City : Toronto, Ontario

Category : Full time

Industry : Technology

Employer : Shoppers Drug Mart®

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. 

*Our hybrid model requires this role to be in office 4 days a week with flexible working hours at our Bathurst/Lakeshore location.*

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 Specialist, Channel Automation, you will design, develop and publish interactive and engaging solutions in our self-serve conversational UI channel. You will provide day-to-day operational support including writing and maintaining engaging written material for our 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 skills to map end-to end customer experiences and use-cases, utilizing conversational AI as the primary interface. Building relationships with key stakeholders like Marketing, Products & Platforms, and Operations is essential to ensuring we deliver world-class customer experiences through automated digital support channels.

This is a hands-on role that requires strong creative and conversational writing skills and the ability to use data analysis to quickly identify trends in customer interactions. If you have a drive for excellence, a passion for writing and a desire to innovate and disrupt with data, 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 ability of our platform to resolve customer inquiries on first contact.
• 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)
• Experience with Dialogflow to design and integrate conversational UI across various platforms, an asset
• 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

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.  
 
Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.