Quebec cooperative financial institution Desjardins is moving from laggard to leader , moving from eighth to second place in customer satisfaction rankings
NATHALIE LARUE
DESJARDINS
Quebec cooperative financial institution Desjardins is moving from laggard to leader , moving from eighth to second place in customer satisfaction rankings
NATHALIE LARUE
TITLE : EXECUTIVE VICE-PRESIDENT OF PERSONAL SERVICES
Nathalie holds an MBA from HEC Montréal and has worked in the Quebec finance sector for more than 30 years . Known for her unifying leadership style and strong results , she has been tapped for key positions at the helm of large multidisciplinary teams . Nathalie has been with Desjardins for more than 20 years and has been a member of the Desjardins Group Management Committee since 2017 , where her achievements include spearheading a major marketing transformation project .
The financial services sector faces mounting pressure to digitise operations while maintaining customer relationships : a challenge that is particularly relevant for co-operative financial institutions , which must balance technological advancement with member-focused principles that have defined their operations for generations .
Desjardins Group , North America ’ s largest financial co-operative with 7.7 million members and clients , is an example of how institutions can navigate this transition .
Through a five-year technology modernisation programme , the Quebecbased organisation has achieved a position 14 percentage points ahead of other Canadian banks in online product sales , while moving from eighth to second place in Net Promoter Score ( NPS ) online experience rankings among Canadian financial institutions .
In Canadian banking , digital channels now process most routine transactions , as customers demand digital access to services beyond banking – including mortgage renewals , investment products and financial advisory services .
Desjardins ’ response to these market changes highlights some of the complexities of digital transformation in financial co-operatives . fintechmagazine . com 17