Head of Digital Service Strategy

RBC Capital Markets LLC; Minneapolis (MN); On-site; USD 140,000 - 230,000; Full time

Benefits offered by this job

Total rewards program

Stock where applicable

Coaching and development

Challenging work

Close client relationships

Job summary

RBC Capital Markets LLC seeks a Head of Digital Service Strategy to optimize bidirectional workflows among branches, clients, and the home office. Lead strategy, diagnose bottlenecks, and design scalable improvements that align with RBC's digital transformation goals.

You will partner with senior leadership, technology teams, and operations to deliver end-to-end process enhancements, balancing business needs with technology capabilities for advisor and client success.

Qualifications

• Experience leading cross-functional initiatives across business, technology, data, and operations.
• Ability to influence senior stakeholders without direct authority.
• Strong collaboration and trust-building across teams with different priorities.
• Experience in wealth management or financial services is a plus.
• Comfort translating business needs into technology priorities.

Responsibilities

• Own the service strategy and define how work flows between branches, clients, and home office.
• Bridge business, technology, data, and operations to align priorities and outcomes.
• Diagnose workflows, map movements, and redesign practical, scalable improvements.
• Partner across functions to translate strategy into executable roadmaps.
• Translate long-term digital service delivery vision into prioritized milestones and accountability.
• Keep client and advisor perspectives central in decision making.

Skills

Agile Methodology

Business Case Design

Business Oriented

Communication

Decision Making

Long Term Planning

Process Management

Software Product Management

Software Quality Assurance

Time Management

Job description

Job Description

What is the opportunity?

The Head of Digital Service Strategy is responsible for optimizing workflow efficiency and process effectiveness across RBC's business units, including branches, home office, and client-facing operations. You will be responsible for identifying workflow bottlenecks and process breakdowns, for developing and implementing technology and process solutions that bridge capability gaps between advisor needs and client experience, and for ensuring alignment with RBC's digital transformation objectives. This role will work closely with senior leadership, operational partners, and technology teams to assess end-to-end workflows, design integrated solutions, and oversee the execution of process improvement initiatives in alignment with RBC's strategic priorities and operational excellence standards.

What will you do?

• Own the Service Strategy: Define and drive the strategy for how work flows between branches, clients, and home office, identifying friction, redundancy, and opportunities to modernize how service gets delivered.
• Bridge Business, Technology, Data, and Operations: Serve as the connective tissue across functions that don't always speak the same language, translating business needs into technology priorities and technology capabilities into business outcomes.
• Diagnose and Redesign Workflows: Map how work currently moves through the organization, pinpoint where it breaks down, and design practical, scalable improvements, not just diagrams, but changes that stick.
• Partner Deeply, Not Just Broadly: Build real working relationships across business, technology, data, and operations teams. Influence without relying on authority and earn trust by understanding each partner's world well enough to speak their language.
• Translate Strategy into Execution: Turn a long-term vision for digital service delivery into a roadmap with clear priorities, milestones, and accountability.
• Bring the Client and Advisor Perspective: Ground every decision in what actually helps advisors serve clients better, not just what's technically possible.

What do you need to succeed?

Must Haves

• 15+ years of experience in wealth management, with direct, tangible exposure to how advisors, branches, and clients interact with the firm day to day.
• Meaningful experience in technology or digital strategy, you understand how digital products and platforms get built and scaled, even if you're not the one building them.
• Demonstrated success driving cross-functional initiatives across business, technology, data, and operations.
• Strong track record of influencing senior stakeholders and driving alignment without direct authority.
• Highly collaborative, with the ability to build trust across teams with different priorities and different definitions of success.

Nice-to-have

• Experience specifically improving workflow, service delivery, or operating models within a branch/advisor-based wealth management structure.
• Familiarity with the tools and platforms wealth management firms use to move client and account work between teams.
• Comfort operating in a matrixed, highly regulated environment.
• A bias for practical action, someone who'd rather ship an improvement than perfect a deck about one.

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

The good-faith expected salary range for the above position is $140,000 - $230,000 depending on factors including but not limited to the candidate's experience, skills, registration status; market conditions; and business needs. This salary range does not include other elements of total compensation, including a discretionary bonus and benefits such as a 401(k) program with company-matching contributions; health, dental, vision, life and disability insurance; and paid time-off plan. RBC's compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that:

* Drives RBC's high-performance culture

* Enables collective achievement of our strategic goals

* Generates sustainable shareholder returns and above market shareholder value

Job Skills

Agile Methodology, Business Case Design, Business Oriented, Communication, Decision Making, Long Term Planning, Process Management, Software Product Management, Software Quality Assurance (SQA), Time Management

Additional Job Details

Address: 250 NICOLLET MALL:MINNEAPOLIS

City: Minneapolis

Country: United States of America

Work hours/week: 40

Employment Type: Full time

Platform: WEALTH MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date: 2026-08-19

Application Deadline: 2026-10-28

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.