Director, Client Journey, Growth & Modernization

📋 Description

• Own end-to-end client journey outcomes across acquisition, onboarding, engagement, service
• Use client feedback, complaints, behavioural data, operational insights, and market trends to
• Lead modernization priorities and maintain a clear roadmap of client and employee improvements
• Translate client and business needs into requirements, sequencing, business cases, investment
• Drive digital and AI adoption, process simplification, and organizational change from initial
• Establish governance structures, decision forums, reporting mechanisms, and portfolio management

🎯 Requirements

• 9+ years of relevant professional experience, typically combined with a post-secondary degree in a
• Significant experience leading large teams, including organizations of 100+ employees.
• Extensive experience in financial services, client journey transformation, digital channels
• Strong understanding of AI-enabled capabilities, client experience practices, digital
• Demonstrated success leading complex, cross-functional initiatives from business case development
• Strong people leadership, executive communication, influencing, negotiation, stakeholder

🎁 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.