Director Digital Technical Product Owner - Communications & Digital Engagement

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 advisorswhether compliance notifications marketing campaigns document transmissions or system alertsis siloed across teams and technologies. Theres 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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.).

6. 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.

7. 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.

8. 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.

9. 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.

10. Align Strategic Communication Roadmap with Enterprise Transformation:

Synchronize communication strategy with all digital experience priorities.

Participate in enterprise governance and communications councils.

10. Additional Responsibilities:

• Discussing and determining product backlogs for each sprint and reviewing the outputs of all sprints to make sure they are in alignment with the product requirements.

• Defining and conveying the vision of what is to be built for the scrum team to address client requirements and ensure successful product for business objectives.

• Working closely with the scrum master and development team to ensure the right things to be focused on and completed during the development process.

• Following principles to write discuss and add user stories to product backlogs; prioritizing product backlogs by business values during the sprint planning meeting.

• Contributes to the product vision strategy and overall roadmap of the products being developed.

• Responsible for a suite of projects and has product accountability.

• Be open-minded and look beyond your stack to solve complex problems

• Be open-minded and look beyond existing technology to solve complex problems

• Capable for the vetting of product and service architecture and distribution through the digital channels strategy/roadmap for multiple lines of businesses / channels while also identifying emerging opportunities and target state technology.

• Build the state of the art highly scalable digital solutions as a strong visionary business technical lead and contributor across the digital and data team

• Develop software components as a hands-on contributor when necessary

• Build digital assets and drive scalable vendor solutions and enhancements

• Detail potential competitive threats from digital enterprises that are generally considered outside of the traditional realm of competition

• Identify analyze and scope digital acquisition targets with an understanding of integration requirements

• Collaborate with stakeholders involved in digital strategy and digital innovation to develop an IT investment roadmap

• Coordinate a strategic plan for leveraging integrated business architecture as part of future state vision

• Provide guidance leadership across Insurance technical community in identifying and capitalizing on transformation opportunities

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

• Strategic mindset to managing technology and product

• Understanding of data and funnel performance

• Previous experience leading and building digital tools and architecting solutions

• Strong execution experience leading large and complex initiatives

• Technical curiosity and a passion to build digitally enabled End to End solutions for clients and staff

• Ability to break complex ideas into their component features

• Defining the risk associated with the future vision and finding the appropriate balance towards our strategy

• Experience with agile methodology including setting product vision building and maintaining backlogs constructing release plans and defining product performance metrics

• Passionate for leveraging data to enable the best product

• Experience with designing creative scalable consumer products that delight clients in partnership with technology and design counterparts

• Lead through ambiguity

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

Education & Experience:

• Including or similar to: MBA / BCOM & BSc / BEng

Working Conditions

• This position will work in a hybrid office setting with a minimum of 3 days in the office

• The environment may be very fast paced requiring focused adaptable results oriented individuals with attention to detail.

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#LI-POST

#TechPJ

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

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.