Customer Experience Analyst

1 month ago

Montreal, Quebec, Canada Laurentian Bank Full time

Laurentian Bank seeks a Customer Experience Analyst to contribute to our evolving client culture through impactful projects and initiatives.

As a key member of the Customer Experience team, you will play a vital role in developing and implementing strategies that enhance the overall client experience.

  • Responsibilities:
  • Act as a dedicated advocate for the client experience.
  • Conduct in-depth analysis of data gathered through our Voice of the Customer program.
  • Collaborate in the creation of effective questionnaires and interview guides to gather valuable client insights.
  • Support the implementation of surveys and other initiatives designed to improve the client journey.
  • Identify opportunities for improvement and contribute to the development of best practices for enhancing client satisfaction.
  • Prepare comprehensive reports and ensure the smooth operation of our Qualtrics platform.

Qualifications:

  • Possess a Master's degree in Marketing Research with 2-3 years of relevant experience.
  • Be fluent in both English and French.
  • Have familiarity with the Qualtrics platform; prior experience is an asset.
  • Demonstrate expertise in data analysis and questionnaire development.
  • Exhibit strong analytical, problem-solving, and communication skills.

What Laurentian Bank Offers:

  • A competitive compensation package that includes annual reviews and performance-based bonuses.
  • A flexible hybrid work model to promote a healthy work-life balance.
  • A comprehensive benefits package, including stock purchase plans, generous time off, health and wellness programs, group insurance, and a pension plan.
  • Exclusive employee discounts on various products and services.

Join Laurentian Bank and contribute to a dynamic and inclusive work environment where everyone has the opportunity to succeed.

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