MATHIEU STANIULIS
DESJARDINS
it easily and instantly . But they can also schedule meetings , call an advisor , or get support directly through their mobile device while doing transactions .”
MATHIEU STANIULIS
TITLE : VICE-PRESIDENT PRODUCTS , SOLUTIONS AND DIGITAL PLATFORMS AND PERSONAL SERVICES CHIEF TRANSFORMATION OFFICER
Holding an MBA , Mathieu Staniulis has held various executive management positions within the Desjardins Group in the fields of contact centers , web , strategy and products . He is now responsible for products , platforms and channels experience and acts as the Chief transformation officer for the transformation of Desjardins ’ s Personal services .
In 2016 , he won the prestigious international “ PMI Award for Project Excellence ” for the redesign of online services . In 2010 , he founded the Desjardins Junior Executives network to develop the leadership of the company ’ s 500 managers aged 35 and under .
Redesigning the customer journey Canadian banking customers have fundamentally changed their interaction patterns with financial institutions over the past five years . Where branch visits once dominated service delivery , digital channels now process the vast majority of routine transactions .
Customer expectations , meanwhile , extend beyond just banking capabilities to demand seamless integration between digital services and personal advice .
Mobile applications must now support complex financial decisions while maintaining access to expert guidance when needed .
These changing expectations have pushed Desjardins to reimagine service delivery across all channels . Research conducted by the co-operative in 2021 revealed member demand for 50 % of product acquisition to occur through digital channels .
At that time , digital sales represented 25 % of transactions , including account opening , credit cards , savings products and mortgage renewals . The institution has since increased this figure by 15 percentage points , driven by systematic improvements in online service delivery .
“ We quickly realised that redesigning a journey isn ’ t only about the digital experience – we also need modern systems ,” says Mathieu .
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