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
158 April 2025