Royal Bank of Canada

Director, Conversational Banking

Royal Bank of Canada • $125K — $150K *
Toronto, ON M3C 0E3In-Person
Finance & Insurance
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years in technology implementation or digital transformation with a strong AI/ML focus.
  • 5+ years of leadership experience managing conversational AI development teams.
  • Expertise in enterprise-level conversational AI solution delivery, including chatbots and virtual assistants.
  • Deep knowledge of conversational AI best practices like NLP and intent recognition.
  • Proven track record in delivering large-scale AI projects in the customer service domain.
  • Strong understanding of contact center operations and key customer experience metrics.

Responsibilities

  • Develop and execute the technology roadmap for conversational banking to drive revenue and client adoption.
  • Lead a team in building high-quality conversational AI solutions, including AI architects and developers.
  • Identify and cultivate new business opportunities with key stakeholders and partners.
  • Oversee the full lifecycle of solution development from design to implementation and support.
  • Establish and manage KPIs, regularly reporting on progress and business value.
  • Integrate the latest advancements in conversational AI and customer engagement technologies into offerings.
  • Foster a culture of innovation and continuous learning within the team.

Benefits

  • Opportunity to lead and innovate within a cutting-edge technology space.
  • Work in a collaborative, high-performance team environment.
  • Access to professional development and training programs.
  • Exposure to strategic planning and client engagement on high-impact projects.
  • Influence and shape the direction of the conversational banking practice.
Full Job Description
Job Description

What is the Opportunity?

We are looking for a visionary and results driven Director of Conversational Banking with a passion for building intelligent conversational AI systems for customer experience across web and mobile platforms. You will be developing and creating innovative technology solutions powering growth and improving client experience leading a team of talented full stack developers and conversational AI engineers. This role requires a blend of strategic thinking, deep technical understanding of conversational AI platforms, strong business acumen, and exceptional leadership skills to inspire and empower a high-performing team.

WHAT WILL YOU DO?
  • Develop and execute the technology roadmap for conversational banking practice within Advice Center, Branch Technology and Martech, driving significant growth in revenue, market share, and client adoption across various industries.
  • Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high-quality conversational AI solution.
  • Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and within client organizations to expand our footprint.
  • Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support, focusing on platform-agnostic best practices.
  • Establish and manage key performance indicators (KPIs) for the practice and the delivered solutions, regularly reporting on progress and demonstrating tangible business value.
  • Stay updated of the latest advancements in conversational AI platforms, generative AI and broader customer engagement technologies, integrating new capabilities into our offerings.
  • Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques.
  • Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment.
  • Develop and implement training programs to ensure the team possesses the necessary skills in conversational AI design, architecture, and development.
  • Manage resource allocation, project prioritization, and operational efficiency within the practice.
  • Act as a trusted advisor to business partners, understanding their business challenges and translating them into effective Conversational AI solutions.


WHAT DO YOU NEED TO SUCCEED?

Must Haves:
  • 10+ years of progressive experience in technology implementation, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions.
  • 5+ years of leadership experience leading and mentoring a development and delivery team of Conversational AI developers.
  • Proven expertise and hands-on experience in leading the design, development, and delivery of large-scale, enterprise-level conversational AI solutions (e.g., chatbots, voicebots, virtual assistants).
  • Deep knowledge of conversational AI best practices, including natural language processing (NLP), intent recognition, entity extraction, conversational flow design, LLMs, MCP, AI agents etc
  • Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients, particularly in the customer service domain.
  • Ability to pivot under business pressures in a rapidly changing landscape
  • Hands on experience delivering/deploying/hardening applications and/or platforms
  • Thorough understanding of operations and SRE principles at scale
  • Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics.
  • Excellent business acumen with the ability to identify client needs, develop compelling value propositions to drive revenue growth.
  • Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams.
  • Proven ability to influence and collaborate across diverse internal and external stakeholders.
  • Strategic thinker with a strong problem-solving orientation and the ability to navigate complex business challenges.


Nice to have:
  • Experience of implementing NLU/LLM solutions for multi-modal platforms.


Job Skills
Application Development, Application Maintenance, Applications Architecture, Commercial Acumen, Enterprise Application Delivery, Information Technology Management, Information Technology Trends, Programming Languages, System Applications

Additional Job Details

Address:

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-07-29

Application Deadline:

2026-08-31
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

About Royal Bank of Canada

Royal Bank of Canada Careers

Join the dynamic team at Royal Bank of Canada (RBC), a global leader in financial services and a company committed to excellence and innovation. At RBC, we offer a wide range of job opportunities that empower professionals to shape their career paths with leadership, diversity training, and continuous growth.

Work You’ll Do

At Royal Bank of Canada, we are not just hiring; we are building a culture of innovation and leadership. Our team members are at the forefront of the financial industry, driving transformation and delivering targeted solutions that meet the evolving needs of our clients and communities.

Explore Job Opportunities and Employment at RBC

Whether you are starting your career or looking to take it to the next level, RBC offers positions that challenge your skills and fuel your ambition. From entry-level positions to leadership roles, our job opportunities span across various functions and regions. Join us and be part of a team that values professional growth and diversity.

Internship and Professional Development

Kickstart your career with an internship at Royal Bank of Canada. Our internships provide invaluable hands-on experience, networking opportunities, and insights into the financial services industry. Interns at RBC gain the skills necessary to excel and are often considered for full-time positions within the company.

Benefits and Culture

At RBC, we prioritize the well-being and satisfaction of our employees. Our benefits package is designed to support our team members at every stage of their life and career. RBC’s culture is built on a foundation of respect, integrity, and responsibility, fostering an environment where everyone can thrive.

Career Growth and Innovation

We believe in nurturing the potential of our employees through continuous learning and career development programs. At RBC, you will find endless opportunities to grow professionally through on-the-job experiences, formal training programs, and leadership development initiatives. Our commitment to innovation means we are constantly seeking out new ideas and perspectives, making RBC a perfect place for those who aim to lead and innovate.

Diversity and Inclusion

Diversity is our strength. At Royal Bank of Canada, we are committed to building an inclusive workplace where every employee feels valued and respected. Our diversity training programs are designed to educate and inspire, creating a more inclusive and equitable workplace.

Join Our Team

Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Start your journey with RBC today and be part of a world-class team known for its commitment to client service, community involvement, and innovation.

Stay Connected

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here at Royal Bank of Canada.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities awaiting you at RBC. Explore the possibilities with Royal Bank of Canada, where your future is filled with potential and the path to success is paved with countless opportunities for professional and personal growth. Join us and shape not just your career but the future of the financial industry.
Learn more about Royal Bank of Canada
Size
86,007 employees
Market Cap
$130.3 billion
Industry
Finance & Insurance
5 Year Trend
+8.7%
NASDAQ
RY
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Royal Bank of Canada

More Finance & Insurance Jobs

Find similar Director, Conversational Banking jobs:

NationwideToronto, ON