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Job Description
What is the Opportunity?
The Insights and CX Design Strategy team at RBC Insurance is looking for a CX Digital Design Strategist (Senior Manager) to join us! You will re-imagine client journeys and create design strategies to drive adoption of new experiences for RBC insurance. In this role, you will report into the Director of Insights and Client Experience Design Strategy, and you will be responsible for supporting and assisting the CX Design Strategy team to build out a robust client experience design practice in a highly agile, fast-paced and innovative capacity.
To be successful, you need to have strong understanding of Human-Centered Design, product design, along with experience in translating insights into robust CX strategies and design opportunities that drive value for large organizations. You will be someone who thrives in ambiguity, and who can bring clarity and structure to unchartered territories. The ideal candidate has a client-centric mindset, a passion for research, strategy and is adept at collaborating across business, design, and technology to create exceptional experiences.
What will you do when you get here?
- Uncover valuable client and employee insights and translate them into a clear set of needs and opportunities for innovation
- Contribute and lead designing of solutions with cross-functional teams that can be executed as strategies or developed as products
- Bridge and translate key insights and strategies to product design
- Help develop and execute different approaches to achieve research outcomes: from high-level strategic visioning, to client needs exploration, to journey mapping, prototyping and experimentation
- Inspire and lead the cross-functional teams through HCD processes, providing strategy, insights and process design, to facilitate effective, creative problem solving team direction and decisions
- Create and facilitate workshops (remote or in-person) that inspire creativity
- Provide recommendations that inform user experience design and influence product design
- Support the evolution and development of techniques, processes and frameworks as best practice tools and processes to apply to customer experience design challenges
What do you need to succeed?
Must have:
- An undergraduate Degree with a preference for a degree in Sociology, Psychology, Strategic Design, HCD, innovation or a related field
- A minimum of 5 years of experience in consumer research, design, design strategy or a related field
- A deep understanding of design thinking or human-centered design and design research as a discipline
- Experience designing and facilitating multi-stakeholder projects/engagements and workshops to drive prioritization and alignment.
- Comfortable leading an end-to-end design thinking process: scoping, fieldwork, synthesis, ideation, socializing findings, and driving outcomes through actionable insights and recommendations
- Experience with product design
- Proven experience in developing customer experience journey maps, personas, monitoring concept to execution in a large complex organization and excellent ability to build strategic narratives and bring them to life
- Experience in monitoring trends and innovation opportunities
- Multi-disciplinary experience or experience in a combination of a minimum of three of the following: Consumer Experience, Digital User Experience, Strategic Design, Product Design, innovation Strategy
- Strong consultative skills, work experience and a demonstrated ability to provide advice and expertise on multiple complex, high impact, and mission critical initiatives simultaneously
- Strong workshop design skills and facilitation
- A Self-starter attitude, demonstrate high initiative in engaging key partners.
- Excellent communication and presentation skills
- Well-developed impact and influence skills
- Demonstrated ability to collaborate closely and work effectively with teams at all levels
Nice to have:
- Background in Digital Design or Product Design
- MBA or equivalent
- Experience operating in a large enterprise and managing cross-functional stakeholders and teams
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.
- An opportunity to lead, collaborate, impact and influence
- Work in a dynamic, collaborative, progressive and high performing culture
- Excellent career development and progression opportunities
- A comprehensive Total Rewards Program including bonuses, eligibility for stock and flexible benefits
RBC Insurance is an organization that succeeds by bringing out the best in its people. You'll be part of a supportive, inclusive team that shares common values - including a fundamental respect for each other. At the heart of this is a commitment to diversity. RBC respects and responds to the many competing and evolving priorities in our lives - so you can focus on what you can do best - putting clients first
Job Skills
Communication, Critical Thinking, Customer Experience Mapping, Customer Journey, Customer Journey Mapping, Customer Relationship Management (CRM), Decision Making, Designing Strategies, Design Methods, Design Strategy, Design Thinking, Human-Centered Design, Human-Centered Design Thinking, Innovation, Long Term Planning, Organizational Change Management, Problem Solving, Qualitative Research Design, Research Designs, Results-Oriented, Solutions Development, Strategic Design, User JourneysAdditional Job Details
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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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.
