Customer Experience Process Analyst

Permanent position – 100% remote work available – French Mandatory

We represent a growing Quebec-based company in the financial services industry, currently engaged in the modernization of its contact center and CRM systems (Microsoft Dynamics 365, Teams Voice) to deliver a seamless, high-performing, and omnichannel customer experience.

To support this transformation, the organization is looking to add a Contact Center Solutions Specialist (or Customer Experience Analyst) with hands-on experience in call center operations and a passion for continuous improvement, customer service processes, and innovative technologies.

Key Responsibilities

• Analyze customer service and contact center workflows, from initial call reception to full case resolution.

• Map and enhance customer and agent journeys, identifying friction points and opportunities for optimization.

• Translate business requirements into functional CRM (Dynamics 365) solutions and actionable recommendations for IT teams.

• Design or sketch mockups, wireframes, and screen flows illustrating the desired user experience.

• Collaborate closely with IT teams, solution architects, and business analysts to ensure the functional consistency of CRM and contact center solutions.

• Conduct user acceptance testing (UAT) and validate that the implemented experience aligns with business objectives.

• Act as a change ambassador, supporting training and the adoption of new customer service practices within the contact center.

Profile

• Minimum one year of experience in a call center or in a customer experience or process improvement role.

• Strong understanding of customer and agent journeys within CRM and omnichannel environments.

• Ability to document business needs and collaborate effectively with technical and IT teams.

• Comfort with designing or imagining user interfaces (simple mockups or wireframes).

• Genuine interest in CRM and contact center technologies such as Dynamics 365, Genesys, Avaya, Salesforce, Talkdesk, or similar platforms.

• Analytical mindset, curiosity for technology, customer-oriented approach, and excellent communication skills.

• Fluent in French (spoken and written); functional English considered an asset.

Compensation and Benefits

• Permanent, full-time position (35 hours per week)

• 100% remote work available, or access to offices in Montreal, South Shore, North Shore, or Quebec City

• Competitive salary, based on experience and profile

• Annual performance bonus

• Comprehensive group insurance, including telemedicine, wellness account, and employer-matched RRSP

• Vacation based on experience, personal days, and paid birthday leave

• Training reimbursement and professional development program

Why Join This Team

• A human-sized IT team known for its collaboration, versatility, and people-first approach.

• A role at the heart of contact center modernization, with direct impact on the customer experience.

• A modern, open, and pragmatic leadership team that values autonomy, curiosity, and innovation.