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Executive Director, Client Experience and Insights

2 months ago

Montreal, Quebec, Canada BDC Full time
About the Role

We are seeking a visionary leader to join our team at BDC as the Vice President, Client Experience & Insights. This pivotal role requires a strategic thinker who can harness data and analytics to drive business decisions, enhance client understanding, and deliver exceptional client experiences.

Key Responsibilities
  • Oversee the evolution of BDC's CX vision, strategy, and cross-functional efforts, ensuring a seamless and positive experience across all client touchpoints.
  • Report progress throughout the organization, including to our executive leaders.
  • Collect, analyze, and interpret market data to identify trends, opportunities, and actionable courses of action for the organization.
  • Manage the client feedback loop, including surveys, focus groups, and client advisory panels, to gather actionable insights.
  • Act as a key player and contributor to the organization's client data governance, framework, and data stewardship.
  • Design and execute key qualitative and quantitative research projects, providing insights and recommendations to senior leadership.
  • Ensure the accuracy and reliability of research data and methodologies.
  • 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.
  • Pursue innovative ways to leverage available client data with predictive models and cutting-edge analytics capabilities.
Requirements
  • Bachelor's degree in business, marketing, e-commerce, analytics, or 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.
  • Deep understanding and knowledge of data & analytics, and evolving tools and platforms used to improve operations and client experience.
  • 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.