Senior Advisor - Client Experience

February 19, 2019

(Work place: Lévis, Montréal)

Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.

Job Level

NV-10As Senior Advisor, Client Experience , you will support the deployment of the Net Promoter Score (NPS) system within the Wealth Management and Life and Health Insurance Executive Division business sectors. You will act as an expert coach in implementing feedback loops with front-line managers at client care centres and with managers responsible for the digital experience. You will serve as a specialized advisor to the sectors to help improve their performance and service offer. As such, you will help implement the new NPS metrics deployment plan across the organization in order to tune into what members and clients are saying.

More specificly, you will support the deployment of the Net Promoter Score (NPS) system within the Wealth Management and Life and Health Insurance Executive Division business sectors. You will act as an expert coach in implementing feedback loops with front-line managers at client care centres and with managers responsible for the digital experience.  You will serve as a specialized advisor to the sectors to help improve their performance and service offer. As such, you will help implement the new NPS metrics deployment plan across the organization in order to tune into what members and clients are saying.

Other working conditions

  • Travel : Yes, 5 % of the Time
  • Montreal or Levis, depending on the candidate’s preference(if the candidate is based in Lévis)
  • Number of job available:  1

Qualifications

  • Bachelor’s degree in a relevant field
  • Six years of relevant experience
  • Experience in the field of customer experience

Please note that other combinations of qualifications and relevant experience may be considered

  • For vacant positions available in Quebec, please note that knowledge of French is required  

Specifics knowledges

  • Knowledge of the insurance sector (an asset)
  • Independent speaker, intermediate knowledge of English

Desjardins Cross-sector skills

Accountability, Collaborates, Customer Focus, Innovation

Key competencies for the job

Communicates effectively, Interpersonal Savvy, Strategic mindset, Trust

Work Location

Complexe Desjardins Montréal

Trade Union

Non Syndiqué

Unposting Date

2019-02-28

Job Family

Marketing (FG)

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