Director, Conversational Banking

RBC•Toronto, ON

9d•Onsite

About The Position

We are looking for a visionary and results driven Director of Conversational Banking with a passion for building intelligent conversational AI systems for customer experience across web and mobile platforms. You will be developing and creating innovative technology solutions powering growth and improving client experience leading a team of talented full stack developers and conversational AI engineers. This role requires a blend of strategic thinking, deep technical understanding of conversational AI platforms, strong business acumen, and exceptional leadership skills to inspire and empower a high-performing team.

Requirements

10+ years of progressive experience in technology implementation, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions.
5+ years of leadership experience leading and mentoring a development and delivery team of Conversational AI developers.
Proven expertise and hands-on experience in leading the design, development, and delivery of large-scale, enterprise-level conversational AI solutions (e.g., chatbots, voicebots, virtual assistants).
Deep knowledge of conversational AI best practices, including natural language processing (NLP), intent recognition, entity extraction, conversational flow design, LLMs, MCP, AI agents etc
Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients, particularly in the customer service domain.
Ability to pivot under business pressures in a rapidly changing landscape
Hands on experience delivering/deploying/hardening applications and/or platforms
Thorough understanding of operations and SRE principles at scale
Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics.
Excellent business acumen with the ability to identify client needs, develop compelling value propositions to drive revenue growth.
Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams.
Proven ability to influence and collaborate across diverse internal and external stakeholders.
Strategic thinker with a strong problem-solving orientation and the ability to navigate complex business challenges.

Nice To Haves

Experience of implementing NLU/LLM solutions for multi-modal platforms.

Responsibilities

Develop and execute the technology roadmap for conversational banking practice within Advice Center, Branch Technology and Martech, driving significant growth in revenue, market share, and client adoption across various industries.
Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high-quality conversational AI solution.
Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and within client organizations to expand our footprint.
Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support, focusing on platform-agnostic best practices.
Establish and manage key performance indicators (KPIs) for the practice and the delivered solutions, regularly reporting on progress and demonstrating tangible business value.
Stay updated of the latest advancements in conversational AI platforms, generative AI and broader customer engagement technologies, integrating new capabilities into our offerings.
Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques.
Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment.
Develop and implement training programs to ensure the team possesses the necessary skills in conversational AI design, architecture, and development.
Manage resource allocation, project prioritization, and operational efficiency within the practice.
Act as a trusted advisor to business partners, understanding their business challenges and translating them into effective Conversational AI solutions.