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Job Description
WHAT IS THE OPPORTUNITY?
The Strategic Design group at RBCx helps build and sustain innovation from concept through launch and beyond. We are looking for a Manager, CX Strategy to shape products, services and customer experiences.
As a Manager, CX/UX Strategist, you will bring empathy, curiosity and collaborative design strategy skills to all aspects of our design thinking process. Through research and ideation to product testing and beyond, you will help shape experiences that provide value to customers and our organization.
WHAT WILL YOU DO?
· Consulting: You will work closely with Venture leads as an internal expert on human-centered design and CX strategy. You will help guide teams as they conduct research and ideation across various different Ventures, and you will build credibility by adding value and helping to shape products towards the sweet spot of customer desirability, technical feasibility and business viability.
· Strategic Ideation (uncovering future opportunity areas): You will carve our future opportunities with our senior leadership, and collaborate with cross-functional teams and stakeholders to plan the development of innovative ideas – leading research and strategy sprints that will uncover strategic and human-centered opportunity areas for future venture ideation.
· Facilitation: Lead the creation and facilitation of workshops designed to support product visioning, ideation and other co-creative activities that bring cross-functional teams together towards a clear product direction. This may include half-day to multi-day design sprints to discover strategic solutions at the thematic, epic or user story levels.
· Research: You will help to design, conduct and report on design research activities in an effort to uncover users’ tacit and latent needs. This will include quantitative and qualitative research with users, such as ethnographic research, concept testing, usability testing, surveys and desk research.
· Storytelling: Communicate research insights, knowledge and ideas through compelling narratives to inform product teams and key stakeholders of strategic product direction.
· Manage: Coordination of logistics and other administrative activities as it relates to design workshops, research and similar events. Participate in internal dialogue to advance the CX discipline within RBC; be an ambassador of user-centered design, delivering its value internally and externally.
WHAT DO YOU NEED TO SUCCEED?
Must have:
Research– Experience conducting qualitative and quantitative research to uncover human insights with a focus on solving business challenges.
Presentation and Communication – Experience synthesizing research results into strategies and tactics.
Stakeholder Management – Ability to work with cross functional teams to align on solutions.
Strategic Problem Solving – Define solutions grounded in human insight.
1-3 years in a similar role
Strong skills & working knowledge of the tools of the trade (usability testing, Optimal Workshop, Usertesting.com, etc.)
Demonstrated ability to deliver well-thought-out design recommendations based on user research (portfolio)
Experience working in fast paced, experimental or start-up environments
Understanding analytics tools (Google Analytics, HotJar, etc.) and incorporating them into research recommendations a bonus
Nice-to-have:
Design Experience
Data Analysis Experience
Product Management Experience
What’s in it for you?
This position provides the opportunity to work across business lines and find novel solutions to challenging problems. Our team is focused on keeping a culture of curiosity, growth and support each other. We are constantly looking for new ideas and experimenting with different approaches to our work.
A comprehensive Total Rewards Program including bonuses and flexible benefits, and competitive compensation
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
Flexible work/life balance options
Opportunities to do challenging work
Job Skills
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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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