Directeur(trice), Expérience client, croissance et modernisation

CanadaRemoteFull-timemid

OtherClient

1 views0 saves0 applied

Apply Now

Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Experience, Growth & Modernization based in Canada.

Technical Tools

OtherClient

This is a senior leadership role responsible for the end-to-end customer journey and growth strategy for a major digital investment platform.
You will lead initiatives spanning customer experience, digital adoption, AI, process simplification, modernization, and organizational change.
The role brings together Product, UX/CX, Marketing, Technology, Operations, Data & Analytics, Risk, and other enterprise teams around measurable priorities.
You will shape multi-year strategies, investment roadmaps, business cases, and transformation programs while ensuring benefits are delivered.
The position combines strategic leadership with hands-on portfolio oversight, executive influence, and cross-functional decision-making.
You will also lead large customer-facing teams and build an inclusive, accountable culture focused on performance and continuous improvement.
This is an opportunity to influence the future of digital investing within a complex, highly regulated financial services environment.

Own the end-to-end customer journey and growth outcomes, covering acquisition, onboarding, engagement, service, retention, and relationship development for self-directed investors.
Establish annual and multi-year growth objectives and monitor performance against customer, financial, and operational KPIs.
Use customer feedback, complaints, behavioral data, operational insights, and market trends to identify pain points, prioritize opportunities, and implement improvements.
Lead modernization priorities and customer and employee experience roadmaps, ensuring alignment with enterprise strategy, technology architecture, and investment priorities.
Translate customer and business needs into clear requirements, business cases, implementation sequencing, and investment recommendations for delivery teams.
Drive digital and AI adoption, process simplification, change readiness, implementation, and long-term adoption across the organization.
Establish governance structures, decision-making forums, reporting mechanisms, and portfolio management practices that enable transparent prioritization and disciplined execution.
Own portfolio benefits realization, proactively managing dependencies, risks, and obstacles that could affect delivery, financial outcomes, or customer value.
Provide strategic advice to senior executives on customer journeys, growth, modernization, digital opportunities, and emerging capabilities.
Coordinate cross-functional teams across Product, UX/CX, Marketing, Technology, Operations, Data & Analytics, Corporate Strategy, Risk, and Compliance.
Lead and develop large teams by setting clear expectations, coaching leaders, strengthening succession plans, and fostering an inclusive, accountable, and collaborative culture.
Ensure transformation priorities are translated into sustainable operating processes, controls, training, enablement, and performance-management routines.
Manage risk within established frameworks, policies, regulations, and approved risk appetite while maintaining strong business momentum.

Requirements

~1 min read

9+ years of relevant professional experience, combined with a post-secondary degree in a related discipline or an equivalent combination of education and experience.
Significant leadership experience managing large teams, ideally 100+ employees.
Extensive experience in financial services, customer journey transformation, digital channels, growth, product management, or complex business transformation.
Proven track record leading complex, cross-functional initiatives from business case development through implementation, adoption, and benefits realization.
Strong understanding of AI-enabled capabilities, customer experience practices, and the application of technology to improve business performance and competitiveness.
Strong financial and analytical capabilities, including business cases, investment prioritization, performance measurement, and data-driven decision-making.
Excellent executive communication, influencing, negotiation, stakeholder management, and relationship-building skills.
Ability to navigate ambiguity, balance competing priorities, and deliver results within a complex matrix organization.
Experience with Agile methodologies, human-centered design, Lean improvement, change management, program management, or analytics is an asset.
Strong customer and results orientation, with a demonstrated commitment to inclusive leadership, accountability, trust, and collective success.