Director, Customer Engagement Platforms

Community Trust Company; Canada; On-site; CAD 140,000 - 190,000; Full time

Benefits offered by this job

Health benefits

Hybrid work

Paid vacation

Career development

Community involvement

Diversity

Job summary

Questrade Financial Group of Companies is seeking a Director, Customer Engagement Platforms to lead end-to-end lifecycle, stability, and modernization of its core engagement platforms, including CRM, marketing automation, loyalty, and CIAM.

You will guide a multi-disciplinary team through a transition to a modular, cloud-native architecture, while optimizing vendor relationships and platform costs to support growth and enhance customer experiences.

Qualifications

• Bachelor’s degree of Computer Science, Engineering, Information Technology or related field.
• Masters degree in Business Administration (MBA) or related advanced technical field.
• 8+ years of progressive technology leadership experience.

Responsibilities

• Define and execute a multi-year technology roadmap for modern, modular platform architecture.
• Oversee end-to-end lifecycle, stability, and performance of CRM, marketing automation, loyalty, and CIAM.
• Lead Agile delivery across multi-disciplinary engineering teams, enabling rapid value delivery.

Skills

Technology leadership

Agile delivery

Cross-functional collaboration

Vendor management

Platform modernization

Security governance

Data-driven KPIs

Education

Bachelor’s degree in CS/Engineering/IT

MBA or advanced degree

Tools

Salesforce

AWS

Adobe

Job description

North American Centre, 5700 Yonge St #210B, North York, ON M2M 4G3, Canada

Job Description

Posted Wednesday, July 22, 2026 at 4:00 AM

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs

Paid vacation, personal, and sick days for work-life balance

Competitive compensation and benefits packages

Work-life balance in a hybrid environment with at least 3 days in office

Career growth and development opportunities

Opportunities to contribute to community causes

Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Director, Customer Engagement Platforms. Could It Be You?

The Director, Customer Engagement Platforms is a key technology leadership role responsible for the end-to-end lifecycle, stability, and modernization of Questrade's core engagement platforms. This role drives the strategic transition from legacy systems to a modern, modular, and composable architecture while overseeing critical platforms like CRM, marketing automation, loyalty, and Customer Identity & Access Management (CIAM). Leading a multi-disciplinary team, the Director scales Agile delivery models and optimizes vendor relationships and platform costs to support organizational growth and deliver seamless customer experiences.

In this role, responsibilities include but are not limited to:

Strategic Platform Modernization: Define and execute a multi-year technology roadmap that transitions legacy systems into a modern, modular, and composable platform architecture, aligning technology investments with business growth objectives.

Operational Excellence & Stability: Oversee the end-to-end technology lifecycle, run stability, performance, and high availability of critical customer engagement platforms (including CRM, marketing automation, loyalty, and CIAM).

Agile & Product-Based Delivery: Champion and scale modern agile delivery frameworks across multi-disciplinary engineering and platform teams, ensuring rapid, iterative value delivery and high-quality software engineering practices.

Vendor & Financial Management: Manage strategic relationships with major technology vendors, negotiating licenses, monitoring cloud consumption costs, and optimizing platform ROI to ensure fiscal responsibility.

Cross-Functional Collaboration: Partner closely with business stakeholders across marketing, product, and operations to align platform capabilities with organizational strategies and customer-experience goals.

Talent & Team Leadership: Lead, coach, and build a high-performing engineering and operational team, fostering a culture of continuous learning, accountability, and psychological safety.

Architectural & Security Governance: Ensure all platform designs and integrations adhere to enterprise security standards, data privacy regulations, and robust system architecture principles.

Data-Driven Optimization: Establish and monitor key performance indicators (KPIs) related to platform stability, operational efficiency, and deployment velocity to drive continuous system and process improvements.

Have a Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field; or equivalent practical experience.

Have 8+ years of progressive experience in technology leadership, with a proven track record of managing enterprise-scale software platforms or engineering teams.

Have demonstrated experience leading multi-year legacy migration or digital transformation projects (e.g., transitioning to composable, modular, or cloud-native architectures).

Have hands‑on knowledge of managing high-volume customer engagement technologies (e.g., Enterprise CRM, Marketing Automation, Integration layers, or CIAM/Identity platforms).

Have proven experience leading multi-disciplinary engineering and operational teams within Agile or product-led operating models.

Have strong people leadership experience, specifically with hiring, coaching, and developing high-performing technical teams.

Have a Master’s degree in Business Administration (MBA), Computer Science, or a related advanced technical field.

Have experience managing platform costs, vendor negotiations, and SaaS/Cloud consumption licensing (e.g., Salesforce, Adobe, AWS).

Have experience in highly regulated industries such as Fintech, Banking, or Financial Services.

Have relevant certifications in Agile methodologies (e.g., Scrum, SAFe) or cloud infrastructure.

#LI-Hybrid

#LI-BB1

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence- not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

North American Centre, 5700 Yonge St #210B, North York, ON M2M 4G3, Canada