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.