Director, Client Journey Modernization

- 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.

- 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…