Advisor, Member and client experience

1 week ago

Montreal, Quebec, Canada Desjardins Full time

Temporary position for 15 months.

As a member/client experience advisor, you help improve the member/client experience and ensure NPS viability within the organization. Your role is to implement the NPS and boost its viability within the organization. You also handle customer journey redesign, to improve the experience each client segment has while using the different channels available. You advise and assist teams with respect to various key member/client experience initiatives. You help solve complex problems using your analytical skills and detailed knowledge of the line of business. Your projects and initiatives require extensive knowledge of your line of work. You put forward recommendations, solutions and action plans to improve the member/client experience and the NPS, based on the organization's directions and objectives. You interact with various stakeholders working in other fields to understand their needs, and present and explain the different aspects of the member/client experience. More specifically, you will be required to:

  • Support the sectors' implementation of the NPS.

  • Monitor NPS viability in the business sectors you are responsible for.

  • Identify the sector's tool and upgrading needs.

  • Design or redesign customer journeys.

  • Gather and manage member/client feedback, and incorporate the data into the customer journey maps.

  • Identify issues and solutions related to the member/client experience.

  • Help improve the member/client experience.

What we offer*

  • Competitive salary and annual bonus

  • 4 weeks of flexible vacation starting in the first year

  • Defined benefit pension plan that provides predictable, stable income throughout retirement

  • Group insurance including telemedicine

  • Reimbursement of health and wellness expenses and telework equipment

Benefits apply based on eligibility criteria.

What you bring to the table

  • Bachelor's degree in a related field

  • A minimum of two years of relevant experience

  • Please note that other combinations of qualifications and relevant experience may be considered

  • Knowledge of French is required

Communicates effectively, Complexity, Decision quality, Interpersonal Savvy, Tech savvy

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask

Job Family

Marketing (FG)

Unposting Date

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