Sr. Manager, Insights & Integration
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Key skills for this role
About the Role
RBC is seeking a Senior Manager of Insights & Integration to bridge data and business strategy for the Digital Channels & Solutions team. You will synthesize customer insights, business metrics, and market intelligence to guide omnichannel operations.
Key Skills for This Role
Responsibilities
- Partner with ADT program to operationalize new metrics and feedback mechanisms
- Connect mobile and online digital data with ADT outputs to measure digital containment effectiveness
- Monitor ADT performance, data quality, and relevance to ensure insights remain actionable
- Build internal capability and literacy around advanced analytics tools across DCS teams
- Develop business cases that justify ADT investments and drive adoption
- Synthesize Voice of the Digital Customer feedback, business performance metrics, and market intelligence into integrated intelligence briefs
- Connect client feedback to business outcomes—uncovering how customer sentiment, behavior, and experience map to digital containment and strategic results
- Identify patterns and interdependencies across channels and solutions
- Conduct exploratory and diagnostic analytics to understand root drivers of performance gaps and friction points
- Translate complex qualitative and quantitative findings into clear, compelling narratives for different stakeholders
- Work with Voice of Customer and Data Analytics teams to embed insights into key digital activities
- Support DCS teams in applying insights to refine operations and enhance customer experience
Requirements
- Bachelor's degree with 7+ years of experience in analytics, insights translation, or business intelligence—preferably in digital channels, omnichannel environments, or financial services
- Demonstrated ability to move beyond reporting to deep analysis—synthesizing multiple data sources and identifying non obvious patterns and insights
- Strong command of qualitative and quantitative research methodologies; comfort translating VoC and behavioral data into strategic insights
- Exceptional communication and storytelling skills—able to distill complexity into clarity for diverse audiences
- Technical proficiency to work independently with large datasets and validate findings
- Collaborative approach to cross functional work with ability to influence without direct authority
- Intellectual curiosity and comfort with ambiguity—thriving in evolving analytical environments
- Experience with AI/ML platforms, data transformation tools, or advanced analytics technologies (nice to have)
- In depth knowledge of digital channels (Mobile, Online Banking) and omnichannel customer journeys (nice to have)
- Familiarity with Voice of Customer (VoC) analytics, customer research, or experience design (nice to have)
- Experience integrating customer insights with operational metrics to drive business decisions (nice to have)
- Banking or financial services industry background (nice to have)
Full Job Posting
Job Description
- To enable the DCS Digital Channels & Solutions team to operate effectively in an omnichannel environment by connecting mobile and online digital data to ADT programs.
- As Senior Manager of Insights & Integration, you bridge data and business strategy, serving as a critical translator between emerging capabilities and DCS teams.
- You drive two complementary streams: (1) leveraging ADT platforms and emerging technologies to unlock new data sources, and (2) synthesizing customer insights, business metrics, and market intelligence into cohesive intelligence.
What Will You Do?
- Partner with ADT program to operationalize new metrics and feedback mechanisms.
- Connect mobile and online digital data with ADT outputs (asynchronous chat, advice center calls, transaction data) to measure digital containment effectiveness.
- Monitor ADT performance, data quality, and relevance to ensure insights remain actionable.
- Build internal capability and literacy around advanced analytics tools and methodologies across DCS teams.
- Develop business cases that justify ADT investments and drive adoption.
- Synthesize Voice of the Digital Customer feedback, business performance metrics, and market intelligence into integrated intelligence briefs.
- Connect client feedback to business outcomes—uncovering how customer sentiment, behavior, and experience map to digital containment, cross channel performance, and strategic results.
- Identify patterns and interdependencies across channels and solutions.
- Conduct exploratory and diagnostic analytics to understand root drivers of performance gaps, friction points, and opportunities.
- Translate complex qualitative and quantitative findings into clear, compelling narratives tailored for different DCS stakeholders.
- Work with Voice of Customer and Data Analytics teams to embed insights into key digital activities and inform product/feature prioritization.
- Support DCS teams in applying insights to refine operations, enhance customer experience, and drive measurable improvements.
What Do You Need to Succeed?
- Bachelor's degree with 7+ years of experience in analytics, insights translation, or business intelligence—preferably in digital channels, omnichannel environments, or financial services.
- Demonstrated ability to move beyond reporting to deep analysis—synthesizing multiple data sources and identifying non obvious patterns and insights.
- Strong command of qualitative and quantitative research methodologies; comfort translating VoC and behavioral data into strategic insights.
- Exceptional communication and storytelling skills—able to distill complexity into clarity for diverse audiences.
- Technical proficiency to work independently with large datasets and validate findings.
- Collaborative approach to cross functional work with ability to influence without direct authority.
- Intellectual curiosity and comfort with ambiguity—thriving in evolving analytical environments.
- Experience with AI/ML platforms, data transformation tools, or advanced analytics technologies (nice to have).
- In depth knowledge of digital channels (Mobile, Online Banking) and omnichannel customer journeys (nice to have).
- Familiarity with Voice of Customer (VoC) analytics, customer research, or experience design (nice to have).
- Experience integrating customer insights with operational metrics to drive business decisions (nice to have).
- Banking or financial services industry background (nice to have).
What's in It for You?
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, and stock where applicable.
- Leaders who support your development through coaching and mentoring opportunities.
- Flexible work/life balance options.
- Work in a dynamic, collaborative, forward thinking team at the forefront of digital innovation and omnichannel transformation.
- Opportunity to shape how RBC leverages advanced analytics and customer insights to enable seamless omnichannel operations.
- Ability to make a significant impact on strategic and operational excellence across Digital & Personal Distribution.
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