Director, Newcomer Experience & Channel Strategy

RBC; Toronto; On-site; CAD 140,000 - 190,000; Full time

Benefits offered by this job

Impactful work

Collaborative team

Challenging projects

Job summary

RBC is seeking a strategic leader to own the end-to-end Newcomer Onboarding Experience and the pre-arrival account opening capability in Toronto. You will map journeys, identify gaps, and define a prioritized roadmap across digital, branch and non-traditional channels to deliver a differentiated newcomer experience.

You will partner with multiple teams to align enterprise roadmaps with newcomer needs, simplify policies, and design scalable solutions that balance client experience, growth, risk

Qualifications

• 8+ years of experience in strategy, client experience, digital transformation, product management, operations or financial services.
• Proven experience leading complex enterprise initiatives across highly matrixed organizations.
• Demonstrated ability to translate strategic priorities into scalable business capabilities and operational outcomes.
• Strong understanding of client journey design, digital enablement and experience transformation.
• Exceptional stakeholder management and influencing skills across senior leadership teams.
• Experience leading and developing high-performing teams.
• Strong executive communication skills with the ability to simplify complex topics and influence strategic decisions.
• University degree or equivalent experience.

Responsibilities

• Own the End-To-End Newcomer Onboarding Experience across moments in their journey, from pre-arrival to settlement and growth.
• Map and assess end-to-end newcomer journeys across digital, assisted, and non-traditional channels.
• Identify highest impact experience gaps and opportunities; define target state and prioritize roadmap.
• Establish experience principles and standards applicable across products and channels.
• Partner with Product and Journey teams to embed newcomer needs into enterprise roadmaps.
• Own and evolve the pre-arrival account opening capability, improving onboarding and acquisition opportunities.
• Define strategic direction and roadmap for pre-arrival account opening, addressing functionality and simplification.
• Identify gaps and inefficiencies across the pre-arrival journey from application to funding.
• Collaborate with Digital, Product, Technology, Operations, Risk to balance client experience with regulatory requirements.
• Identify opportunities to extend reach across priority newcomer markets and partnerships.
• Lead efforts to remove unnecessary complexity in newcomer onboarding while maintaining regulatory compliance.
• Clarify residency, documentation, and eligibility requirements; simplify policies where possible.
• Design scalable solutions balancing client experience, growth and risk.
• Define newcomer channel strategy across digital, branch, and partnerships; enhance digital self-service while preserving advice quality.
• Work with distribution leaders to address frontline gaps and ensure consistency across channels.
• Develop ecosystems and partnerships to support newcomer settlement needs beyond traditional banking.
• Ensure frontline teams have tools and enablement to deliver differentiated newcomer experiences.
• Create feedback loops with Newcomer COE and National Office for ongoing improvement.

Skills

Strategy

Client experience

Digital transformation

Product management

Operations

Financial services

Stakeholder management

Leadership

Executive communication

Education

University degree

Job description

RBC is seeking a strategic leader to own the end-to-end Newcomer Onboarding Experience and the pre-arrival account opening capability in Toronto. You will map journeys, identify gaps, and define a prioritized roadmap across digital, branch and non-traditional channels to deliver a differentiated newcomer experience.

You will partner with multiple teams to align enterprise roadmaps with newcomer needs, simplify policies, and design scalable solutions that balance client experience, growth, risk