DESJARDINS
The institution developed an employeefirst testing programme involving 17,000 staff members and integrated AI for personalised financial guidance , all while maintaining its co-operative principles throughout the process .
“ Our entire transformation has been orchestrated around our members ’ and clients ’ financial needs , reinforcing their confidence in making informed financial decisions based on their unique circumstances ,” says Nathalie Larue , Executive Vice President of Personal Services at Desjardins Group .
“ For the past two and a half years we ’ ve consistently been in the top three , semester after semester ,” Nathalie says .
“ That ’ s our biggest success – we ’ ve been able to complete this transformation while making it easier for our members to do business with us , and they appreciate how we ’ ve delivered these new experiences – both online and through our in-branch advisors .”
How co-operative structure has shaped Desjardin ’ s digital transformation Quebec ’ s distinct banking market presents unique characteristics . Co-operative banks , operating under different regulatory requirements from traditional banks , must balance member service obligations with technological advancement offering all services in French .
This co-operative structure has shaped every aspect of Desjardin ’ s digital transformation .
“ Being a co-operative means we always want to act in our members ’ and clients ’
“ We give our employees the opportunity to test new improvements and functions 4-8 weeks before our members ”
MATHIEU STANIULIS , VP PRODUCT SOLUTIONS AND DIGITAL PLATFORMS EXECUTIVE VP PERSONAL SERVICES DESJARDINS
best interests , whether in how we give advice or how we provide our digital services ,” says Mathieu Staniulis , Vice President of Product Solutions and Digital Platforms and Chief Transformation Officer .
“ We ’ ve redefined our service delivery model for both advisors and front-line employees alongside the digital experience .”
“ There are a few things we consider central to our mission ,” Nathalie explains . “ First is always doing what ’ s best for our members and clients , focusing our efforts on meeting their needs and expectations .
“ We focus on financial empowerment – the capacity of a member to manage their day-to-day finances with an approach to reach their unique goals .
“ Today , the vast majority of day-today banking is done online because this is what members want – they want to do
18 March 2025