SENIOR ADVISOR, CLIENT EXPERIENCE - EXPERIENCE DESIGN

We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few
• In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1
• A hybrid work model that truly balances work and personal life
• Opportunities for learning, training and development, and much more...

POSITION OVERVIEW

About the CX Team: We are a forward-thinking team dedicated to transforming our clients' financial and non-financial journeys through remarkable experiences and value-added services. The Client Experience team is looking for an Experience Design Senior Advisor to lead the development and improvement to work on various client journeys.

Job Summary: The Experience Design Senior Advisor is crucial in designing and documenting client journeys, analyzing client feedback, identifying pain points, and highlighting strategic opportunities to enhance the overall client experience. This role requires a blend of analytical skills, creative thinking, communication and stakeholder management.

CHALLENGES TO BE MET

• Exhibit a relentless curiosity to deeply understand how entrepreneurs interact with BDC, identifying what works well, what challenges they face, what is missing, and how these interactions impact their overall satisfaction.
• Analyze a wide range of voice of client feedback, persona data, and operational metrics to extract key insights and relative of various client journeys.
• Lead and facilitate work sessions with multi-disciplinary teams to reach a common vision on target state end-to-end client journeys: targeted outcomes, key moments, integrated digital and traditional interactions, pain points, improvement opportunities.
• Meticulously document client journeys using established team standards and tools, ensuring to connect these journeys with the essential backstage activities critical to the overall service design.
• Demonstrate the ability to prepare and deliver compelling communications material to key stakeholders and drive actionable outcomes.
• Exhibit courage to challenge the status quo, manage objections, rally stakeholders, and experiment with innovative approaches.
• Collaborate with UX designers, Product Owners, and other stakeholders to define am improvement roadmap for key journeys. Continuously work with teams and initiatives to ensure implemented address the targeted CX opportunities.
• Stay abreast of evolving trends in client needs and expectations, as well as leading practices in CX.
• As a member of the larger CX team, contribute to fostering a client centricity culture within BDC.

WHAT WE ARE LOOKING FOR

• Bachelor's degree in Marketing, Business, or related field.
• 5 years of hands-on experience in defining client journeys, or a related work - ie. mapping of business processes - including applied experience in:
  
  • analyzing client research, survey and operational data related to a client journey
  • using of journeys/business process mapping tools: Miro, Theydo, Smaply, Cementica, Visio, etc.
  • facilitating work sessions, virtually and in person, with multidisciplinary groups of 2 to 12 participants
  • Communicating the outcomes of the journey design work
• Experience in navigating complex and high political environments, in which many forces within the program don't always seem to be aligned.
• Organized and can work on multiple priorities in parallel with tight deadlines.
• Remembered by your colleagues and clients for your strong work ethic, your positive energy and dynamic personality.
• Bilingual (English and French)

Proudly one of Canada's Top 100 Employers and one of Canada's Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at [redacted].

While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.