Director, Cross Border Digital Channel and Client Experience Strategy

Director, Cross Border Digital Channel and Client Experience Strategy

What is the Opportunity?

The Director, Cross border Digital Channel and Client Experience Strategy leads the overall digital client experience, driving end‑to‑end journey mapping to prioritize digital channels and backlog based on client voice and key "moments that matter" such as onboarding and life events. The role delivers senior product management and oversight of digital acquisition and service channels, owns the cross‑border digital client experience strategy, and collaborates with Assisted Channels, Products and Operations to align, prioritize, and execute against desired outcomes. The Director proactively identifies and prioritizes digital capabilities, irritant remediation and service improvements to boost sales conversion, enhance experience and reduce costs. This position serves as the primary liaison between RBC Bank and the Personal Banking Digital teams, PMO, Business Analysis, Operations, and IT to support execution excellence.

What will you do?

• Leverage voice of client to keep a pulse of client needs, perspectives and irritants relevant to digital acquisition, onboarding and servicing.
• Lead the development of digital channel design and functionality through a comprehensive roadmap and backlog that reflects best‑in‑class experiences with seamless digital and advisory integration.
• Drive the creation of a digital strategy that defines the vision in partnership with business and functional leaders, delivers cross‑border growth, and establishes guiding principles for customer experience, business growth and scalability.
• Perform strategic assessment and gap analysis to identify opportunities, risks and failure points in digital service based on benchmarking and client/advisor input; support the refinement of the cross‑border digital strategy across all channels.
• Apply a disciplined research, user feedback and analytics approach, translating insights into user journeys and product execution roadmaps.
• Establish collaborative relations within RBC to align and integrate Personal Banking channel strategies from origination through servicing; identify partnerships to accelerate digital transformation and test‑learn opportunities.
• Manage strategic initiatives and the full business case lifecycle, ensuring alignment with RBC’s brand and digital ecosystem.
• Develop key performance metrics to monitor initiatives and enable high‑quality delivery.
• Cultivate deep understanding of the cross‑border value proposition and client needs by synthesizing client, competitor and channel data to drive continuous improvement.
• Set digital channel priorities and execution sequencing, ensuring stakeholder alignment and transparency.
• Collaborate with Assisted Channels to develop a seamless strategy that meets clients where they are, driving efficiency through self‑serve capabilities for lower‑value, high‑frequency transactions.
• Build strong relationships with U.S. and Canadian Digital, IT, Products, Operations and CX partners.
• Act as a key integration point between Business and IT/Delivery, and between cross‑border and RBC Canada within a matrixed environment.

What do you need to succeed?

Must‑have

• 8–10 years of experience in sales strategy, client‑facing financial services, and assisted channel management (e.g., branches, advice centers).
• Proven expertise in strategy development, execution excellence and performance management within a matrixed environment.
• 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 related field.

Nice‑to‑have

• Agile practice management experience.
• Certification in sales leadership or strategy (e.g., CSM, CFA).
• Advanced skills in data analytics and sales enablement technology.

What’s in it for you?

• Comprehensive Total Rewards Program, including competitive compensation and flexible benefits such as a 401(k) with company‑matching, health, dental, vision, life, disability insurance, and paid time off.
• Leadership support through coaching and development opportunities.
• Opportunity to make a lasting impact and build close client relationships.
• Dynamic, collaborative, progressive, and high‑performing team environment.
• Chance to tackle challenging work and grow professionally.

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect, and Excellence, and we focus on creating an inclusive workplace that embraces diverse perspectives. We strive to support employees to perform at their best, collaborate effectively, drive innovation, and grow professionally, thereby delivering our purpose to clients and communities.

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