Analyst Customer Experience

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.

Interested in helping to build a client experience culture? Do you take delight in data, analyzing it, and in sharing your know-how? Looking to play a role that allows you to think outside of the box, within a dynamic environment where the tasks are highly varied and where you can make a vital contribution to fulfilling the organization’s mission? The Customer Experience team is in search of an individual passionate about client experience to join its ranks. The incumbent will be participating directly in the evolution of client culture through their active involvement in a variety of important projects and initiatives. More specifically, the individual will take part in the development of the Voice of the Customer program and support the team in the realization of different projects aimed at improving the client experience.

#LI-Hybrid

#LI-MB1

Responsabilities

• Serve as a client experience ambassador throughout the organization
• Analyze diverse forms of data with reference to the Voice of the Customer program
• Participate in the preparation of questionnaires and/or interview guides
• Contribute to the implementation of surveys and other client experience initiatives
• Address observations and contribute to identifying solutions and developing effective client experience practices
• Participate in the preparation of reports
• Assure the proper operation of the Qualtrics platform

Qualifications

• 2nd cycle university education in marketing research (Master) and 2-3 years of pertinent experience in the field
• Oral and written bilingualism (English and French)*
• Familiarity with the Qualtrics platform (asset)
• Experience in the manipulation of quantitative and qualitative data
• Experience in the analysis and popularization of data
• Experience in the preparation of questionnaires
• Able to adopt a rigorous and meticulous approach
• Capable of working alone and in collaboration with different groups
• Sense of curiosity and inquisitiveness
• Ability to communicate ideas
• Ability to function autonomously

*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. 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.
• 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.