What is the opportunity?

Avion Rewards is Canada's leading proprietary loyalty program recognized with multiple international awards. Client experience across offline and online service touchpoints is a key pillar within Avion Rewards and underpins RBC's industry-leading premium travel credit card portfolio.

As the program expands with enhanced focus on travel verticals—including car rentals, hotel accommodations, and related services—there is significant opportunity to elevate these offerings. The successful candidate will execute the Avion Rewards Client Service Strategy, lead specific travel verticals to drive growth and engagement, and maintain competitiveness of RBC's premium travel cards portfolio. This includes end-to-end service experience optimization, AI service strategy development, and serving as the key strategic lead on strategy articulation.

What will you do?

• Lead cross-functional teams to define service roadmaps integrating offline and online touchpoints with seamless client journeys; define and lead all work related to new offline models and assessments

• Own specific travel verticals (car, hotel, and related services) to enhance product quality and competitive positioning

• Develop and execute AI service strategy, including intelligent service tools and virtual assistants to enhance client engagement

• Design end-to-end service lifecycle from ideation through implementation, testing, launch, and ongoing optimization

• Serve as primary lead for developing and presenting strategy decks to executive leadership, communicating service vision, AI roadmap, business cases, and performance metrics

• Analyze market trends and emerging technologies to identify service innovation opportunities across digital and human-centered delivery

• Develop service specifications and prioritize enhancements based on business value, client impact, and alignment with Cards and Loyalty goals

• Facilitate agile service development, ensuring collaboration among service teams, technology partners, and business units

• Explore new service delivery models and AI applications to identify client needs and competitive opportunities

• Manage key external partner relationships and technology vendors focused on service platforms and AI solutions

• Oversee P&L management, tracking KPIs across service efficiency, client satisfaction, and channel performance

• Support quarterly and annual business reviews and strategic planning processes

What do you need to succeed?

Must have:

• Proven cross-functional leadership executing complex service or digital transformation projects

• Strategic mindset with ability to balance high-level thinking and detailed problem solving

• Agile operating approach in fast-paced environments

• Strong experience developing strategy decks and executive presentations

• Balance of technical knowledge (AI/digital), business acumen, and customer-first mindset

• Strong stakeholder management across internal and external partners

• Minimum 5 years in service strategy, customer experience, loyalty, consulting, or related fields

• Proven ability to influence across peers and executives through well-articulated strategies

• Demonstrated KPI-driven management

Nice to have:

• Experience designing and implementing multi-channel service strategies

• Prior experience in the credit cards, loyalty space or travel industry

• Financial modeling and analysis capabilities

• AI/ML application experience

• MBA degree

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

Job Skills

Engineering - MFG, Manufacturing, Operational Delivery, Performance Management (PM), Product Development Lifecycle, Product Manufacturing, Product Services, Product Testing, Quality Management, Team Management, Technical Sales

Additional Job Details

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTOTorontoCanada37.5Full timePERSONAL & COMMERCIAL BANKINGContract (Fixed Term)Salaried2026-02-182026-03-05

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.