Full-Time

On-Site

Senior Manager, Customer Experience Strategy (RBCx)

RRoyal Bank of Canada 200 Bay Street, Toronto, Ontario0

Description

RBCx is seeking a Senior Manager for its Customer Experience & Fraud Management team. This role focuses on leading the Flex Customer Experience team, managing specialists handling customer contact and escalations, and driving strategic initiatives like horizontal automation and AI tools for various portfolio companies. The successful candidate will also be responsible for producing insights and reporting on customer experience team performance.

What We're Looking For

Lead the Flex Customer Experience team, providing coaching, guidance, and development opportunities.

Manage a team of Flex specialists responsible for first point of contact (FPOC) customer contact (chat/email/phone) and customer escalations.

Deliver 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 to support all teams.

Work with stakeholders to drive innovative technologies through Enterprise risk approvals.

Produce insights and reporting to effectively communicate the Customer Experience team's story, working alongside the Data & Analytics team.

Ideal Candidate

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

Hard Skills

Coaching Others

Customer Interactions

Customer Retentions

Customer Service

Customer Service Management

Group Problem Solving

Performance Management (PM)

Problem Management

Product Services

Team Management

Automation Technology

A.I. use-cases

Intercom (CRM tool)

Soft Skills

Leadership

Coaching

Guidance

Development

Collaboration

Problem Solving

Communication

Strategic Thinking

Customer-focused

Innovative

Agile

Work Hours

37.5 hours/week

Benefits

Ability to make a difference and lasting impact

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

Opportunities to do challenging work

Growth opportunities

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.

Purpose-driven

Inclusive

Innovative

Collaborative

Professional

View all jobs at Royal Bank of Canada

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