Job Description

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title Director, Experience Design Strategy and Delivery



What is the Opportunity?

The Director, Experience Design Strategy & Delivery is responsible for defining and leading the overall customer experience for US Cash Management. Representing the "Client Seat at the Table," and in partnership with Product Managers, Technology and Sales and Service teams, this individual plays a key role as steward of the CX strategy, directing and supporting execution of the overall vision and roadmap.

What will you do?

• Drive overall US Cash Mgmt. client experience (overarching client mental model and framework) in partnership with product, technology, sales and service teams
• Build a team comprising of researchers, designers and content strategists that will establish and lead the execution and delivery of end to end digital and delightful experiences. Help evangelize a user centric mindset across everything US Cash Mgmt. does
• Establish a customer experience feedback structure that can operate within an agile program. Specifically, in partnership with client relationships team, facilitate a customer panel to obtain customer feedback on product designs and concepts in a timely and cost effective manner
• Partner with Clients to co-create products and solutions; gathering their feedback to understand their needs, what works and what changes are needed to incorporate into future design
• Partners with Product Managers and Technology Leads to design all customer touchpoints; ensuring the client experience drives the product design and the technical elements support what the client truly needs
• Ensure customer segmentation approach is consistently leveraged across all teams. Help teams interpret and understand segmentation work to align broader program and objectives
• Collaborate with the Corporate Design teams to leverage and contribute to design assets, including but not limited to design systems, standards and processes

People Leadership & Collaboration

• Selects, builds, and leads a high performing client experience research and design team, leveraging individual capabilities and strengths
• Provides coaching, mentoring and professional development that further embeds the right culture, values, and leadership behaviors
• Works with team members to establish goals, drive performance management, support career development and reward strong performance.
• Ability to forge strong relationships and routines with cross functional partners to drive strong business outcomes

What do you need to succeed?

• Experience leading teams to collectively design optimal client experiences aligned to an overarching business strategy and competitive environment
• Demonstrated track record of building and leading experience design teams
• Expertise in treasury/cash management/ transaction banking or any other facets of commercial banking
• Ability to set aspirational goals and articulate in the context of a business strategy
• Ability to translate business objectives into data and research requirements
• Demonstrated ability to embrace agile and new ways of working
• Skilled at facilitating and enabling others to work in new and different ways

What's in it for you?

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.

• 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
• Opportunities to building close relationships with clients

Job Summary The Director, Experience Design Strategy & Delivery is responsible for defining and leading the overall customer experience for US Cash Management. Representing the "Client Seat at the Table," and in partnership with Product Managers, Technology and Sales and Service teams, this individual plays a key role as steward of the CX strategy, directing and supporting execution of the overall vision and roadmap.

Address: TORONTO, Ontario, Canada

City: CAN-ON-TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: Capital Markets

Job Type: Regular

Pay Type: Salaried

Posted Date: 2022-10-30-07:00

Application Deadline:

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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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 rbc.com/careers.