Director, Cross Border Digital Channel and Client Experience Strategy

RBC•Toronto, ON

6h•Onsite

About The Position

The Director, Cross border Digital Channel and Client Experience Strategy is responsible for the overall digital client experience, including development of end-to-end client journey mapping to drive digital channel prioritization and backlog based on voice of client and ‘moments that matter’ (e.g. onboarding, life events). The role provides senior level product management and oversight of digital acquisition and service channels and owns the cross border digital client experience strategy collaborating with Assisted Channels, Products and Operations to ensure appropriate alignment, prioritization and execution against the desired end state and outcomes. Proactively identifies and prioritizes digital capabilities, irritant remediation and service improvements to improve sales conversion, enhance the client experience and reduce costs to serve. Serves as primary liaison between RBC Bank and the Personal Banking Digital teams, PMO, Business Analysis, Operations and IT to support execution excellence.

Requirements

8–10 years of experience in digital strategy, client-facing financial services, and digital channel management (e.g., online, mobile).
Proven expertise in strategy development, execution excellence, and performance management within a matrixed environment.
Experience developing business cases and conducting risk assessments to drive prioritization and execution decisions
Demonstrated ability to identify, evaluate, and champion innovative digital solutions and emerging technologies to enhance client experience, drive competitive differentiation, and accelerate digital transformation.
Deep understanding of Canadian banking culture and cross-border client needs.
Strong financial acumen to analyze revenue/cost drivers and set profitability targets.
Exceptional influence and communication skills to align stakeholders outside direct control.
Demonstrated ability to lead change, drive sales growth, and improve service efficiency.
Bachelor’s degree in Business, Finance, or a related field.

Nice To Haves

Agile Practice Management and scrum ceremonies
Certification in digital strategy and product management (e.g., CSPO).
Advanced skills in data analytics and digital enablement strategies.

Responsibilities

Proactively represents Voice of Client by leveraging client feedback, keeping a pulse of client needs, perspectives and irritants as it pertains to digital client experiences, including acquisition, onboarding and servicing.
Leads the development of digital channel design and functionality through a comprehensive roadmap and backlog to reflect best in class client experiences including seamlessly integrated digital and advisory channels.
Drives the development of digital strategy that defines the vision in partnership with business and functional bank leaders to deliver cross border line of business growth strategy and establishes guiding principles and goals for customer experience, business growth and scalability.
Performs strategic assessment and gap analyses to identify areas of opportunity, risk and failure to serve digitally based upon benchmarking and client/advisor input.
Supports the creation and refinement of the Cross border digital strategy across all channels, platforms and points of integration working with Design and Digital teams and the Business to articulate the desired digital journey.
Applies a disciplined approach to research, user feedback and channel analytics and translates insights into user journeys to build product and channel execution roadmaps.
Establishes collaborative relationships within RBC to deeply align and/or integrate into Personal Banking channel strategies and experiences from consideration and origination through servicing.
Identifies partnerships to accelerate digital transformation and test/learn opportunities.
Provides expertise in the design, development, management and implementation of assigned strategic initiatives and business case development through to execution.
Aligns with RBC’s brand and digital experiences where appropriate.
Provides thought leadership to RBC Bank’s strategies and initiatives relative to the bank’s digital ecosystem.
Develops key performance metrics (e.g., OKRs) to support initiative/program monitoring and enable high quality delivery.
Cultivates a deep understanding of cross border value proposition and client needs by synthesizing client, competitor and channel data and insights in support of business objectives.
Maps each step of the client’s journey to seek feedback and opportunity for continuous improvement to the overall experience.
Develops business cases by identifying needs, analyzing potential options and assessing expected ROI.
Sets digital channel priorities and execution sequencing, while ensuring stakeholder alignment and transparency.
Collaborates with Assisted Channels to develop a seamless channel strategy that meets clients where they are and drives efficiency through self-serve capabilities of lower value, high frequency transactions.
Establishes strong working relationships with U.S. and Canadian Digital, IT, Products, Operations and CX partners.
Serves as a key point of integration between the Business and IT/Delivery as well as Cross border and RBC Canada as part of a matrixed environment.

Benefits

A comprehensive Total Rewards Program including bonuses and flexible benefits
competitive compensation
commissions
stock where applicable
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
A world-class training program in financial services
Flexible work/life balance options
Opportunities to do challenging work