Client Strategy, Specialist

Interac Corp.; Old Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Client Strategy Specialist, where you'll enhance customer experience and satisfaction. In this dynamic role, you'll analyze client feedback, optimize processes, and support the implementation of customer experience tools. Your contributions will drive meaningful business decisions and improve the client satisfaction score. This innovative firm values excellence and teamwork, offering a collaborative environment where your insights will shape the future of the digital economy in Canada. If you're passionate about client services and eager to make an impact, this opportunity is perfect for you.

Benefits

Connection with talented colleagues

Performance-driven compensation

Comprehensive benefits package

Investment in education and development

Qualifications

• 3+ years in client services or customer experience.
• Strong analytical and communication skills required.
• Familiarity with customer feedback programs preferred.

Responsibilities

• Support CRM and client strategy with reporting and analysis.
• Develop change management activities for initiatives.
• Manage vendor relationships and support RFP processes.

Skills

Client Services

Customer Experience

Analytical Skills

Communication Skills

CRM Tools

Vendor Management

Change Management

Payments Industry Knowledge

Education

Bachelor's Degree

Tools

Qualtrics

Medallia

Job description

Client Strategy, Specialist

Apply locations: Toronto
Time type: Full time
Posted on: Posted 5 Days Ago
Job requisition id: REQ-1463

Client Strategy, Specialist

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we play a key role in shaping the future of the digital economy in Canada.

As a Client Strategy, Specialist, you will support the Client Strategy Team under the Chief Client Office by contributing to and growing Interac’s Customer Experience. Your focus will be on gathering and analyzing client feedback, maintaining and optimizing customer experience processes, and assisting with the adoption of customer experience tools. You’ll help ensure customer insights drive meaningful business decisions and support initiatives to enhance client satisfaction and improve Interac’s client satisfaction score (CSAT).

You'll be responsible for:

• Supporting the CRM and Client Strategy Lead and the Sales Enablement Lead with pipeline, revenue, and adoption reporting within our CRM tool.
• Helping develop change management activities for key initiatives, including building communications, training, and support materials for sales enablement tools and platforms.
• Supporting the implementation and success of programs via roadmaps, workback planning, budget tracking, and forecasting.
• Helping develop best-in-class sales enablement playbook through industry best practices and internal retrospectives.
• Supporting the day-to-day management of Interac’s CRM tool including onboarding and optimization of cross-functional teams, database management, and ad hoc change requests.
• Capturing and documenting key learnings, feedback, and insights from the sales enablement tool roll-out to enhance future change management efforts.
• Supporting vendor management activities by managing relationships with vendors, ensuring effective communication and collaboration, supporting RFP processes, and conducting assessments.

You bring:

• 3+ years of experience in client services, customer experience, or a related field.
• Familiarity with customer feedback programs and satisfaction metrics (e.g., CSAT, NPS).
• Basic knowledge of customer experience platforms (e.g., Qualtrics, Medallia) and enthusiasm for learning new tools.
• Strong analytical skills with attention to detail and the ability to organize data into actionable insights.
• Excellent communication and collaboration skills, with an ability to work with cross-functional teams.
• Experience in the payments or financial services industry is an asset but not required.
• Eligibility to work for Interac Corp. in Canada in a full-time capacity.

Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Canadian criminal record check;
• Public safety verification;
• Canadian ID cross-check;
• 5-year employment verification;
• Education verification; and
• If applicable, Credit Inquiry and Social Media Check.

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

• Connection: You’re surrounded by talented people every day who are driven by their passion for a common goal.
• Core Values: They define us. Living them helps us be the best at what we do.
• Compensation & Benefits: Pay is driven by individual and corporate performance, and we provide a multitude of benefits and perks.
• Education: To ensure you are the best at what you do, we invest in you.

About Us

Interac empowers Canadians to transact digitally with confidence by providing payment and value exchange services. In helping to develop the future of money and data in Canada, security is the core of everything we do. We help keep Canadian customers safe and secure when transacting. With nearly 300 financial institutions connected to our network, Canadians choose Interac products over 20 million times a day on average to exchange money. Interac champions workplace culture, community, and corporate citizenship. We are proud to be one of Canada’s leading and most trusted financial brands.

For more information, visit In The Know.