Director, Client Journey, Growth & Modernization

Role Overview

The Director, Client Journey, Growth & Modernization owns the end-to-end InvestorLine client journey and growth outcomes, ensuring clients receive a seamless, digitally enabled experience that improves satisfaction, engagement, retention, and sustainable growth. The role leads journey modernization, digital and AI enablement, process simplification, and organizational readiness.

What You Will Do

The Director will own outcomes across acquisition, onboarding, engagement, service, retention, and relationship deepening for self-directed investing clients. They will establish annual and multi-year growth targets and monitor performance against agreed client, financial, and business measures.

Why It Might Be a Fit

The ideal candidate will have experience leading large teams, typically 9+ years of relevant experience, and a post-secondary degree in a related field. They will have a strong understanding of AI-enabled capabilities, client experience practices, and how technology can improve business and competitive outcomes.

Requirements

• Experience leading large teams (100 employees or more)
• Typically 9+ years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience
• 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, and how technology can improve business and competitive outcomes
• Proven success leading complex, cross-functional initiatives from business case through implementation, adoption, and benefit realization
• Strong people leadership, executive communication, influence, negotiation, and relationship-management capability
• Strong financial and analytical skills, including business casing, prioritization, performance measurement, and data-driven decisions
• Ability to navigate ambiguity, resolve competing priorities, and deliver outcomes in a highly matrixed environment
• Experience with Agile, Human-Centred Design, Lean, Change Management, Program Management, or analytics is an asset
• Client-centric, outcome-oriented, and committed to an inclusive culture of ownership, trust, and shared success

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans

Tagged as: Change Management, Data Analysis