Director, Client Engagement

RBC; Toronto; On-site; CAD 110,000 - 150,000; Full time

Job summary

A leading financial institution is seeking a strategic Director of Customer Engagement to drive client engagement and optimize their platform. The role includes designing engagement strategies, leading an analytics team, and partnering with leadership to align strategies with business goals. Strong experience in customer engagement, preferably in fintech is required. This position offers a chance to lead innovation for a top direct investing platform.

Benefits

Competitive compensation

Growth opportunities

Award-winning workplace culture

Qualifications

• 10+ years in customer engagement, digital marketing, or product analytics, preferably in fintech, banking, or investing.
• Proven track record of designing engagement strategies that drive financial metrics.
• Strong strategic thinking and problem-solving skills.

Responsibilities

• Design and execute high-impact programs to drive engagement.
• Lead analytics team for actionable insights on client behavior.
• Establish KPIs and dashboards for monitoring engagement metrics.

Skills

Business Case Design

Critical Thinking

Analytics tools proficiency

Strong communication

Strategic thinking

Tools

SQL

Python

Job description

Job Description

About the Role

RBC Direct Investing is seeking a strategic and data‑driven leader to drive client engagement and platform optimization.

Director, Customer Engagement you will play a dual role:

Engagement Strategy: Design and work with partners to execute high‑impact programs to boost net new deposits, trading activity, and feature adoption.

Analytics Leadership: Lead the team to deliver actionable insights on client behaviour, which will inform product development, digital experience enhancements and marketing strategies.

This role is critical to accelerating growth and improving client loyalty in Canada’s leading self‑directed investing platform.

Key Responsibilities

Engagement Strategy

• Work with key cross‑functional partners to develop and implement targeted campaigns (e.g., onboarding, re‑engagement, cross‑selling) to drive measurable outcomes: net new deposits, incremental trades, and feature usage.
• Collaborate with Marketing, Product, and Operations to ensure seamless execution across channels (email, in‑app, web, etc.).
• Measure and optimise campaign ROI using A/B testing, segmentation, and personalisation strategies.

Analytics & Insights Leadership

• Oversee a team tracking client interactions across online/mobile platforms, identifying trends, pain points, and opportunities.
• Deliver data‑driven recommendations to Product and Technology teams for new feature development and existing feature optimisation.
• Establish KPIs and dashboards to monitor platform health, client lifecycle value, and engagement metrics.

Strategic Influence

• Partner with senior leadership to align engagement strategies with business goals.
• Stay ahead of industry trends in digital investing, competitor behaviours, and emerging technologies.
• Foster a culture of experimentation and client‑centric innovation.

Qualifications

• 10+ years in customer engagement, digital marketing, or product analytics, preferably in fintech, banking, or investing.
• Proven track record of designing engagement strategies that drive financial metrics (e.g., deposits, trades, retention).
• Expertise in analytics tools (e.g., SQL, Python, etc.) and translating data into actionable insights.
• Experience leading cross‑functional teams and influencing stakeholders at all levels.
• Deep understanding of self‑directed investing platforms and client behaviours.
• Strong strategic thinking, communication, and problem‑solving skills.

Why Join RBC Direct Investing?

• Lead innovation in Canada’s top direct investing platform, impacting 1M+ clients.
• Collaborate with a forward‑thinking team passionate about fintech and client success.
• Competitive compensation, growth opportunities, and RBC’s award‑winning workplace culture.

Job Skills

Business Case Design, Critical Thinking, Knowledge Organisation, Product Development Lifecycle, Product Development Methodology, Product Manufacturing, Product Services, Product Testing, Results‑Oriented, Waterfall Model

Additional Job Details

Address: WATERPARK PLACE, 20 BAY ST:TORONTO

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: WEALTH MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025‑12‑17

Application Deadline: 2025‑12‑31

Inclusion 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 programmes intended to foster a workplace based on respect, belonging and opportunity for all.

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