Director, Consumer Insights Transformation
Description
This strategic role involves developing an integrated and holistic understanding of consumers to inform RBC's top priorities and customer experience strategies. The director will lead high-impact customer experience (CX) and research initiatives to deliver intuitive and seamless customer experiences, collaborating with leadership to embed customer-centricity and drive a customer-in mindset across the organization.
What We're Looking For
Lead the evolution of RBC's consumer insights practice by developing strategies for triangulating multiple insight sources at scale.,Enable a deeper understanding of customer needs beyond traditional channel insights, considering all inputs to the customer experience (product, policy, process).,Leverage mixed-method customer research and data analytics to develop and maintain a holistic understanding of RBC customers' needs and contexts.,Act as a strategic storyteller, ensuring consistency and simplicity in CX insights for various audiences.,Support additional research and CX responsibilities, including special projects, operational coordination, and cross-functional initiatives aligned with leadership priorities.
Ideal Candidate
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Minimum Education
Undergraduate Degree (preference for Consumer Research, Behavioral Science, Analytics or related fields)
Hard Skills
Soft Skills
Work Hours
37.5 hours/week
Benefits
Special Commitments
Requires 4 days in office with 1 remote day.
About the Company
Royal Bank of Canada
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. As Canada's largest bank, it provides personal and commercial banking, wealth management, and capital markets services to over 17 million clients worldwide.
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