Senior CX Lead

4 weeks ago

Montreal, Quebec, Canada Banque Nationale du Canada Full time
About the Role

We are seeking a highly skilled Senior CX Lead to join our team at Banque Nationale du Canada. As a key member of our Strategy & Client Experience team, you will play a crucial role in shaping the future of our client experience.

As a Client Experience Specialist, you will be responsible for designing and implementing customer experiences that meet the needs of our diverse client base. Your expertise in research and analysis, co-creation and design, communication, and facilitation will be essential in driving business growth and improving client satisfaction.

Responsibilities
  • Design and Implement Customer Experiences: Develop and implement customer experiences that meet the needs of our diverse client base, using data, best practices, and customer feedback.
  • Lead Co-Creation Activities: Facilitate, lead, and participate in co-creation activities with multidisciplinary teams to develop innovative solutions that meet customer needs.
  • Ensure Feasibility and Alignment: Work closely with partners to ensure the feasibility of customer experiences and ensure alignment with business strategies and priorities.
  • Evolve CX Design Practice: Contribute to the evolution of our CX design practice and be an ambassador for customer-centricity within the organization.
About the Team

As a member of our Customer Experience and Digital sector, you will be part of a collaborative and dynamic team that values empathy, collaboration, and critical thinking. We offer a hybrid work environment and flexible schedule to promote work-life balance and career growth.

Our team is committed to continuous learning and development, with access to personalized training programs, mentorship, and coaching. We also offer a range of benefits and perks to support your well-being and career advancement.

Requirements
  • 5+ Years of Experience: Proven experience in a similar position related to consumer research, experience design, and CX. Excellent writing and presentation skills, with the ability to influence and rally diverse opinions.
  • Communication and Collaboration: Strong communication and collaboration skills, with the ability to work effectively with diverse stakeholders and teams.
About Us

Banque Nationale du Canada is a bank on a human scale that values partnership, agility, and empowerment. We are committed to creating a positive impact on people's lives and fostering an inclusive and diverse work environment.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about shaping the future of client experience and have the skills and expertise to make a difference, we encourage you to apply.

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