Director, Client Journey Modernization

Defines, prioritizes and orchestrates change.

Owns the end-to-end Investor Line client journey and growth outcomes, ensuring clients receive a seamless, digitally enabled experience that improves satisfaction, engagement, retention and sustainable growth.

Leads journey modernization, digital and AI enablement, process simplification and organizational readiness. Aligns Product, Digital, UX/CX, Marketing, Technology & Operations, Data & Analytics, Risk and other enterprise partners around clear priorities and measurable outcomes.

Leads Expert Client Care, Trading & Support and Digital Advice capabilities. Sets business priorities and required outcomes, while influencing the enterprise teams that own delivery capabilities and platforms.

• Owns outcomes across acquisition, onboarding, engagement, service, retention and relationship deepening for self-directed investing clients.
• Establishes annual and multi-year growth targets and monitors performance against agreed client, financial and business measures.
• Uses client feedback, complaints, behavioural data, operational insights and market trends to identify friction, prioritize opportunities and initiate corrective action.
• Identifies opportunities to strengthen the value proposition through advice, digital capabilities, differentiated service and One Client partnerships.

• Owns business modernization priorities and the roadmap of client and employee improvements, ensuring alignment with enterprise plans and architecture.
• Translates client and business needs into clear requirements, sequencing, business cases and investment priorities for delivery partners.
• Leads digital and AI adoption, process simplification and change readiness from concept through implementation and sustainment.
• Establishes governance, decision forums and reporting that enable timely decisions, transparent trade-offs and disciplined execution.
• Owns expected portfolio benefits and addresses dependencies or barriers that could affect delivery or value realization.

• Provides business leadership and advice to the Head and senior leaders on client journeys, growth, modernization and emerging digital opportunities.
• Orchestrates Product, UX/CX, Marketing, Technology & Operations, Data & Analytics, Business Strategy, Risk and Compliance around shared outcomes.
• Resolves competing priorities and presents clear options, implications and recommendations when decisions or trade-offs are required.
• Represents the business in enterprise forums and builds relationships that accelerate delivery and adoption of relevant best practices.

• Owns portfolio performance against approved client, growth, financial and operational outcomes.
• Develops business cases based on client need, available options, resource requirements, risk and expected return.
• Ensures governance forums review progress, outcomes, risks and decisions through concise executive reporting.
• Partners with operational leaders to translate journey priorities into sustainable processes, controls, training, coaching and performance routines.

• Sets clear expectations and builds an accountable, inclusive and high-performing culture grounded in client focus, ownership and collaboration.
• Develops leadership capability and succession depth through coaching, candid feedback, development plans and differentiated talent management.
• Maintains two-way relationships with employees to understand barriers, improve the work environment and identify opportunities.
• Aligns teams to related work and future capability needs, with clear accountabilities and collaboration points.

• Takes…