Client Experience and Digital Channel Transformation Manager

What is the Opportunity?

RBC Bank's vision is to be a digitally enabled bank for Canadians who have cross-border needs. The Chief Client Office within RBC Bank is focused on creating a best-in-class client acquisition and digital experience to drive superior growth and client satisfaction.

As such, we are looking for a Client Experience and Digital Channel Transformation Manager who is passionate about delivering unparalleled cross-border client experiences; who aspires to join an innovative and high-performing team; and who wants to make an impact by leading meaningful work every day. This role is perfect for someone who is intrapreneurial - self-motivated, proactive, and results-oriented - and possesses the ability to both think and act like a strategist. You will use data and analytics to glean insights and recommend channel tactics to support better cross-border client experiences on an ongoing basis. You will also partner closely with the Director of Client Experience and Channel Strategy to formulate short and long-term strategic opportunities and size the impact that will further propel RBC Bank US ahead of the competition.

What will you do?

• Partners with Lead Designer to understand, synthesize, and distil voice of client feedback loops (Client complaints, Client Satisfaction research, and other research mechanisms) to identify new growth and servicing opportunities.

• Proactively seek opportunities to enhance existing cross-border acquisition and servicing experiences with the goal of creating market-differentiation through unparalleled new client acquisition and servicing experiences.

• Develop Client Journey Maps that identify current acquisition and servicing journey, friction points, and future journey experiences.

• Supports Director of Client Experience & Channel Strategy to collaborate with cross-functional stakeholders to identify business opportunities and/or problems that can improve cross-border acquisition and servicing experiences, sizing impact, and assessing the strategic fit for short-term and/or long-term priorities.

• Facilitates CX and Channel Strategy planning workshops to identify use cases opportunities that can improve cross-border client experience and/or digital channel experience.

• Works closely with the Data Insights team and Lead Digital Channel Product Owner to determine reasonable assumptions for future impact.

• Partner with Technology and Supplier Manager teams to obtain internal resource and build cost estimates for cost/benefit analysis.

• Supports the Chief Client Office to develop business cases for growth and servicing initiatives, including market analysis, alternatives analysis, Cost/Benefit Analysis, and strategic risk assessment.

• Collaborates with Lead Digital Product owner to monitor progress against Objectives and Key Results through benefit tracking, helping to showcase the net-benefit of the capabilities delivered to market.

What do you need to succeed?

• 5-7 years' experience in product strategy development, business case development, and/or management consulting.

• University Degree or Higher (BA, MBA, or equivalent) or related work experience

• Experience in Human Centered Design and/or Design Thinking methodologies.

• Strong Analytical, problem-solving, communication, and storytelling skills.

• Proficiency in Excel and/or other data insights/story telling tools (i.e. PowerPoints, Tableau)

• Proven ability to drive results while effectively collaborating with various partners (product, engineering, design, compliance, legal, more)

• Dynamic leadership skills and a demonstrated ability to develop and lead new initiatives with a proven track record to deliver

• Demonstrated analytical skills with experience leveraging data to make informed decisions.

• Strong communication skills with the ability to tell a compelling story to garner buy-in and support

Nice-to-have:

• Established growth mindset and an ability to push, pivot and let go as the environment evolves.

• Financial Modelling

• Certifications in Digital Business Strategy

• Strong business acumen

• Strong technical acumen

What's in it for you?

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.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

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

• Opportunities to do challenging work

• Opportunities to build close relationships with clients

#LI-Post

#LI-Hybrid

#TECHPJ

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above