Director, Customer Experience, Growth & Modernization
New
J
JobgetherFinancial Services
CanadaFull-TimeDirector
SalaryCAD $100,000–$200,000, with total compensation potentially including performance or discretionary bonuses and other rewards.
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Job Details
- Experience
- 9+ years of relevant professional experience
- Required Skills
- Product ManagementAgile methodologiesChange ManagementData analytics
Requirements
- 9+ years of relevant professional experience, combined with a post-secondary degree or equivalent.
- Significant leadership experience managing large teams, ideally 100+ employees.
- Extensive experience in financial services, customer journey transformation, digital channels, or product management.
- Proven track record leading complex, cross-functional initiatives from business case to benefits realization.
- Strong understanding of AI-enabled capabilities and customer experience best practices.
- Strong financial and analytical skills, including business cases and investment prioritization.
- Excellent executive communication, influencing, and stakeholder management skills.
- Ability to navigate ambiguity and deliver results in a complex matrix organization.
- Familiarity with Agile methodologies, human-centered design, Lean improvement, or change management is an asset.
Responsibilities
- Own the end-to-end customer journey and growth outcomes including acquisition, onboarding, service, and retention.
- Establish annual and multi-year growth objectives and monitor performance against customer, financial, and operational KPIs.
- Identify pain points and prioritize improvement opportunities using behavioral data, feedback, and market trends.
- Lead modernization priorities and digital and AI adoption across the enterprise.
- Develop business cases, investment roadmaps, and requirements for delivery teams.
- Drive governance, portfolio management, and benefits realization for large-scale transformation programs.
- Provide strategic advice to senior executives on growth, digital opportunities, and emerging capabilities.
- Lead and mentor large, cross-functional teams while fostering an inclusive and accountable culture.
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