Senior Manager, Customer Experience Strategy
RBCx
Job Overview
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Job Description
About RBCx
RBCx pursues big, bold ideas, leveraging 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 Opportunity: Senior Manager, Customer Experience Strategy
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.
As 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.
This dual-accountability role leads 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 position provides coaching, guidance, and oversight to the team, with a specific focus on the customer experience.
What You Will Do
- 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, address feedback/CSAT surveys, and drive team-level improvements. Offer coaching, guidance, and development opportunities focused on skill development and career growth. Deliver an exceptional customer experience, meeting established SLAs/KPIs. Establish onboarding processes and ongoing flex utilization strategic insights.
- Execute on Horizontal Automation and A.I. Strategy/Development: Enable horizontal strategies specific to innovative technology (Automation, Chatbots, Proactive Strategies, A.I., etc.) that can drive success across all Portfolio Company CE teams. Work with key stakeholders to drive innovative technologies (customer and agent-facing A.I., etc.) through Enterprise risk approvals, positioning the CE team at the forefront of technology use.
- Produce Insights and Reporting: 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.
What You Need to Succeed
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)
- Understanding of RBCx Portfolio Company structure and operation
Nice-to-have:
- Experience with Intercom as a CRM tool
- Bilingual (English / French)
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.
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Opportunities to do challenging work
Key skills/competency
- Customer Experience Management
- Team Leadership
- Automation Strategy
- AI Tools Implementation
- Fraud Management
- Data Analysis & Reporting
- Stakeholder Collaboration
- Performance Coaching
- Customer Service Excellence
- Strategic Planning
How to Get Hired at RBCx
- Research RBCx's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Customize your resume to highlight customer experience leadership, automation, and AI skills using keywords from the Senior Manager, Customer Experience Strategy description.
- Showcase leadership & innovation: Provide specific examples of leading teams, driving customer satisfaction, and implementing new technologies in past roles.
- Prepare for behavioral questions: Be ready to discuss how you've handled challenging customer situations or mentored team members effectively.
- Understand RBCx's portfolio: Demonstrate knowledge of RBCx's business model and how the Customer Experience Strategy role contributes to their portfolio companies' success.
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