Senior Advisor, Member and client experience

As a member/client experience senior advisor, you help improve the member/client experience and ensure NPS viability within the organization. You lead different stakeholders in projects and through strategic initiatives related to NPS implementation and viability within the organization. You also lead different stakeholders in projects and through strategic initiatives related to redesigning the journeys created for each client segment and within the different channels available. In addition, you lead different stakeholders in development projects and complex, innovative strategic initiatives related to the member/client experience. You use your analytical skills and comprehensive, detailed knowledge of the organization to help solve highly complex problems. Your initiatives require extensive, in-depth knowledge of your line of work. You make recommendations on the development and execution of initiatives and projects with a high degree of operational and conceptual complexity that have an impact on the business sector's member/client experience and NPS. You interact with a large number of stakeholders working in other fields to understand and communicate the issues and to influence decision-making with respect to the member/client experience. More specifically, you will be required to:

• Help the sectors implement the NPS and make recommendations to support decision-making.
• Monitor NPS viability in the business sectors you are responsible for.
• Identify the sector's tool and upgrading needs.
• Lead the design or redesign of customer journeys.
• Ensure that member/client feedback is gathered and managed, and that the data is incorporated into the customer journey maps.
• Identify issues and solutions related to the member/client experience.
• Lead efforts to improve the member/client experience.

What we offer*

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

* Benefits apply based on eligibility criteria.

What you bring to the table

• Bachelor's degree in a related field
• A minimum of six years of relevant experience
• Please note that other combinations of qualifications and relevant experience may be considered
• Knowledge of French is required
• Advanced proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients

Action oriented, Customer Focus, Differences, Interpersonal Savvy, Nimble learning, Strategic mindset

Equity, Diversity, Inclusion and Accessibility

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Trade Union (If applicable)

Job Family

Marketing (FG)

Unposting Date

2026-10-20