The mandate of the Client Experience department is to envision, design, orchestrate, improve and measure the client experience at Tangerine in order to deliver forward banking to Canadians and deliver on Tangerine’s mandate of being a client centric organization.
Are you a Client Experience designer with a passion for strategic thinking? Are you able to take complex business problems and create simple solutions and strategies to address those problems? Are you customer centric and driven to make things simpler, faster, more innovative and better for the customer? Do you have a need to understand what’s under the hood? Are you daring when it comes to thinking differently to solve real world problems for customers? Do you want to help build the next generation of banking in Canada? In this role we are looking for people with vision and energy to help us in our quest to change the future of banking. The Client Experience Analyst will report directly to the Director of Customer Experience Strategy and Innovation.
The role of a Client Experience Analyst is to analyze, research and trend customer feedback and industry best practices. This role will advocate for improvements in the customer experience through the application of analytics and accepted best practices related to customer experience and user-centered design principles. You will develop, map, document and manage customer journey and process maps for the bank. In this role you will have a deep understanding of the customer facing processes within the bank across all channels. You will understand the macro banking eco-system and environment to ideate and think about strategic opportunities to exceed customer expectations while still meeting the needs of the business from a regulatory and compliance perspective. This role will be responsible to ensure the voice of the customer is heard and that there are clear programs to solicit customer input and feedback. You will engage with various stakeholders around the bank to assess what is working and what is not for both the bank and the customer. You will be actively involved in projects to ensure the projects are developed in a way that enable the Client Experience strategy.
The Client Experience Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.
Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.
All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.
Tangerine is an equal oppportunity employer.