Senior Manager, Customer Experience Strategy; RBCx

Job Description

RBCx pursues big, bold ideas and leverages RBC’s extensive experience, networks, and capital to help shape what’s next. Our four pillars – Banking, Capital, Platform, and Ventures – combine to support tech businesses of all sizes and stages, making us the go-to backer of Canadian innovation. Our people are our most valuable assets, which is why we invest deeply in making sure RBCx isn’t just a place to work, but a place to belong.

We’re currently looking for ambitious trailblazers and curious minds who want to help grow the next generation of Canadian tech companies. If that’s you, we can’t wait to connect.

The RBCx Customer Experience & Fraud Management team expertly leverages diverse skill sets and customer-focused, innovative agile approaches to deliver industry best outcomes in customer experience, and fraud management.

A part of Operations & Strategic Initiatives, the Customer Experience team supports our Portfolio Companies in their strategic goals, focusing heavily on how to drive strong business results, providing actionable insights, and representing the voice of the customer.

A dual-accountability role, this position would lead the Flex Customer Experience team, while also executing on scalable growth strategies such as horizontal automation capabilities and Advisor and Customer facing A.I. tools to support all portfolio companies based on seasonality and volumes.

As the leader of the Flex Customer Experience team, this role provides coaching, guidance, and oversight to the team, with a specific focus on the customer experience.

Lead the Flex Customer Experience team

• Manage a team of Flex specialists responsible for FPOC customer contact (chat/email/phone) including customer escalations
• Provide managerial oversight of the Flex Customer Experience team, addressing feedback/CSAT surveys, and team-level improvements.
• Provide coaching, guidance, and development opportunities to team members, with a focus on skill development and career growth
• Deliver an exceptional customer experience, with a focus on meeting established SLAs/KPIs
• Establish onboarding process as well as ongoing flex utilization strategic insights.

Execute on horizontal automation and A.I. strategy / development to broadly support all teams

• Enable horizontal strategies specific to innovative technology (Automation, Chatbots, Proactive Strategies, A.I., etc.) that can drive success across all Port Co CE teams
• Work with key stakeholders to drive innovative technologies (customer and agent facing A.I., etc.) through Enterprise risk approvals, enabling the CE team to be at the forefront of technology use (industry-best).

Produce insights and reporting to effectively tell the story of the Customer Experience team (produce ongoing reporting and presentations, deliver actionable insights, etc.)

• Work alongside the Data & Analytics team to establish clear reporting/insights with clarity & transparency, and availability to key stakeholders
• Develop regular reporting to share CE&FM team results, track against milestones, and produce actionable insight reporting.

Must-have

• 1-2 years of experience minimum in customer-facing roles
• 1-2 years of experience in people leadership roles
• 2-3 years of experience working with automation technology (i.e., Intercom) and A.I. use-cases
• Experience working within Customer Experience businesses (i.e. Advice Centre)
• Experience with automation strategies for customer-facing roles
• People leadership experience (leading and managing teams)
• RBCx Portfolio Company structure and operation

• Experience with Intercom as a CRM tool
• Bilingual (English / French)

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

· Ability to make a difference and lasting impact

· Work in a dynamic, collaborative, progressive, and high-performing team

· Opportunities to do challenging work