Director, Client Journey, Growth – Modernization

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

📋 Description

• Take charge of the complete InvestorLine client journey and growth objectives.

• Spearhead journey modernization, digital and AI integration, process simplification, and organizational readiness.

• Coordinate with Product, Digital, UX/CX, Marketing, Technology & Operations, Data & Analytics, Risk, and enterprise partners to align on priorities and measurable results.

• Lead the Expert Client Care, Trading & Support, and Digital Advice functions.

• Oversee acquisition, onboarding, engagement, service, retention, and relationship enhancement for self-directed investing clients.

• Set growth targets and track client, financial, and business performance indicators.

• Utilize client feedback, complaints, behavioral data, operational insights, and market trends to pinpoint friction points and opportunities.

• Manage modernization priorities and the roadmap for client and employee enhancements.

• Convert client and business needs into requirements, sequencing, business cases, and investment priorities.

• Drive digital and AI adoption, process simplification, and readiness for change through implementation and sustainability efforts.

• Establish governance structures, decision-making forums, and executive reporting mechanisms.

• Manage portfolio benefits while addressing delivery dependencies and obstacles.

• Provide counsel to senior leaders regarding client journeys, growth, modernization, and digital opportunities.

• Coordinate cross-functional enterprise partners towards shared objectives.

• Resolve conflicting priorities and present options, implications, and recommendations.

• Oversee portfolio performance concerning client, growth, financial, and operational results.

• Develop business cases and ensure governance reviews cover progress, outcomes, risks, and decisions.

• Collaborate with operational leaders to create sustainable processes, controls, training, coaching, and performance routines.

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

• Build leadership capability and succession depth through coaching, feedback, and development plans.

• Maintain open employee relationships and align teams with future capability needs.

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

⛳️ Requirements

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

• Typically requires 9+ years of relevant experience.

• A post-secondary degree in a related field, or a comparable combination of education and experience.

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

• Strong understanding of AI-driven capabilities, client experience practices, and how technology can enhance business and competitive results.

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

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

• Excellent financial and analytical skills, including business casing, prioritization, performance measurement, and data-driven decision-making.

• Ability to navigate uncertainty, resolve conflicting priorities, and achieve results in a highly matrixed environment.

• Experience with Agile, Human-Centered Design, Lean, Change Management, Program Management, or analytics is a plus.

• Client-focused, outcome-oriented, 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 and life insurance benefits.

• Retirement savings plans.

• Comprehensive training and coaching programs.

• Manager support available.

• Opportunities for networking and relationship building.

• Workplace accommodations are available upon request.