We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few   

• In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1

• A hybrid work model that truly balances work and personal life

• Opportunities for learning, training and development, and much more... 

POSITION OVERVIEW

The Senior Analyst, Voice of Client and CX Measurement is an integral part of the Client Experience team within our Marketing division. This role is pivotal in ensuring that the client’s voice is accurately understood, analyzed, and disseminated across the organization. The incumbent’s work is instrumental in fostering our client-centric culture and enhancing the design of our solutions and experiences. 

The Senior Analyst plays a hands-on role in shaping the definition and tactics of our VoC program. This includes designing and implementing necessary surveys and listening posts, managing data processing, developing business insights, and preparing communication materials. 

This role is an excellent opportunity for individuals passionate about client experience and looking to make a significant impact on BDC’s client-centric approach.

CHALLENGES TO BE MET

• In collaboration with the Specialist and Lead, CX Measurement: contribute to establishing the parameters and objectives of BDC’s VoC program to align with the organization’s goals and priorities. 

• Design and manage the implementation of VoC surveys and listening posts on BDC’s VoC platform, including the development and implementation of orchestration processes (in-house business rules). 

• Manage our Client Voice Survey and ensure our survey variables, quotas and weighting schemes are constantly and adequately applied. 

• Build and implement the different CX dashboards within the VoC platform to answer the needs of the teams/key stakeholders across the organization. 

• Perform in-depth statistical analysis of results (using SPPS, Q Software, etc.): ex. run regression and correlation analyses using VoC and operational data. 

• Proactively monitor client feedback for emerging patterns and trends and derive actionable insights that can inform business decisions. 

• Develop in-depth knowledge of drivers of client satisfaction, and actively contribute to the evolution of our system of CX metrics. 

• Prepare communication materials (reports, presentations) to communicate VoC findings to stakeholders across the organization. 

• Program and manage the Closed Loop processes and reporting. 

• Enhance the VoC Program by continually assessing the VoC program for areas of improvement and implement changes as necessary. Stay updated on industry best practices to ensure the program remains competitive and relevant. 

• Troubleshoot the new VoC platform when needed, support teams across BDC. 

• Collaborate with the Research and Market Intelligence team, the Client Analytics team and other key business partners across the organization, bringing together the right tools and resourcing to support the highest priority CX initiatives.  

WHAT WE ARE LOOKING FOR 

• University degree in statistics, social sciences, marketing, administration or other relevant field. Graduate degree an asset. 

• Minimum 7-8 years of experience in research and/or VoC programs/VoC platform management. 

• At least two years of experience in a marketing research firm, in a position where surveys were used as data collection methods and where the person has written research reports and prepared presentations for various audiences. 

• Experience in SME research and/or knowledge of the Canadian business and financial sector is an asset. 

• Excellent analytical skills, rigor, and high attention to detail. 

• Strong ability to simplify and synthesize information from multiple sources and develop compelling data stories.

• Excellent organizational, planning and priority project management skills. 

• Ability to work under pressure and meet tight deadlines. 

• Strong quantitative analysis skills. Proficiency in SPSS, Q Software or other statistical analysis tools is a must (at a minimum, the candidate must be able to lead these analyses). 

• Bilingual English/French  

Proudly one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at [email protected].

While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.