Case Study – CKI Manager

Flex was engaged by one of the largest Canadian banks to help them with a specialized search for two Customer Knowledge and Insights managers, to work collaboratively with Lines of Business and Technology teams to support the definition and execution of key platform-focused, client-centric business strategies and tactics including: Client Acquisition & Onboarding; Activation & Cross Sell; Reactivation & Retention Strategies. These roles were highly strategic in nature and required thought leadership combined with strong quantitative analysis skills and the ability to translate business requirements into actionable insights deliverables.

As this was a new/developing area, one of the things that our client took an unorthodox approach, specifically looking for candidates from outside the industry, yet who nevertheless brought a strong background and capability to provide a fresh perspective on how to tackle client needs and therefore provide a value-add, client focussed perspective. In addition, it was important to ensure that candidates had a strong character that enabled them to establish immediate credibility with their clients and challenge the status quo.

Flex was engaged in order to provide an objective approach to the search which was lacking through the internal resources, and we were able to successfully attract candidates from a variety of industries who brought a combination of deep subject matter expertise and strong interpersonal skills. The successful candidates came from unrelated industries and had an immediate and lasting impact, providing unique strategic insight which contributed to tangible and measurable improvements to customer engagement for the bank.