Director, Client Journey – Growth & Modernization

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of the complete InvestorLine client experience and drive growth results.

• Spearhead the modernization of client journeys, digital and AI integration, process streamlining, and readiness of the organization.

• Coordinate with Product, Digital, UX/CX, Marketing, Technology & Operations, Data & Analytics, Risk, and enterprise partners to achieve measurable outcomes.

• Oversee Expert Client Care, Trading & Support, and Digital Advice functionalities.

• Manage acquisition, onboarding, client engagement, service delivery, retention, and deepening of relationships.

• Set growth objectives and track client, financial, and business performance metrics.

• Leverage client feedback, complaints, behavioral data, operational insights, and market trends to pinpoint friction points and implement corrective measures.

• Direct modernization priorities, roadmaps, requirements, business cases, and investment strategies.

• Champion the adoption of digital and AI initiatives and ensure readiness for change from conception through to sustainability.

• Establish governance frameworks, decision-making forums, and executive-level reporting.

• Manage portfolio benefits, performance metrics, risks, dependencies, and value realization strategies.

• Offer business leadership and counsel to senior executives.

• Facilitate collaboration among cross-functional enterprise partners to achieve shared goals.

• Address conflicting priorities and present options, implications, and recommendations effectively.

• Create business cases and guarantee that governance reviews cover progress, outcomes, risks, and decisions.

• Convert journey priorities into enduring processes, controls, training, coaching, and performance routines.

• Set clear expectations and foster an accountable, inclusive, and high-performing culture.

• Enhance leadership capabilities and succession planning through coaching, feedback, and development strategies.

• Implement the Risk Management Framework and operate within the approved Risk Appetite and relevant policies, standards, laws, and regulations.

⛳️ Requirements

• Proven experience in leading large teams of 100 employees or more.

• Typically possess 9+ years of relevant experience along with a post-secondary degree in a related discipline, or an equivalent mix of education and experience.

• Extensive background in financial services, client journey transformation, digital channels, growth strategies, product management, or complex business delivery.

• Deep understanding of AI-enhanced capabilities, client experience methodologies, and technology-driven business and competitive outcomes.

• Demonstrated success in leading complex, cross-functional initiatives from business case development through implementation, adoption, and benefit tracking.

• Strong skills in people leadership, executive communication, influence, negotiation, and relationship management.

• Solid financial and analytical abilities, including business casing, prioritization, performance evaluation, and making data-driven decisions.

• Capacity to navigate through ambiguity, resolve conflicting priorities, and achieve results within a highly matrixed environment.

• Familiarity with Agile, Human-Centered Design, Lean, Change Management, Program Management, or analytics is advantageous.

• Client-focused, results-driven, and dedicated to fostering an inclusive culture of ownership, trust, and collective success.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Health insurance coverage.

• Tuition reimbursement options.

• Accident insurance provision.

• Life insurance benefits.

• Retirement savings plans.

• Comprehensive training and coaching programs.

• Support from management.

• Opportunities for network-building.

• Accommodations available upon request during the selection process.