Client Experience Research Analyst

Job Post Start
CA-ON-North York
Job Type
Regular Full-Time
Customer Experience - 1090

Job Description



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.

  • Client Experiences Strategy & Innovation
  • Client Experience Project Management
  • Client Experience Design

Role Purpose:

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.


Role Accountabilities:

  • Collaborate to develop a vision, strategy and roadmaps for the customer experience while identifying ongoing opportunities for improvement.
  • Research, determine root cause and categorize interactions from customers to improve the ongoing experience based on user-centered design principles.
  • Strategic creative problem solver who is innovative, data-driven and improvement oriented.
  • Excellent interpersonal and communication skills with the ability to lead difficult conversations to build alignment.
  • Execute client experience projects from initial research and documentation to development and integration of strategy.
  • Experience running projects in an agile environment.
  • Map, document and maintain the customer journey’s throughout the banks customer experiences.
  • Complete primary and secondary research including interviews, surveys and observations on the customer experience.
  • Analyze findings and provide feedback and reporting in a standardized way on the overall customer experience and provide opportunities for customer experience enhancements.
  • Assist in developing strategies to address gaps in the customer experience.
  • Participate in cross-functional meetings and be a subject matter expert around the customer experience and the overall customer experience strategy.
  • Participate in team meetings and presentations to Executives of the trends that are uncovered, while making actionable suggestions for improvement.
  • Other duties as assigned.


Minimum qualifications:                                                                                                                                                   

  • Education/Experience
    • Bachelor's Degree and 5 years work experience or equivalent combination of education and experience in a customer experience analyst role
    • Experience with a voice of the customer program and analysis
    • General experience with wire framing, in design and adobe suites
    • Experience in agile environment
    • Experience applying Design Thinking principles
  • Professional Certification
    • Certificate in Customer or User experience is an asset
  • Specialized Knowledge
    • Working knowledge of user interface best practices for web, mobile, tablet sites and apps
  • Technical Skills
    • Excellent analytical skills to identify variances between actual and intended experiences
    • Strong analytical skills and attention to the details of user experience
    • An integrative thinker with profound problem solving skills
    • Strong process-orientation and experience mapping processes and workflows
    • Experience with ethnographic research
  • Abilities
    • Ability to clearly communicate and explain strategy breaking down complex ideas
    • Ability to successfully multitask across multiple projects simultaneously
    • Strong continuous improvement skills with the ability to use tools to drive process improvements and operational enhancements
  • Attributes
    • Strong collaborator; you welcome feedback and see team problem-solving as a natural part of the creative process


WORKING CONDITIONS:                                  

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.


Direct reports:



Disability Accommodation:

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.

Managing Risk:

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.


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