Senior Customer Experience Analyst

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 touchpoint. Reporting to the 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, design thinking, and strategic foresight. You will review complex workflows, processes, and interactions and simplify them to meet customer expectations and deliver WOW moments across their lifecycle journey. You would support in the design and development of new journey experiences for our coming financial products and services, working alongside Product and UX teams.

Your day to day duties will include working closely with business teams to identify customer pain points as well as potential barriers in existing or new systems 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 storyteller to explain complex analysis to any audience. You will develop your solutions as recommendations and business case them for executive approval for implementation. 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 and/or lending, 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 can conduct secondary research/horizon scanning, generate research & insights report on emerging customer trends, behaviors, shifts, and changing expectations to inform CX design principles.

✔ 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 experience in facilitating co-design sprints, workshops, kickoff meetings, or brainstorming sessions to gain clarity on a problem to solve, alignment on the solution strategy, or produce experience concepts

✔ You can also show a story through experiential prototypes not just tell a story through presentation slides.

✔ You are familiar with and understand CX measurement and metrics.

✔ 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

When applying, along with your resume and cover letter attach…(optional but recommended)

✔ Your portfolio that describes your experience in creative problem solving and applying principles of service design, design thinking or systems thinking.

✔ If you don’t have a portfolio, tell us about a project that you lead or were part of (max. 3 slides)

• What was the project or opportunity?
• What were the desired business and customer goals?
• What role did you play?
• Briefly explain how was done the project done? What methods and techniques were used and why?
• What were the outcome and learnings if any?