Senior Director - Client & Employee Experience Strategy

Job Description

WHAT IS THE OPPORTUNITY?Transform how clients and employees experience RBC properties globally. You’ll create workplaces where clients deepen relationships and employees collaborate, connect, and grow—driving occupancy while eliminating workplace disparities across our portfolio. This role addresses a critical business challenge: inconsistent experiences that affect client retention, employee engagement, and portfolio performance. You’ll establish the foundation for scalable, repeatable excellence that supports business growth across Commercial Banking, Wealth Management, and Capital Markets. Operating as an individual contributor, you’ll drive enterprise outcomes through exceptional ability to navigate complexity and influence without authority. If you excel at turning strategic vision into tangible results that people can see and feel every day, this is your opportunity.WHAT WILL YOU DO?

• Define persona needs and hospitality standards that enable client relationship deepening and employee productivity across all property types and user segments
• Establish consistent global experience standards that create instantly recognizable RBC environments while respecting regional adaptation and functional requirements
• Set beacon locations as global models and cascade systematically to satellite locations, integrating design, hospitality, and technology seamlessly
• Drive employee culture activation by creating workplaces employees want to come to—designing experiences that prove workplace investment drives retention, performance, and business outcomes
• Develop comprehensive amenities and hospitality strategies that increase portfolio utilization while enhancing both client and employee satisfaction
• Lead cross-platform initiatives on hospitality, accessibility, and amenities—partnering with HR on employee experience, business lines on client journeys, and Finance on investment prioritization
• Test workplace concepts through rigorous pilots, knowing when to pivot and scaling what works across the enterprise
• Navigate complex matrixed environments to influence enterprise outcomes across competing agendas and multiple business lines without direct authority

WHAT DO YOU NEED TO SUCCEED?Must have:

• 12-15 years experience in corporate real estate, workplace strategy, client experience, or hospitality management
• Proven track record influencing enterprise outcomes without direct authority in complex matrix organizations
• Deep expertise in workplace design, service delivery, hospitality operations, and experience measurement
• Analytical rigor with data interpretation, business case development, and ROI quantification capabilities
• Exceptional stakeholder management with senior executives across competing agendas and multiple business lines

Nice-to-have:

• Global mindset balancing enterprise consistency with regional adaptation and cultural considerations
• Experience navigating Commercial Banking, Wealth Management, and Capital Markets environments
• Background in large-scale transformation programs within publicly-traded financial institutions
• Strategic thinking with excellent interpersonal skills to facilitate between and influence key decision makers

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.In this role, you’ll shape the future of work at a global scale, directly impacting how thousands of employees and clients experience RBC every day. You’ll have the autonomy to innovate, the platform to influence enterprise strategy, and the opportunity to establish standards that will define workplace excellence for years to come. Your work will be visible across the organization and measurable through occupancy improvements, client satisfaction, and employee engagement metrics.Job SkillsCustomer Service Management, Detail-Oriented, Interpersonal Relationships, Lease and Property Management - Real Estate, Real Estate Brokerage Management, Real Estate Closings, Real Estate Practice, Risk ManagementAdditional Job Details

Address:

BAY WELLINGTON TOWER, 181 BAY ST:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

CHIEF LEGAL & ADMIN OFFICE GRP

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-07-27

Application Deadline:

2026-08-11Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date aboveOur Employment OpportunitiesAt 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.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.