Director, Customer Journey - Originations
Momentum Financial Services Group
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Benefits offered by this job
Job summary
Momentum Financial Services Group in Toronto is seeking a Director, Customer Journey - Originations to lead end-to-end origination journeys across products and channels, delivering a seamless omni-channel experience.
You will align strategy with the Journey North Star, co-chair the Journey Council, and drive value-based prioritization, governance, and continuous improvement in a regulated financial services environment. This role reports to the Head of Journey, Centre of Enablement.
Qualifications
- 12+ years in customer experience, product management, operations, or transformation leadership — with at least 3 years at Director level.
- Experience leading or transforming customer-facing application processes — pre-qualification, application, funding and onboarding in a regulated environment.
- Track record delivering complex, multi-channel servicing journeys in financial services, retail banking, or consumer lending.
- Experience leading or improving product management, product strategy, acquisition, sales or marketing.
- Experience in subprime/near-prime or underserved customer contexts.
- Proven ability to make and own cross-functional decisions.
- Experience in governance or steering forums at senior stakeholder level.
Responsibilities
- End-to-End Journey Ownership: Own origination journey across products, channels, and touchpoints for a seamless omni-channel experience.
- Value-based prioritization: Lead prioritization of initiatives based on value and impact.
- Governance, risk & compliance: Co-chair Journey Council and escalate risks to senior leadership.
- Performance improvement: Drive ongoing optimization of journey performance, including revenue and cost efficiency.
- Team leadership & collaboration: Foster cross-functional collaboration with clear priorities.
Skills
Education
Tools
Job description
At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we're the team behind Money Mart—Canada's largest non-bank branch network—and a leader in financial solutions for underserved communities.
Our strategy is simple—we aim to match the market. We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose.
Enjoy the opportunity for a discretionary bonus based on individual performance and company success.
Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.
Plan for your future with our robust retirement savings options, ensuring you're set for the long haul.
Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in-office. When you're at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day.
Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions.
This role is a cross-functional leader responsible for aligning strategy, prioritizing high-value initiatives, and driving end-to-end, customer-centric origination journeys across products and channels to deliver measurable business outcomes
This role reports into the Head of Journey, Centre of Enablement
- End-to-End Journey Ownership: Own the full Origination customer journey across products, channels, and touchpoints, ensuring a seamless, consistent, and high-quality omni-channel experience.
- Strategic Alignment & Execution: Drive alignment to the Journey North Star, ensuring a customer-centric approach while enabling omni-channel capabilities and scalable, reusable (build-once, deploy-many) solutions
- Value-Based Prioritization & Focus: Lead prioritization of initiatives based on value, ensuring teams are focused on the highest-impact work to drive optimal business and customer outcomes.
- Cross-Functional Alignment & Trade-Offs: Enable prioritization, sequencing, and trade-off decisions across products, channels, and platforms to maximize overall journey value
- Governance & Decision-Making: Co-chair the Journey Council with other Journey Leaders, driving alignment, resolving conflicts, and ensuring disciplined execution across the journey.
- Escalation & Leadership Alignment: Surface key risks, dependencies, and trade-offs, and in collaboration with the Project Management Office
- Escalate to senior leadership (CLT) as required to enable timely decision-making.
- Regulatory & Compliance Oversight: Ensure all journey initiatives adhere to regulatory, risk, and compliance requirements.
- Continuous Improvement & Performance Management: Drive ongoing optimization of journey performance across speed, quality, and experience, delivering measurable outcomes including revenue growth, cost efficiency, and customer satisfaction.
- Contribute to the evolution and optimization of the Journey operating model in collaboration with other journey stakeholders
Team Health & Collaboration: Foster strong cross-functional collaboration and ensure teams are set up for success with clear priorities and direction.
- Product Owner/Product Manager (POPM): demonstrates fluency in scaled agile frameworks and the ability to operate effectively within a large, multi-team delivery environment
- Certified SAFe Lean Portfolio Manager (LPM): ability to connect journey strategy to portfolio-level investment and prioritization decisions
- PROSCI Change Management Certification or equivalent: navigating organizational change is central to this role; formal change management capability is highly valued
- Negotiation & Influence certification: this role operates without direct authority; structured negotiation skills are essential for driving alignment across competing stakeholder priorities
- Customer Experience Certifications / Credentials reinforces customer obsession with formal methodology
- 12+ years in customer experience, product management, operations, or transformation leadership — with at least 3 years at Director level
- Demonstrated experience leading or transforming customer-facing application processes — pre-qualification, application, funding and onboarding in a regulated environment
- Track record of delivering complex, multi-channel servicing journeys — ideally in financial services, retail banking, or consumer lending
- Experience leading or significantly improving one or more of the following functions: product management, product strategy, acquisition, sales or marketing
- Experience in a subprime, near-prime, or financially underserved customer context — a genuine understanding of vulnerability, hardship, and responsible lending obligations
- Proven ability to make and own cross-functional decisions — not just coordinate between functions
- Experience operating in a governance or steering forum at senior stakeholder level
- Experience in lending, credit, or consumer finance — origination, application or onboarding is preferred
- Prior experience redesigning or transforming origination processes — moving from siloed, channel-specific models to integrated, customer-led journeys
- Familiarity with SAFe or equivalent scaled agile frameworks applied in an financial services set-up
- Experience owning a customer NPS, customer effort score, or complaints metric — and demonstrably improving it
- Track record of optimizing origination outcomes such as funnel through-put, conversion rates, frictionless application and onboarding processes and cost-to-acquire
- Customer obsession — ability to hold the customer's experience as the organizing principle of all delivery decisions, particularly for customers in vulnerable or hardship situations
- Origination fluency — understands how origination processes work end-to-end, including the handoffs, constraints, and failure points across technology, digital and retail channels, and back-office
- Commercial acumen — understanding of how journey performance connects to business outcomes, including cost-to-acquire, conversion rates, customer retention rates, and lifetime value, without needing to own the P&L
- Stakeholder influence — able to challenge, align, and bring along channel heads, PMs, risk leads, and the Leadership team without direct authority over all of them
- Data literacy — reads servicing funnel data, NPS trends, complaints volumes, and capacity bands fluently and uses them to drive decisions
- Regulatory awareness — understands the regulatory environment, vulnerable customer obligations, collections conduct standards, and what compliance delivery looks like in a lending and servicing context
- Enterprise Mindset: Ability to make decisions that optimize for the overall journey and customer outcome, rather than individual product or channel interests.
- Influence & Stakeholder Alignment: Ability to build trust and drive alignment across functions without relying on direct authority.
- Navigating Ambiguity: Ability to operate effectively in a maturing operating model, creating clarity and structure where it does not yet exist.
- Accountability & Executive Communication: Ability to own outcomes, surface risks and issues early, and communicate with clarity and candor to senior stakeholders.
- Customer-Centric Thinking: Ability to anchor decisions in the customer experience, especially when balancing commercial and operational pressures.
- Cross-Functional Collaboration: Ability to build strong working relationships across the organization and contribute to a high-performing journey community.
- Continuous Improvement Orientation: Ability to identify and drive opportunities to make the journey faster, simpler, and more valuable for customers and the business.
Bachelor's degree in business, Finance, Technology or a related field required
Master's degree is an asset
Salary: The salary range for this position is between C$ 150,000 to C$ 160,000
MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process. If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, MFSG will work with you to determine how to meet your needs.
At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada's Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable.
This posting is for a current position within our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities.
We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.
Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.
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