Job Description

Job Summary

What is the Opportunity?

The Director of Technical Digital Product - Communications & Digital Engagement, is purposed to help transform RBC Insurance digital technologies from the outside in. Utilizing a deep understanding of financial market technology, and a keen sense of future state technical architecture, the ideal candidate will be able to not only understand existing RBC Insurance Infrastructure, but also be able to advocate for target state systems and architecture across our digital product suite.


Today, messaging to clients and advisors--whether compliance notifications, marketing campaigns, document transmissions, or system alerts--is siloed across teams and technologies. There's no centralized ownership, unified governance, or prioritization framework. This results in inconsistent experiences, duplicated effort, audit vulnerabilities, and a lack of scalability.


This role will be responsible for closing that gap, and owning communication and document infrastructure as an integrated digital product. This leader will drive vision and strategy, establish governance, coordinate platforms, streamline delivery logic, integrate with enterprise identity and consent frameworks, and enable future-ready, privacy-compliant communications at scale.


The candidate will be a key conduit between technology teams, digital product teams, and business leads. They will be as astute at putting together a business case, as they are surfacing technological risks - and they will use this know how to help drive RBCI forward on a path to digital transformation. This role requires working internally as well as with various vendors / suppliers.

What will you do?

1. Own Communications as a Product:

Establish a single, unified product strategy for all outbound communications and document workflows across client and advisor channels.


Champion a holistic view of communication moments across the advisor and client journeys.

2. Build & Operationalize a Communication Orchestration Engine:

Lead the creation of a centralized orchestration layer for message triggering, deduplication, prioritization, throttling, and escalation.


Incorporate signals from various internal platforms


Enable cross-channel coordination across email, secure message centre, in-app notifications, SMS, and physical mail.

3. Overhaul Document Management & Delivery Infrastructure:

Build a centralized, metadata-rich inventory of all documents (statements, letters, regulatory notices, onboarding kits, etc.).


Standardize assembly templates, version control, delivery routing, and archival practices.


Ensure linkage of documents to roles and permissions within identity platforms and document systems.

4. Integrate Consent, Preferences & Suppression Logic:

Govern the ingestion and enforcement of client and advisor communication preferences across all systems.


Integrate with privacy teams and CDP to enable suppression, opt-in/opt-out tracking, and data residency compliance.

5. Implement Scalable Access & Permissions Governance:

Build role-based access models tied to enterprise identity systems, ensuring proper access to compose, approve, or publish communications.


Establish platform-specific permission schemas (e.g., SFMC user roles, Salesforce record types etc.).

6. Create a Unified Intake, Triage & SLA Model:

Develop clear intake and prioritization workflows for communication and document requests from business units.


Set up KPIs, turnaround times, and operational playbooks to manage demand.

7. Operationalize Communication Monitoring & Incident Response:

Establish real-time monitoring of outbound communications with failure detection, audit logging, and alerting.


Design an incident response framework for high-risk or incorrect communications.

8. Build Analytics & Optimization Capabilities:

Partner with analytics teams to develop dashboards and performance scorecards across communication channels.


Implement A/B testing capabilities and data-driven optimization loops.

9. Ensure End-to-End Documentation & Knowledge Sharing:

Develop and maintain documentation of communication logic, ownership, templates, and data flows.


Build onboarding guides and training for internal users and support teams.

10. Align Strategic Communication Roadmap with Enterprise Transformation:

Synchronize communication strategy with all digital experience priorities.


Participate in enterprise governance and communications councils.

10. Additional Responsibilities:

Discussing and determining product backlogs for each sprint, and reviewing the outputs of all sprints, to make sure they are in alignment with the product requirements. Defining and conveying the vision of what is to be built for the scrum team, to address client requirements and ensure successful product for business objectives. Working closely with the scrum master and development team, to ensure the right things to be focused on and completed during the development process. Following principles to write, discuss and add user stories to product backlogs; prioritizing product backlogs by business values during the sprint planning meeting. Contributes to the product vision, strategy and overall roadmap of the products being developed. Responsible for a suite of projects and has product accountability. Be open-minded and look beyond your stack to solve complex problems Be open-minded and look beyond existing technology to solve complex problems Capable for the vetting of product and service architecture and distribution through the digital channels strategy/roadmap, for multiple lines of businesses / channels, while also identifying emerging opportunities and target state technology. Build the state of the art, highly scalable digital solutions as a strong visionary, business technical lead and contributor across the digital and data team Develop software components as a hands-on contributor when necessary Build digital assets and drive scalable vendor solutions and enhancements Detail potential competitive threats from digital enterprises that are generally considered outside of the traditional realm of competition Identify, analyze, and scope digital acquisition targets with an understanding of integration requirements Collaborate with stakeholders involved in digital strategy and digital innovation to develop an IT investment roadmap Coordinate a strategic plan for leveraging integrated business architecture as part of future state vision Provide guidance leadership across Insurance technical community in identifying and capitalizing on transformation opportunities

What do you need to succeed?

Must have

10+ years of experience oscillating between business and technology in modern development stacks including common cloud platforms. Can get to details of the technical issues faced by developers and find ways to de-bottleneck development by creating spike solutions, proof of concept development while articulating the ins and outs of the solutions in business language Understands regulated communication frameworks in insurance or financial services. Is a strategic communicator and can recognized patterns across large portfolios Has deep familiarity with platforms such as Salesforce, SFMC, SMTP configurations, CDPs, document management systems, identity platforms, and consent architecture. Is fluent in concepts like event-based architecture, omnichannel orchestration, audience segmentation, and message throttling. Possesses strong stakeholder engagement and operational design experience across matrixed organizations. Understanding of IT and Architecture Standards, Methodologies Strong engineering experience, and able to ensure the speed and quality of deliverables by the team. Strong Agile experience and able to guide the team in delivery process. Familiar with business casing, business process modelling and API orchestration. familiar with Dev Ops, CI/CD, Cloud deployment, and basic infrastructural knowledge to be able to demonstrate and build paths forwards with technology partners. Product Management experience including managing a roadmap, building and launching capabilities on web and mobile platforms and applying analytical rigor to support investment decisions Experience guiding an agile team and leveraging knowledge of User experience (UX)/ technical / functional domain experts Experience in Kanban and Sprint methodologies Ability to convey business needs in technology, and technology needs to the business Strategic mindset to managing technology and product Understanding of data and funnel performance Previous experience leading and building digital tools and architecting solutions Strong execution experience leading large and complex initiatives Technical curiosity and a passion to build digitally enabled End to End solutions for clients and staff Ability to break complex ideas into their component features Defining the risk associated with the future vision and finding the appropriate balance towards our strategy Experience with agile methodology including setting product vision, building and maintaining backlogs, constructing release plans, and defining product performance metrics Passionate for leveraging data to enable the best product Experience with designing creative, scalable consumer products that delight clients in partnership with technology and design counterparts Lead through ambiguity

Nice to Have technology experience

Snowflake Adobe Analytics Google BigQuery, Google Developer Console, Launch Darkly Docker Kubernetes Java, React, Spring Boot, Go/Rust/Python/Phoenix/BEAM (Elixir, Erlang) experience Familiarity with cloud platforms - Azure, AWS, GCP, etc Experience in designing and building microservice architecture based applications Experience writing apps built around event-based architecture Certifications - Salesforce Certified Administrator, Salesforce Platform App Builder and one of Salesforce Sales Cloud or Salesforce Service Cloud Financial Services Cloud experience is an asset Experience using Flow builder

Education & Experience:

Including or similar to: MBA / BCOM & BSc / BEng

Working Conditions

This position will work in a hybrid office setting with a minimum of 3 days in the office The environment may be very fast paced, requiring focused, adaptable, results oriented individuals with attention to detail.

#LI-Hybrid


#LI-POST


#TechPJ

Job Skills

Agile Methodology, Business Oriented, Communication, Decision Making, Digital Architecture, Digital Business, Digital Data, Digital Products, Digital Solutions, Digital Strategy, Digital Technology, Digital Transformation, Process Management, Product Applications, Product Vision, Scrum, Software Platforms, Software Product Management, Software Quality Assurance (SQA), Software Services

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

MISSISSAUGA

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

INSURANCE

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-05-21

Application Deadline:

2025-06-23

Note

:

Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

I

nclusion

and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

Join our Talent Community

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.



Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.