Head of Digital Service Strategy

About the role

The Head of Digital Service Strategy is responsible for optimizing workflow efficiency and process effectiveness across RBC's business units, including branches, home office, and client-facing operations. You will identify workflow bottlenecks and process breakdowns, develop and implement technology and process solutions that bridge capability gaps between advisor needs and client experience, and ensure alignment with RBC's digital transformation objectives. This role works closely with senior leadership, operational partners, and technology teams to assess end-to-end workflows, design integrated solutions, and oversee the execution of process improvement initiatives in alignment with RBC's strategic priorities and operational excellence standards.

Responsibilities

• Own the Service Strategy: Define and drive the strategy for how work flows between branches, clients, and home office, identifying friction, redundancy, and opportunities to modernize service delivery.
• Bridge Business, Technology, Data, and Operations: Serve as the connective tissue across functions, translating business needs into technology priorities and technology capabilities into business outcomes.
• Diagnose and Redesign Workflows: Map current workflows, pinpoint breakdowns, and design practical, scalable improvements that drive lasting change.
• Partner Deeply: Build working relationships across business, technology, data, and operations teams. Influence without authority and earn trust by understanding each partner’s perspective.
• Translate Strategy into Execution: Turn long-term vision into a roadmap with clear priorities, milestones, and accountability.
• Bring the Client and Advisor Perspective: Ground decisions in what helps advisors serve clients better, not just what’s technically possible.

Requirements

• 15+ years of experience in wealth management, with direct exposure to advisor, branch, and client interactions.
• Meaningful experience in technology or digital strategy, with an understanding of how digital products and platforms are built and scaled.
• Demonstrated success driving cross-functional initiatives across business, technology, data, and operations.
• Strong track record of influencing senior stakeholders and driving alignment without direct authority.
• Highly collaborative, with the ability to build trust across teams with differing priorities.

Nice-to-have

• Experience improving workflow, service delivery, or operating models within a branch/advisor-based wealth management structure.
• Familiarity with tools and platforms used in wealth management to move client and account work between teams.
• Comfort operating in a matrixed, highly regulated environment.
• A bias for practical action—preferring to ship improvements over perfecting presentations.

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and 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.
• Opportunities to do challenging work and build close relationships with clients.

Pay

The expected salary range for this position is $140,000 - $230,000, depending on factors such as the candidate’s experience, skills, registration status, market conditions, and business needs. This range does not include discretionary bonuses or benefits such as a 401(k) program with company-matching contributions, health, dental, vision, life and disability insurance, and paid time-off.

Schedule

Full-time, 40 hours per week.