Head of Digital Service Strategy

Job Description

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.

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.

• 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.

• 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.

• 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.

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to…