Senior Manager Analytics and Intelligence

RBC; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

RBC is seeking a Senior Manager Analytics and Intelligence to enhance customer experience through advanced analytics strategies. The role focuses on reducing call center volume by implementing effective self-serve solutions, utilizing data-driven approaches to uncover customer behavior patterns, and collaborating with digital teams to ensure optimally designed experiences.

Benefits

Dynamic and collaborative team environment

Opportunities to do challenging work

Ability to make a difference and lasting impact

Qualifications

• Developing frameworks and applying insights.
• Comfortable navigating ambiguity and operating without well defined requirements.
• High comfort level with iterative approach to analysis.

Responsibilities

• Drive analytics strategies to reduce call center volume.
• Conduct advanced analytics using methods like hypothesis testing and machine learning.
• Create Business Intelligence views and automate reporting.

Skills

Critical Thinking

Big Data Management

Performance Management

Education

Undergraduate degree in business or a quantitative discipline

Tools

Python

Trino

Tableau

Job description

Job Summary

Job Description

What is the opportunity?

As Senior Manager Analytics and Intelligence, you will drive analytics strategies to reduce call center volume by guiding customers to effective self-serve solutions across digital channels.

You will bring a strong analytical mindset, and storytelling abilities, applying advanced data and research principles to uncover patterns in customer behavior, identify pain points, and highlight digital leakage opportunities.

You will focus on measuring new journeys designed to ensure clients stay in their channel of choice and double click on why clients abandon self-serve journeys, what triggers contact to assisted channels, and how we can design experiences to stay contained in digital platforms.

You have a passion for improving digital containment, and can translate technical findings into actionable use cases that influences change. You will Partner with Digital, Product, and Advice Centre partners to identify, size and harvest benefit opportunities, enabling data driven digital containment strategies that reduce workload while enhancing client experience.

***Note: The successful applicant requires to work from both Meadowvale and WPP locations***

What will you do?

• Participate in business ideation discussions with strategy partners, co-create the analytical framework and analytics plans, bringing together RBC data knowledge (such as channel, sales and servicing data) and the ability to translate between business objectives and technical requirements
• Conduct advanced analytics by using a variety of methods such as causal inference, time series analysis, hypothesis testing and machine learning techniques to find actionable insights and solve complex business problems, combined with the ability to communicate the technical techniques to non-technical stakeholders
• Create Business Intelligence views that can be automated using reporting tools and identify and present actionable insights to stakeholders in timely and effective manner to support the development of treatment plans; develop and maintain key performance metrics for Distribution Strategy and Transformation and review results for business partners, proactively identifying areas where further analysis is required
• Routinely work with large data sets representing the behaviors, demographics and product attributes of prospects and clients; perform data exploration and research to understand the data from a business perspective and source and manipulate data to prepare for analysis (data may reside in either Enterprise Data Warehouse or Enterprise Data Lake)
• Participate in test design by contributing expertise in quantitative and statistical approaches to support sample selection, development of synthetic control groups and test measurement
• Collaborate with data development and engineering teams to implement new data collection / ingestion / acquisition; support business stakeholders in identifying needs for additional data acquisitions, and coordinate plans to orchestrate data acquisition
• Ability to pivot and support critical asks as they arise, and work both as an individual contributor and a team player

Must Have:

• Previous Analytics experience; developing Frameworks and applying insights.
• Undergraduate degree in either business or a quantitative discipline (e.g. mathematics, statistics or computer science)
• Ability to code in Python, Trino or Tableau
• Comfortable navigating ambiguity and operating without well defined requirements.
• High comfort level with iterative approach to analysis
• Attention to detail, ability to multitask, strong work ethic and time management is critical

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

Big Data Management, Budgeting, Business Performance Management, Critical Thinking, Knowledge Organization, Long Term Planning, Performance Management (PM)

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:

2025-05-29

Application Deadline:

2025-06-12

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

Inclusion 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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