Client Experience Coach (North Shore)

Seeing beyond numbers™

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive.

Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States.

We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank. Under the supervision of the Senior Manager, Customer Experience, the Customer Experience Coach acts as a key player for the Customer Experience Ambassadors in the market, enabling them to provide quality and efficient customer service.

As a customer experience leader, the succesful incumbent is responsible for continuously coaching, supporting, and training Customer Experience Ambassadors in their ability to assist customers, resolve issues, and thereby improve branch customer satisfaction and transactional documentation quality.

The incumbent acts as a leader for the Customer Experience Ambassadors in their market, while ensuring the implementation and deployment of innovative strategies related to customer experience to support the Bank's objectives and business plan.

As an expert, the Customer Experience Coach also supports the ambassador team in terms of best practices, escalations, and organizational methods.

Responsibilities :

• Evaluate, identify, and bridge performance and / or specific skill gaps with ambassadors by intervening directly in the workplace, conducting training, coaching, and mentoring activities.
• Make recommendations for the development of specific skills that support the customer experience model to improve the performance of ambassadors and branches.
• Handle training and integration of new ambassadors in their sector.
• Observe ambassadors and other branch stakeholders in action to ensure that the level of customer care exceeds industry standards and aligns with customer experience targets.
• Act as an expert / mentor to ambassadors, participate in training design, and deliver training related to customer experience and operational excellence.
• Following observations, report on the performance of ambassadors in their region objectively and in line with predefined objectives.
• Act as a liaison between ambassadors in their sector, Operations, and various Bank stakeholders.
• Serve as a second point of contact for operational problem-solving for customers.
• Diagnose problematic situations and intervene in resolving complex issues by proposing corrective actions and recommendations.
• Identify findings, propose solutions, and evolve customer experience practices in specific channels in line with customer needs.
• Address and document customer dissatisfaction raised in the Voice of the Customer surveys.
• Contribute to the development, review, and optimization of key performance indicators (KPIs) to increase operational efficiency and performance.
• Handle cases of Senior Champion and associated documentation.
• Perform other tasks of a similar nature or general order as requested by their superior or required as part of their duties.

Qualifications :

University education in a relevant field and at least 7 to 9 years of relevant customer experience.

Technical Skills :

• In-depth knowledge of operational systems and procedures (including successions).
• Practical knowledge of the Microsoft Office suite, including Excel, Word, Teams, and PowerPoint.

Customer Experience :

• Passion for customers and demonstrated leadership in handling and delivering initiatives.
• Ability to identify, find solutions, and resolve problems.
• Significant achievements related to customer experience (including Customer Journey and Voice of the Customer).
• Experience with customer experience survey tools, process improvement, and strategy development.

Leadership :

• Strong interpersonal skills and the ability to mobilize a team to mentor, develop, and guide team members.
• Ability to build training programs and successfully integrate employees.
• Collaboration with several business lines, including CTB, branches, SMEs, and other Bank departments.
• Strong, dynamic, proactive leadership, results-oriented.
• Ability to manage numerous competing demands and prioritize them.
• Excellent organizational skills and the ability to remain calm under pressure.
• Demonstrate innovation in ways of doing things.
• Management experience, an asset.
• Must be mobile and available to travel within the assigned sector.

Communication :

• Required Qualification - Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages
• Presenting information concisely and effectively.
• Ability to prepare and deliver effective presentations, as well as structure and produce deliverables logically, convincingly, and creatively.

What Laurentian Bank has to offer you

The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees.

Here are some of the key points of our offering :

• The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.
• Total compensation : Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.
• Work model : We prioritize a hybrid work model based on business needs.
• Stock purchase plan : Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.
• Time off : In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees.

Plus, as an extra perk, you also get a paid day off to celebrate your birthday.

• Health and wellness : Take care of your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
• Group insurance and pension : We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.
• Financial benefits : As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee-only offers on a wide range of products.

Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas and many more.

We are committed to creating a fulfilling professional environment where your skills are valued, and your well-being is a priority.

Join us for a rewarding career at Laurentian Bank.

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive.

To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

PIPEDA

We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

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