Job Description

What is the opportunity?

You will join the Channel Performance, Initiatives and Analytics team, and play a key role in the monthly and quarterly Advice Centre performance reports that inform senior management decisions and drive business outcomes. You will be responsible for leading the development and implementation of client experience reporting, providing actionable insights and data-driven recommendations to enhance client satisfaction and ultimately drive business growth. You will serve as the central point of translating complex data into clear, actionable insights that drive strategic decision making and measurable improvement in client satisfaction. You will collaborate with stakeholders to source and analyze data using tools like Tableau, delivering actionable insights and early warnings. You will also support national initiatives and strategic projects, leveraging advanced analytics to inform the long-term channel strategy, improve client experience, and strengthen advisor capabilities.

What will you do?

• Design, implement, and maintain a comprehensive client experience reporting framework that captures key metrics, including net promoter score.
• Collaborate with cross-functional teams to develop targeted strategies and initiatives that address client experience gaps and opportunities.
• Lead the development and implementation of client experience strategies, collaborating with external benchmark partners to identify best practices and areas for improvement, and driving initiatives to enhance client satisfaction
• Conduct in-depth analysis of client experience data to identify trends, patterns, and areas for improvement.
• Develop and maintain dashboards, reports, and visualizations to communicate insights and findings to senior management.
• Ensure data quality, integrity, and accuracy, and establish processes for data validation and verification.
• Present findings and recommendations to senior leadership and other stakeholders, and work with them to prioritize and implement changes.
• Monitor industry trends, research, and best practices in client experience management and analytics.
• Work closely with stakeholders across the organization to ensure that client experience insights and recommendations are integrated into business planning and decision-making.
• Develop and maintain strong relationships with stakeholders to ensure that their needs are met and that they are equipped to act on client experience insights.

Must Have:

• Undergraduate degree with 5-8 years of progressive experience in dynamic and complex business environment.
• Strong ability to collect, analyze and interpret large complex data sets to find patterns and draw actionable conclusions.
• Strategic thinking and the ability to align metrics to strategic objectives to measure progress against business outcomes.
• Proficiency with data visualization and reporting tools like Excel and Tableau.
• Strong stakeholder management and communication skills, with demonstrated success in managing high-level reviews and navigating organizational dynamics.
• Demonstrated ability in written and oral communication skills along with strong presentation skills.
• Experience creating and presenting executive level reports and presentations synthesizing complex information into a simple coherent story.
• Deadline-driven and results-oriented; able to meet consistently high-quality standards while handling a variety of tasks and deadlines simultaneously.

Nice to Have:

• Knowledge in channel operation and performance including the Advice Centre, Digital, and/or Physical Networks channels.

• Experience with client experience management platforms and tools

• Familiarity with machine learning and artificial intelligence concepts and techniques

• Advanced degree in a quantitative field (MBA, PMP, or CPA is a plus)

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

Job Skills

Commercial Acumen, Critical Thinking, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Professional Presentation, Programming Languages, Results-Oriented, Team Management

Additional Job Details

Address:

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-09-26

Application Deadline:

2025-10-11

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

I****nclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.