SENIOR ADVISOR, SEGMENTATION AND CLIENT EXPERIENCE

BANQUE DE DÉVELOPPEMENT DU CANADA

No other bank is doing what we do.At BDC, we help Canada and its entrepreneurs create a prosperous, inclusive and green economy. Our mission is to help Canadian businesses thrive by providing financing, capital and advisory services. We’re devoted to Canadian entrepreneurs. We’re also dedicated to our employees. Adaptable. Inspiring. Different. There’s a reason we like to work here, and we think you’ll like it too. Join BDC and help make a difference!  Diversity. Equity. Inclusion. They’re more than just words for BDC. These concepts are foundational to our success and to our ability to attract, retain, mobilize and develop the right talent, as well as to offer a healthy, professional and collaborative environment. We are committed to cultivating and preserving an environment where all employees can thrive, and, for over a decade, we have been recognized as one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers. In recruiting for our team, we welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, beliefs, experiences, and more.POSITION OVERVIEWThe Segmentation and Client Experience (CX) team is leading several meaningful business initiatives that range from: leading an organization-wide digital transformation; staying up to date on client needs and challenges; enhancing our value proposition; resolving client experience issues and challenges.The senior Advisor in Client Experience will lead all aspect of CX initiatives from design to implementation and be fully dedicated to the Digital Transformation program.  He/she will work with key stakeholders and leaders to collect the VoC and define the client journey vision across all channels.The senior Advisor in Client Experience will show passion in seeking opportunities to enhance the value and overall experience delivered to entrepreneurs.  Will be the voice of the client in the program.  Will demonstrate the business acumen needed to make sense of multiple sources of data and research to tell a compelling story that generates call to action.  Will work to see said actions are operationalize and generate the expected benefits.NOTE: this role is focused on the CX aspects of the program, and NOT the User Experience considerations.WHAT WILL YOU DO•    Stay up to date on key market trends and latest voice of client analysis and act as an ambassador and change agent for all matters concerning the client experience.•    Work with UX designers and researchers to seek, analyse and disseminate VoC insights within the Digital Transformation program and with key stakeholders outside the program.•    Lead/participate in the definition of end-to-end client journeys. Actively collaborate with Product Delivery Managers, Product Owners, Journey Owners, as well as other stakeholders to define the client experience vision through Client Journey definition.•    Evaluate end-to-end client experiences across multiple journeys, channels and touch points by utilizing strong analytical competencies in order to identify the largest areas of improvement.  •    Actively work with IT and business project teams to integrate new virtual/digital capabilities into our different client journeys.•    Collaborate with the CX Leader and team members, as well as with Marketing and Public affairs colleagues, on various CX related initiatives (ex. research). WHAT DO YOU NEED TO SUCCEEED•    Are you curious about understanding the evolving needs of entrepreneurs and the realities of their ecosystems? •    Do you have the ability to look at issues and opportunities for our client’s perspective?•    Are you passionate about finding ways to enhance the value delivered to our clients and improve their experience with BDC?•    Are you willing to continuously advocate for client needs and expectations, even if many forces within the program don’t always seem to be aligned?•    Are you remembered by your colleagues and clients for your strong work ethic, your positive energy and dynamic personality? •    Are you organized and do you have the ability to work on multiple priorities in parallel with tight deadlines?•    Are you a team player who can create lasting and trusting relationships with various stakeholders?•    Are you bilingual (English and French) with a strong communication and analytical skills? With us, you’ll be able to achieve the work/life balance you’re looking for, with competitive working conditions and above-market flexible benefits. This includes modern workspaces to work from when you are in our offices, and, for some specific positions, the ability to work remotely, on reserve, and/or within your community.While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted. If you are a candidate with a disability and need an accommodation to complete the application process, please email us at [email protected], and include your full name, the best way to reach you, and the accommodation needed to assist you with the application process.