Sr. Manager, Insights & Integration

Royal Bank of Canada • Toronto, ON

2d • Onsite

About The Position

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 (such as asynchronous chat data or advice center calls) to inform teams on digital containment results and opportunities; also, by connecting client feedback to outcomes and results. 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 analytical approaches that enhance omnichannel execution, and (2) synthesizing customer insights (VoC), business metrics, and market intelligence into cohesive intelligence that guides how the DCS team operates across Mobile, Online Banking, and Digital Solutions.

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 (from operational teams to senior leadership)
• 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

Nice To Haves

• Experience with AI/ML platforms, data transformation tools, or advanced analytics technologies
• In-depth knowledge of digital channels (Mobile, Online Banking) and omnichannel customer journeys
• Familiarity with Voice of Customer (VoC) analytics, customer research, or experience design
• Experience integrating customer insights with operational metrics to drive business decisions
• Banking or financial services industry background
• Exposure to agile or iterative analytics environments

Responsibilities

• 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 and identify gaps
• Monitor ADT performance, data quality, and relevance to ensure insights remain actionable and aligned with business needs
• 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 that inform operational decisions
• 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—uncovering how omnichannel behaviors, customer preferences, and operational performance intersect
• Conduct exploratory and diagnostic analytics to understand root drivers of performance gaps, friction points, and opportunities in the omnichannel journey
• Translate complex qualitative and quantitative findings into clear, compelling narratives tailored for different DCS stakeholders (product teams, channel leaders, operational managers)
• 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 in omnichannel metrics
• Act as a thought partner and translator between data/analytics teams and DCS operational leadership
• Partner with channel leaders (Mobile, OLB), solution leaders (MFA, IDV, Digital Money Management), and product owners to surface insights relevant to their priorities
• Collaborate with external insight sources (Ipsos, JD Power, CXDI) to validate findings and benchmark performance

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits
• competitive compensation
• stock where applicable
• Leaders who support your development through coaching and mentoring opportunities
• Flexible work/life balance options

What This Job Offers

• Job Type: Full-time
• Career Level: Manager