All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
Location:
500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9
When you hire great people, great things can happen.
PC Financial offers unprecedented value to Canadians through payment products. We’re a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.
Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.
PC Bank’s Customer Solutions Centre of Excellence (CoE) works to provide customers with exceptional self-serve resources that provide meaningful solutions, inspire customer confidence, and bolster business growth.
As a Specialist, you’ll design, develop and publish interactive solutions in our conversational UI channel. Provide day to day operational support including writing and maintaining engaging information for chatbots across numerous lines of business including PC Financial and PC Optimum. As part of the Customer Solutions team, you’ll use your contextual writing abilities to envision end-to end customer experiences utilizing conversational AI as the primary interface. Build relationships with Customer Marketing, Customer Products & Platforms, and Operations stakeholders to ensure we deliver world class customer experiences through automated customer support.
This is a hands-on role that requires strong creative and conversational writing skills and the ability to use basic analysis to quickly identify trends with customer interactions. If you have a commitment to excellence, a passion for writing and a desire to innovate and disrupt, we’d love to hear from you!
What you’ll do
Craft clear, engaging and compelling copy to effectively communicate solutions to customers through chatbot interfaces.
Spearhead copywriting of new content, updating existing content, while leveraging product FAQ’s and organizational SOP’s.
Develop a deep understanding of chatbot functionality, our business, customer needs, and our long-term vision to provide frictionless customer solutions.
Define and apply consistent brand voice and tone throughout the content journey.
Analyze and evaluate chatbot customer interactions to provide recommendations and identify opportunities to optimize content and create efficiencies to improve the platforms ability to resolve customer inquiries.
Conduct research and testing of content changes while collaborating with the Manager of Customer Solutions to validate and measure the effectiveness and impact of changes.
Assist in the development of guidelines, best practices, and authoring processes to manage chatbot copy, track edits, translations and content life cycles.
What you’ll need
University degree or college diploma in a relevant discipline
Copywriting experience for a professional organization, an asset
Interest or knowledge of financial products and services, an asset
Proven ability to author engaging copy for Conversational UI channels
Subject matter expert within chatbot design/UX copywriting.
Strong time management skills and attention to detail
Excellent communication skills (both verbal and written).
Customer-focused with a passion for delivering incredible customer experiences
Self-motivated with the ability to work independently, with a strong sense of responsibility and commitment to teamwork. You have a volunteer spirit with a ‘we succeed as a team’ attitude.
Able to be agile with dynamic schedules and priorities.
COVID-19 is a serious condition and has had a devastating impact on Canadians and others across the globe. As a leading Health and Wellness provider for millions of Canadians, our goal is to help all Canadians “Live Life Well”.
In support of this goal, we have adopted a COVID-19 Vaccination Policy to protect the health and well-being of our employees as we continue our phased approach of office reopening. Employees will be required either to be fully vaccinated or undergo regular COVID-19 Rapid Antigen Screening in order to access the workplace.
Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.
Number of Openings:
1
PC Financial recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.
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