Senior Advisor, Client Experience and Service Design

The incumbent will report to the Senior Manager, Omnichannel Client Experience. He or she will play a leadership role with the members of the organization’s teams. The incumbent will support individuals and teams by helping them solve problems, make decisions, and innovate faster using the methodology, workshops, and tools of service design.

The Senior Advisor, Client Experience and Service Design, will help implement and roll out strategies and tactics to meet the needs of our clients while supporting the Bank’s objectives and business plan, for which he or she will be an ambassador

Responsibilities
º Help teams work together to create better client-centric products and services through the use of innovative idea generation methodology and tools (e.g., Design Thinking).
º Recommend best practices and methodologies for identifying client issues and designing innovative solutions.
º Independently plan and design client experience targets based on internal client data, using recommendations and collaborative workshops and developing client journeys.
º Support management in establishing the Bank’s Centre of Excellence in Client Experience and in expanding the practice of client journey mapping throughout the organization.
º Support business lines and specific projects to ensure that proposed solutions are aligned with client strategies and prioritized experiences.
º Work closely with the Voice of the Client, branch network, analysts, marketing, digital, contact centres and other collaborators to design end-to-end omni-channel experiences.
º Support and participate in change management activities and share insights on implementing CX practices throughout the organization.
º Contribute to the overall client experience strategy, the improvement plan, user testing, and recommendations for innovative and practical solutions to support the Bank’s objectives.
º Act as a stakeholder in the delivery of major transformation projects, ensure alignment with the Bank’s strategic directions, and play an advisory and leadership role.

Qualifications

Hard skills
º At least 8 years of experience in a similar role related to client research, client experience design, and/or service design
º Experience in designing and facilitating co-creation workshops; knowledge of the Design Sprint methodology, an asset
º Experience in conducting qualitative research and user testing projects
º Knowledge of user research tools (moderated and/or unmoderated), an asset
º Ability to work across disciplines
º Bilingual (spoken and written)

Soft skills
º Ability to be a leader as well a team player, depending on project needs
º Entrepreneurial spirit and resourcefulness, to bring projects to fruition
º Ability to unite people and bring together multidisciplinary teams
º Ability to apply design methodology in everyday life, i.e., ability to listen and show empathy
º Creativity and an interest in market trends, innovation, and new technology

Additional Information
Equity, Diversity & Inclusion