Senior Customer Experience Analyst

QUESTRADE INC - Toronto, ON (30+ days ago)

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We’re looking for our next Senior Customer Experience Analyst. Could It Be You?

As part of the Marketing team, Questrade’s Senior Customer Experience Analyst will work to improve our customer journey and ensure Questrade is delivering on our mission & brand promise of ‘we care’ at every single touch point. Reporting to the Senior Manager for Customer Experience, the Senior Customer Experience Analyst will work collaboratively with other marketing & technology professionals to design positive customer experiences.

What’s it like working as a Senior Customer Experience Analyst at Questrade?

As the Senior Customer Experience Analyst, you will be involved in creating exceptional customer experience moments using core principles of service design. You will review complex workflows, processes and interactions and simplify them to deliver WOW moments for our customer. Your day to day duties will include working closely with agile teams to identify and navigate constraints in existing systems as well as potential barriers in new systems in order to support the building and scaling of customer centric solutions. You will create journey maps, service patterns and service blueprints for our products and services to effectively institutionalize customer-centric practices within the organization. Using your excellent collaboration skills, you will educate and influence your peers in principles of service design. You will also engage in creative problem solving while taking on the role of client champion and story teller to explain complex analysis to any audience. Last but not least, you will support cross functional teams in seeing what is hidden in plain sight by mapping our end-to-end processes from the perspective of our customer and unearth how they can be reimagined to better serve our customers digitally and beyond.

So are YOU our next Senior Customer Experience Analyst? You are if…

✔ You have a degree/diploma or equivalent experience in Service Design, Strategic Foresight and Innovation, Business Design, Human Factors or related fields.

✔ You have 5+ years’ experience analyzing customer journeys including documenting (customer journey maps), service blueprints and improving internal processes using the principles of service design

✔ You have 2+ years’ experience working with Core Banking, Credit, Fraud, AML, GL, Tax and Payments systems

✔ You have familiarity with banking regulatory requirements, policies and procedures

✔ You have experience in using Customer Journey Mapping tools & templates

✔ You have a sound understanding of information architecture and systems thinking as they apply to the design of a service.

✔ You have previous management experience and are comfortable working in a self-guided manner with the ability to identify improvement opportunities, prioritize tasks and manage your time efficiently

✔ You are a thought starter, initiator and an experienced collaborator with exceptional people skills and relationship building skills to help you become a trusted partner across the company

✔ You have strong analytical, problem solving and organization skills along with a knack for multi-tasking and sticking to tight deadlines

Brownie points if…

✔ You have a Human centered service design certification

✔ You have the CCXP certification

Sounds like you? Click below to apply!

Questrade is committed to providing reasonable accommodation for people with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.