Transformation Lead Partner

National Bank; Montreal; On-site; CAD 85,000 - 105,000; Full time

Job summary

A major Canadian financial institution in Montreal seeks a Senior Business Analyst to lead the transformation of contact centers using advanced technologies like SaaS and AI. The role requires 7-10 years of relevant experience and strong skills in business analysis and process improvement. The company offers a dynamic work environment with extensive employee benefits including health programs and a generous pension plan.

Benefits

Health and wellness programs

Flexible group insurance

Generous pension plan

Employee Share Ownership Plan

Telemedicine services

Qualifications

• 7-10 years of relevant experience in business analysis.
• Experience with transformation capabilities and AI solutions.
• Familiarity with Agile methodologies (Scrum, Kanban, SAFe).

Responsibilities

• Lead the transformation of contact centers using SaaS solutions.
• Analyze and document business requirements for initiatives.
• Conduct impact analyses on processes with experts.
• Support decision-making within transformation projects.
• Define user and integration test cases for deployment.

Skills

Business analysis

End-to-end process transformation

Change management

Strategic thinking

Communication

Education

University degree related to the field

Tools

JIRA

Confluence

Job description

A career as a Senior Business Analyst in the Customer Experience Center (CEC) Transformation team at National Bank involves acting as a transformation expert. Leveraging your skills in transformation and business analysis, you will contribute to implementing new technologies.

Your responsibilities include:

• Leading the transformation of contact centers, working with SaaS solutions, automation, AI, and other technologies.
• Analyzing, investigating, and documenting business requirements for new and ongoing initiatives.
• Conducting impact analyses on processes in collaboration with experts.
• Supporting product owners, business partners, and IT teams in decision-making within transformation projects.
• Serving as the expert on new technologies and coordinating with stakeholders.
• Applying best practices to define and document business, stakeholder, and solution requirements, maintaining traceability throughout their lifecycle.
• Defining and executing user and integration test cases for deployment.
• Collaborating with multidisciplinary teams and providing various analyses including functional, data, and quality assurance.

Your team : The CEC Transformation team consists of experts working in an agile, proactive, and collaborative environment to innovate and improve contact center processes. Diversity and teamwork are central to our success.

National Bank values continuous development and internal mobility, offering personalized training programs, Data Academy, language courses, Harvard Learning Center, coaching, and mentoring.

Prerequisites :

• University degree related to the field and 7-10 years of relevant experience.
• Skills in business analysis and experience in end-to-end process transformation, change management, and continuous improvement.
• Experience with transformation capabilities and AI solutions.
• Knowledge of test scenarios and user support.
• Familiarity with Agile methodologies (Scrum, Kanban, SAFe) and Atlassian tools (JIRA, Confluence).

Soft skills : Strategic thinking, analytical, synthesis, and communication skills.

Your benefits :

• Health and wellness programs
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Community involvement opportunities
• Telemedicine and virtual sleep clinic services

We offer a dynamic work environment with advanced collaboration tools, fostering a positive employee experience. We encourage feedback and open communication.

We're putting people first :

National Bank is committed to a human-centered, inclusive workplace. We welcome all candidates and provide accommodations during the recruitment process. Join us and live your ambitions!