Director, Client Journey, Growth & Modernization

Accountabilities:

• Own end-to-end client journey outcomes across acquisition, onboarding, engagement, service, retention, and relationship deepening, establishing annual and multi-year growth objectives and tracking performance against client, financial, and business measures.
• Use client feedback, complaints, behavioural data, operational insights, and market trends to identify friction, uncover opportunities, and drive improvements in the overall client experience and value proposition.
• Lead modernization priorities and maintain a clear roadmap of client and employee improvements aligned with broader business plans and technology architecture.
• Translate client and business needs into requirements, sequencing, business cases, investment priorities, and delivery plans while ensuring expected benefits remain measurable and achievable.
• Drive digital and AI adoption, process simplification, and organizational change from initial concept through implementation, adoption, and long-term sustainment.
• Establish governance structures, decision forums, reporting mechanisms, and portfolio management practices that enable timely decisions, transparent trade-offs, and disciplined execution.
• Orchestrate Product, UX/CX, Marketing, Technology & Operations, Data & Analytics, Business Strategy, Risk, Compliance, and other enterprise partners around shared outcomes.
• Provide strategic business leadership and advice to senior executives on client journeys, growth opportunities, modernization priorities, and emerging digital capabilities.
• Resolve competing priorities and communicate clear options, implications, recommendations, dependencies, and risks when major decisions or trade-offs are required.
• Own portfolio performance against approved client, growth, financial, and operational objectives, including business cases, resource requirements, expected returns, risks, and benefit realization.
• Partner with operational leaders to translate journey strategies into sustainable processes, controls, training, coaching, and performance routines.
• Lead and develop a large, high-performing team by establishing clear expectations, strengthening leadership capabilities, supporting succession planning, and fostering an inclusive culture of accountability and collaboration.
• Maintain strong employee relationships, identify barriers to effective performance, and align teams with current priorities and future capability requirements.
• Apply sound risk management practices, operating within approved risk appetite and applicable policies, standards, procedures, laws, and regulations.

Requirements:

• 9+ years of relevant professional experience, typically combined with a post-secondary degree in a related discipline or an equivalent combination of education and experience.
• Significant experience leading large teams, including organizations of 100+ employees.
• Extensive experience in financial services, client journey transformation, digital channels, growth, product management, or complex business delivery.
• Strong understanding of AI-enabled capabilities, client experience practices, digital transformation, and the ways technology can improve business and competitive outcomes.
• Demonstrated success leading complex, cross-functional initiatives from business case development through implementation, adoption, and measurable benefit realization.
• Strong people leadership, executive communication, influencing, negotiation, stakeholder management, and relationship-building skills.
• Strong financial and analytical capabilities, including business case development, prioritization, performance measurement, portfolio management, and data-driven decision-making.
• Ability to navigate ambiguity, manage competing priorities, resolve complex issues, and deliver outcomes within a highly matrixed environment.
• Experience with Agile, Human-Centred Design, Lean, Change Management, Program Management, or analytics is an asset.
• Strong client focus and an outcome-oriented approach, with a commitment to ownership, trust, collaboration, and inclusive leadership.
• Ability to influence senior stakeholders and coordinate diverse enterprise functions toward shared objectives.

Benefits:

• Salary range of CAD $100,000–$200,000.
• Salaried full-time position.
• Potential performance-based incentives and discretionary bonuses as part of total compensation.
• Health insurance and other employee benefits.
• Retirement savings plans.
• Tuition reimbursement opportunities.
• Accident and life insurance coverage.
• Fully remote work arrangement within Canada.
• Opportunity to lead enterprise-scale client journey, digital, AI, and modernization initiatives.
• Exposure to complex financial services transformation and cross-functional executive leadership.
• Training, coaching, leadership development, and opportunities to broaden professional capabilities.
• Opportunity to work with multidisciplinary teams across Product, Technology, Operations, Data, Marketing, Risk, and other enterprise functions.
• Inclusive and collaborative environment focused on professional growth and meaningful business impact.