago

Montreal, Quebec, Canada National Bank Full time
About the Role

We are seeking a highly experienced Senior Director of Customer Success to lead our Digital Special Projects sector. As a key member of our team, you will be responsible for driving digital transformation and ensuring a superior customer experience.

Key Responsibilities
  • Lead Digital Transformation: Develop and execute a vision for continuous improvement, stimulating innovation in automated and innovative practices.
  • Manage Outsourcing Contract: Oversee the outsourcing contact center contract, ensuring alignment with objectives, budget, and scope.
  • Align and Mobilize Teams: Collaborate with a multidisciplinary and stakeholder team to optimize customer success, aligning with the Bank's end-to-end business model.
  • Develop Support Strategies: Create and implement support strategies for digital products, adapting to customer feedback and market trends.
  • Lead a Team of Specialists: Manage a team of 3 specialists, focusing on digital experience, external contact center management, knowledge management, and associated KPIs.
Requirements
  • Relevant Experience: 8-10 years of digital experience, with a strong background in transformation, complex project management, and continuous improvement.
  • Leadership Skills: Excellent stakeholder management, influential leadership, and team player skills, with a strong ability to drive change and manage external contact centers.
  • Business Acumen: Strong understanding of business principles, agile methodologies, and product backlog management.
What We Offer
  • Competitive Compensation: A comprehensive compensation package, including health and wellness programs, flexible group insurance, and a generous pension plan.
  • Employee Benefits: Access to a wide range of benefits, including employee share ownership, employee and family assistance programs, and preferential banking services.
  • Dynamic Work Environment: A collaborative and inclusive work environment, with cutting-edge tools and a focus on employee well-being.

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