Director Digital Technical Product Owner - Communications & Digital Engagement

RBC; Mississauga; On-site; CAD 120,000 - 160,000; Full time

Job summary

A leading financial institution is seeking a Director of Technical Digital Product to drive digital transformation in communications. The successful candidate will establish unified communication strategies and lead the development of centralized infrastructures. Must possess extensive experience in both business and technology, with strong skills in stakeholder engagement and product management. Opportunities for impactful work in a collaborative environment.

Benefits

Comprehensive Total Rewards Program

Coaching and development opportunities

Dynamic and collaborative team environment

Qualifications

• 10+ years of experience in business and technology.
• Deep familiarity with regulated communication frameworks.
• Product Management experience in digital tools.

Responsibilities

• Establish a unified product strategy for communications.
• Lead the creation of a centralized orchestration layer.
• Develop clear workflows for communication requests.

Skills

Strategic communication

Stakeholder engagement

Agile methodologies

Cloud platforms

Technical curiosity

Tools

Salesforce

Adobe Analytics

Docker

Kubernetes

Job description

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?

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.

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.

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.

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.

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.).

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.

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.

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.

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.

Align Strategic Communication Roadmap with Enterprise Transformation:

• Participate in enterprise governance and communications councils.

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
• Previous experience leading and building digital tools and architecting solutions
• Technical curiosity and a passion to build digitally enabled End to End solutions for clients and staff

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

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 build close relationships with clients

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

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