Client Experience Analyst, Measurement- Tangerine

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City : Toronto

Category : Banking

Industry : Banking

Employer : Scotiabank

 

Requisition ID: 51617

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

 

 

DEPARTMENT SUMMARY:

 

The mandate of the Client Experience department is to  envision, design, orchestrate, improve and measure the customer experience at Tangerine in order to deliver forward banking to Canadians and deliver on Tangerine’s mandate of being a client centric organization.

  • Client Experience Strategy
  • Service Design
  • Client Experience Innovation
  • Client Experience Design
  • Market Research

 

ROLE PURPOSE:

 

Do you want to build things that make people smile? Are you driven to make things simpler, faster and more innovative? 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? Are you able to take complex business problems and create simple solutions and strategies to address those problems? 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 role of the Client Experience Measurement Analyst is to analyze, research and understand trends in customer feedback. The Measurement Analyst will get under the hood of customer feedback and behavioural data to utilize the information to advocate for improvements in the customer experience. In this role, you will have a deep understanding of customer feedback and their experience with the bank across all channels. You will understand the macro banking eco-system and environment to measure and identify 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 they are developed in a way that enable the customer experience strategy.

 

ROLE ACCOUNTABILITIES:

 

Manage the Real-time Feedback (RTF) tool and manage the Net Promoter System (NPS) to support the Voice of the Customer Program, Tangerine Crush, by:

    • Working with Director of Customer Experience Strategy and Voice of the Customer to carry out implementations and program enhancements
    • Participate in the implementation design, setup, and review processes
    • Contribute survey content and other feedback mechanism development.
    • Provide support to the Voice of the Customer Program by leveraging in-depth tool and system capabilities
    • Work with internal and external teams in resolving technical/system related inquiries
    • Utilize tool and software knowledge to configure surveys and reports
    • Investigate and identify reasons for trend variances in the RTF NPS results.

 

  • Assist in the development of strategies designed to improve customer experience by:
    • Working to understand customer experience needs and develop the appropriate set of analyses and data insights to understand and address them.
    • Explaining basic and more advanced analytic techniques to internal colleagues in a clear, persuasive way to drive decision making.
    • Partnering with Client Experience Research Strategists to develop a data-driven story examining the customer experience and how to improve.
    • Exploring new and third-party sources of data and develop analytic methodologies to enhance and empower business decisions.
    • Produce deliverables such as PowerPoint presentations and reports.
    • Identify improvements to our feedback products and processes
    • Aggregating customer data (qualitative & quantitative) inputs from industry NPS, market research, competitive bench-marking, customer behavior (Google Analytics, Clicktale, Medallia, internal data etc.) to formulate key customer insights, and problem statements.
    • Conducting analytic deep dives by collaborating with cross functional analytics teams to gain insight into top customer experience aggravators.
    • Providing teams with key customer insights to drive impactful customer solutions. 
    • Tracking, measure and report the impact of changes made to the customer experience.

 

MINIMUM QUALIFICATIONS:                                                                                        

 

  • Education/Experience
    • Bachelor's Degree and 5 years’ work experience or equivalent combination of education and experience in an analyst role
    • Experience with a voice of the customer program and analysis

 

  • Specialized Knowledge
    • Working knowledge of user interface best practices for web, mobile, tablet sites and apps
    • Experience with Medallia, Google Analytics, Clicktale or other web and mobile reporting platforms

 

  • Technical Skills
    • Excellent analytical skills to identify variances between actual and intended experiences
    • Strong analytical and integrative thinking skills

 

  • Attributes
    • 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
    • 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:

 

No.

 

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 opportunity employer.

Location(s):  Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.

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