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Senior Advisor Customer Experience - Job Opportunity at Laurentian Bank

Montreal, Canada
Full-time
Senior
Posted: March 15, 2025
Hybrid
CAD 90,000 - 120,000 annually based on Montreal market rates for senior CX roles in banking

Benefits

Comprehensive Health Insurance Package with Employee & Family Assistance Program
Performance-Based Annual Bonus Structure
Hybrid Work Model
Employer-Matched Stock Purchase Plan
Extended Paid Time Off including Birthday Leave
Competitive Defined Contribution Pension Plan
Employee Banking Benefits with Preferred Rates
Wellness Programs and Health Professional Access

Key Responsibilities

Lead Voice of Customer program implementation and evolution
Conduct strategic customer data analysis for executive decision-making
Drive cross-functional CX improvement initiatives
Develop and execute customer experience enhancement strategies
Manage Qualtrics platform operations and insights generation
Create and optimize customer journey maps
Provide CX consulting to product and service teams
Monitor and report on CX metrics and trends

Requirements

Education

Bachelor's or Master's degree in marketing, marketing research, administration or other relevant field

Experience

4-6 years of relevant experience

Required Skills

Fluency in French and English Strong data analysis capabilities Presentation and communication skills Information synthesis ability Project management expertise Leadership qualities Collaborative work style Organizational skills
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Sauge AI Market Intelligence

Industry Trends

Financial institutions are increasingly prioritizing digital transformation and customer experience integration, making this role crucial for competitive advantage The convergence of data analytics and customer experience is reshaping banking strategy, particularly in regional banks seeking to compete with larger institutions Growing emphasis on personalization and omnichannel experience in banking requires sophisticated Voice of Customer programs

Role Significance

Likely part of a specialized 5-8 person CX team within larger transformation division
Strategic position with direct influence on company-wide customer experience initiatives and transformation efforts

Key Projects

Voice of Customer program development and scaling Customer journey mapping and optimization initiatives Cross-functional CX strategy implementation Digital transformation customer experience alignment

Success Factors

Strong ability to influence without direct authority across organizational boundaries Excellence in synthesizing complex customer data into actionable insights Proven track record of implementing CX improvements in regulated environments Ability to balance strategic thinking with practical execution

Market Demand

High demand role due to increasing focus on customer experience in financial services and limited pool of bilingual CX professionals in Canadian banking sector

Important Skills

Critical Skills

Bilingual communication capabilities essential for Quebec market Change management expertise for organizational transformation Advanced data analytics for customer insight generation Strategic thinking with practical execution ability

Beneficial Skills

Knowledge of banking regulations and compliance Experience with digital banking platforms Understanding of agile methodologies UX/UI design principles awareness

Unique Aspects

Opportunity to shape CX strategy during major organizational transformation
Bilingual role requirement provides unique market position
Combination of traditional banking stability with startup-like transformation challenges

Career Growth

2-4 years in role before advancement, depending on project success and organizational growth

Potential Next Roles

Director of Customer Experience Head of Digital Banking Customer Strategy Executive VP of Customer Operations

Company Overview

Laurentian Bank

Laurentian Bank is undergoing significant transformation, positioning itself as a modern alternative to traditional Canadian banking giants

Mid-sized bank with strong regional presence in Quebec, expanding national footprint
Strategic importance in Quebec market with growing presence across Canada and US operations
Traditional banking culture in transition to more agile, customer-centric organization with focus on innovation and transformation
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