Manager, Journey Enablement, Acquire and One Client

Final date to receive applications: 11/06/2026 Address: 33 Dundas Street West Job Family Group:
Strategy & Change The successful candidate will:

We are seeking a manager to join the Acquire & One Client Journey Enablement team within Business Banking. This role will lead initiatives that are focused on accelerating new-to-bank acquisitions and deepening existing client relationships. The successful candidate will identify and execute opportunities to enhance the end-to-end client journey, leading strategic initiatives from opportunity identification through implementation, adoption, and benefits of realization.

They will leverage journey performance insights to uncover growth opportunities, improve client and employee experiences, and deliver process and digital enhancements in close partnership with Technology and Digital teams. Through a combination of strategic thinking, analytics, and execution excellence, this role will help shape the future-state experience for Business Banking customers. This is a business-led transformation role, focused on supporting the execution of the Business Banking strategy, contributing to business cases, and designing and implementing business processes and service improvements to achieve target business outcomes.

Own specific Acquire and One Client outcomes and performance measures, ensuring initiatives deliver measurable improvements for clients, employees and the business. Support the development of dashboards and reports to track journey outcomes such as new client growth across channels, acquisition costs by channel, completion and abandon rates, conversion rate, attrition, funnel health, PPC, and cross-bank penetration (e.g. personal and wealth segments).

Develop business cases, recommendations, process designs and implementation plans to support journey priorities and strategic objectives. Independently manage multiple concurrent projects and work streams, balancing competing priorities while maintaining delivery quality and stakeholder alignment. Identify, assess and prioritize onboarding pain points, operational inefficiencies and client experience challenges, developing practical solutions that improve performance and simplify processes. Partner with Product, Operations, Digital, Technology, Frontline teams and Business Governance partners to define requirements, resolve issues and execute changes.

Drive accountability for delivery by coordinating stakeholders, resolving obstacles and ensuring agreed actions are completed. Assists in the development of strategic plans. Designs and produces regular and ad-hoc reports, and dashboards. Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.

Leads or participates in defining the change/communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels. Develops and documents processes, procedures, etc. and/ or end-user materials. Assists with the documentation of end user materials. Assists with training and transition of processes and tools/templates to appropriate process owners. Designs processes based on business requirements and best practices.

Ensures the processes adhere to applicable risk, regulatory and compliance requirements. Streamlines, simplifies and continuously improves existing processes. Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders. Ensures all processes meet established standards, effectively…