Director, Consumer Insights Transformation

What is the opportunity?

The Director, Consumer Insights Transformation, on RBC’s Customer Experience Design & Insights (CXDI) team is a strategic role responsible for developing a truly integrated, holistic consumer understanding to inform RBC’s top priorities and customer experience strategies. This role will lead high-impact customer experience (CX) and research initiatives with the goal of delivering intuitive and seamless experiences for RBC’s customers.

The CXDI team supports Personal Banking and Commercial Banking by providing timely and actionable insights to deliver personalized customer experiences, and to create more integrated customer journeys across channels, enabling our product, segment, and regional teams to deepen relationships and drive premium growth. This role will collaborate closely with the CXDI and other leadership teams to help embed customer-centricity throughout the organization and to drive RBC’s customer-in mindset.

This role requires 4 days in office with 1 remote day to help foster a collaborative work environment.

What will you do? 

• Lead the evolution of RBC's consumer insights practice by developing strategies that enable the triangulation of multiple sources of insight at scale.
• Enable a deeper understanding of customer needs that goes beyond traditional channel insights to consider all inputs to the customer experience, including those related to product, policy and process.
• Leverage mixed method customer research and data analytics to develop and maintain a holistic understanding of RBC customers’ needs and contexts.
• Act as a strategic storyteller, providing consistency and simplicity in our customer experience insights across a variety of audiences (CE&D Team, Leadership, Operating Committee, etc.)
• Support additional research and CX responsibilities as needed, including contributing to special projects, operational coordination, and cross-functional initiatives to ensure alignment with leadership priorities and organizational goals.

What do you need to succeed?

Must-have:

• Minimum of 8+ years of progressive experience in Consumer Research and CX leadership.
• A proven track record of leading global, cross-functional transformation as a change agent in a highly matrixed organization (financial services or a similar industry).
• A strong background in consumer insights, market research, and CX measurement & analysis, with the ability to interpret ambiguous data and translate it into actionable business strategies.
• Ability to collaborate across teams to influence product development and marketing decisions, ensuring our products and services resonate with consumers.
• Strong consultative skills and demonstrated ability to provide advice and expertise on multiple complex, high impact, and mission critical initiatives simultaneously
• Strong executive presence with the ability to influence and inspire senior leaders, stakeholders, and diverse teams.
• Exceptional communication, stakeholder engagement, and change management skills.
• Undergraduate Degree is required with a preference for a degree in Consumer Research, Behavioral Science, Analytics or related fields.

Nice-to-have

• Professional CX designations or equivalent

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.

• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work and take on progressively greater accountabilities

Job Skills

Adaptability, Commercial Acumen, Communication, Decision Making, Group Problem Solving, Long Term Planning, Managerial Courage, Organizational Leadership, Strategic Thinking

Additional Job Details

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTOTorontoCanada37.5Full timePERSONAL & COMMERCIAL BANKINGRegularSalaried2026-03-022026-03-17

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.

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.