Senior Director - Client & Employee Experience Strategy

RBC • Toronto, ON

13d • Onsite

About The Position

Transform how clients and employees experience RBC properties globally. You’ll create workplaces where clients deepen relationships and employees collaborate, connect, and grow—driving occupancy while eliminating workplace disparities across our portfolio. This role addresses a critical business challenge: inconsistent experiences that affect client retention, employee engagement, and portfolio performance. You’ll establish the foundation for scalable, repeatable excellence that supports business growth across Commercial Banking, Wealth Management, and Capital Markets. Operating as an individual contributor, you’ll drive enterprise outcomes through exceptional ability to navigate complexity and influence without authority. If you excel at turning strategic vision into tangible results that people can see and feel every day, this is your opportunity.

Requirements

• 12-15 years experience in corporate real estate, workplace strategy, client experience, or hospitality management
• Proven track record influencing enterprise outcomes without direct authority in complex matrix organizations
• Deep expertise in workplace design, service delivery, hospitality operations, and experience measurement
• Analytical rigor with data interpretation, business case development, and ROI quantification capabilities
• Exceptional stakeholder management with senior executives across competing agendas and multiple business lines

Nice To Haves

• Global mindset balancing enterprise consistency with regional adaptation and cultural considerations
• Experience navigating Commercial Banking, Wealth Management, and Capital Markets environments
• Background in large-scale transformation programs within publicly-traded financial institutions
• Strategic thinking with excellent interpersonal skills to facilitate between and influence key decision makers

Responsibilities

• Define persona needs and hospitality standards that enable client relationship deepening and employee productivity across all property types and user segments
• Establish consistent global experience standards that create instantly recognizable RBC environments while respecting regional adaptation and functional requirements
• Set beacon locations as global models and cascade systematically to satellite locations, integrating design, hospitality, and technology seamlessly
• Drive employee culture activation by creating workplaces employees want to come to—designing experiences that prove workplace investment drives retention, performance, and business outcomes
• Develop comprehensive amenities and hospitality strategies that increase portfolio utilization while enhancing both client and employee satisfaction
• Lead cross-platform initiatives on hospitality, accessibility, and amenities—partnering with HR on employee experience, business lines on client journeys, and Finance on investment prioritization
• Test workplace concepts through rigorous pilots, knowing when to pivot and scaling what works across the enterprise
• Navigate complex matrixed environments to influence enterprise outcomes across competing agendas and multiple business lines without direct authority

Benefits

• We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper.
• We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
• In this role, you’ll shape the future of work at a global scale, directly impacting how thousands of employees and clients experience RBC every day.
• You’ll have the autonomy to innovate, the platform to influence enterprise strategy, and the opportunity to establish standards that will define workplace excellence for years to come.
• Your work will be visible across the organization and measurable through occupancy improvements, client satisfaction, and employee engagement metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed