Director, Customer Journey Product

Havas CX Canada; Toronto; On-site; CAD 124,000 - 152,000; Full time

Job summary

Enverta Digital, part of Havas CX Canada, is seeking a Director, Customer Journey Product to lead optimization of enterprise digital journeys across web and mobile, owning strategy, roadmap, and performance from discovery to conversion.

You will partner with Product, UX, Engineering, Architecture, Marketing, Content, Analytics, and Data teams to reduce friction, improve engagement, and deliver measurable business outcomes through data-driven experimentation and CRO.

Qualifications

• 8+ years leading enterprise digital products and customer journey optimization.
• Proven ownership of complex product roadmaps focused on customer experience.
• Strong Agile product management skills including backlog and roadmaps.
• Experience partnering with Engineering, UX, Architecture, Marketing, Content Strategy, Data and Analytics.
• Comfortable operating in a squad/Crew model and owning a portfolio of capabilities.
• Experience with journey mapping, information architecture, UX optimization, personalization and CRO.
• Knowledge of personalization, campaign management, or customer engagement platforms such as AEP/AJO/SFMC.

Responsibilities

• Own the product vision, roadmap, and backlog for enterprise digital journeys.
• Lead end-to-end optimization across web and mobile to improve engagement and conversion.
• Define information architecture and content standards for scalable experiences.
• Partner with cross-functional teams to deliver customer-centric experiences balancing business needs.
• Champion CRO through research, analytics, experiments, and performance insights.
• Establish governance and best practices for journey design with accessibility and privacy.
• Build relationships with senior stakeholders and influence priorities without direct authority.
• Lead Agile delivery with roadmaps, epics, user stories, and sprint priorities.

Skills

Enterprise digital products

Customer journey optimization

Agile product management

Stakeholder management

Executive communication

Cross-functional collaboration

Tools

Adobe Experience Platform

Adobe Journey Optimizer

Salesforce Marketing Cloud

Job description

Enverta Digital, part of Havas CX Canada, is a marketing technology and customer engagement consultancy specializing in CRM strategy, marketing operations, and MarTech enablement. We partner with leading enterprise organizations to design, implement, and optimize personalized, data-driven customer experiences across digital channels.

Backed by Havas' global network of strategy, creative, media, and technology experts, Enverta combines deep platform expertise with customer experience strategy to help organizations modernize their marketing ecosystems, accelerate digital transformation, and deliver measurable business outcomes.

Our Customer Experience team partners with leading enterprise organizations to design, modernize, and optimize digital platforms that serve millions of customers every day. We are currently seeking a Director, Customer Journey Product to lead the optimization of enterprise digital customer journeys across web and mobile experiences.

As the Director, Customer Journey Product, you will own the strategy, roadmap, and performance of end-to-end digital customer journeys, ensuring seamless experiences from discovery through conversion.

Working across Product, UX, Engineering, Architecture, Marketing, Content, Analytics, and Data teams, you will identify opportunities to reduce friction, improve engagement, and optimize digital experiences using customer insights, experimentation, and analytics.

This is a leadership role focused on customer journey optimization, digital product strategy, conversion optimization, stakeholder alignment, and Agile delivery.

What you'll do

• Own the product vision, roadmap, and backlog for enterprise digital customer journeys, driving measurable improvements in customer engagement, conversion, and overall digital experience performance.
• Lead the optimization of end-to-end customer journeys across web and mobile, identifying opportunities to reduce friction and improve the path from discovery through conversion.
• Define information architecture, digital experience strategy, landing page governance, and content standards that create consistent, scalable customer experiences across multiple business domains.
• Partner closely with Product, UX, Engineering, Architecture, Content Strategy, Marketing, Data, and Analytics teams to deliver customer-centric digital experiences that balance business objectives with user needs.
• Champion Conversion Rate Optimization (CRO) by leveraging customer research, behavioural analytics, experimentation, and performance insights to continuously improve digital experiences.
• Establish governance and best practices for customer journey design, ensuring accessibility, brand consistency, privacy, editorial standards, and regulatory requirements are incorporated throughout the customer lifecycle.
• Build trusted relationships with senior business and technology stakeholders, influencing priorities, aligning cross-functional teams, and managing complex dependencies without direct authority.
• Lead Agile product delivery by defining roadmaps, epics, user stories, and sprint priorities while ensuring teams remain focused on delivering measurable customer and business outcomes.
• Navigate ambiguity, make informed product decisions, and lead complex customer experience transformation initiatives from strategy through execution.
• Foster a culture of continuous improvement by using data, experimentation, and customer feedback to evolve digital experiences and optimize journey performance over time.

What You'll Bring

• 8+ years of experience leading enterprise digital products, customer journey optimization, digital transformation, or experience modernization initiatives.
• Proven experience owning complex product roadmaps focused on customer experience, digital engagement, or conversion optimization.
• Strong understanding of Agile product management methodologies, including backlog management, sprint planning, roadmap development, and product lifecycle management.
• Experience partnering with Engineering, UX, Architecture, Marketing, Content Strategy, Data, and Analytics teams throughout the product lifecycle.
• Comfortable operating in a squad/Crew model, owning your squad's portfolio of capabilities directly.
• Experience with customer journey mapping, information architecture, UX optimization, personalization, and Conversion Rate Optimization (CRO).
• Strong working knowledge of personalization, campaign management, or customer engagement platforms such as Adobe Experience Platform (AEP), Adobe Journey Optimizer (AJO), Salesforce Marketing Cloud, or similar enterprise marketing technologies.
• Strong analytical, stakeholder management, and executive communication skills with the ability to influence cross-functional teams without direct authority.

Additional Information

This role represents an active vacancy at Havas. You will be joining a collaborative, growth-oriented environment where ideas are encouraged and career development is supported.

The salary range for this position is CAD $90-110/hour, with final compensation determined based on factors such as work location, skills, experience, and background.

Havas uses artificial intelligence-enabled tools to support certain aspects of the recruitment process. All hiring decisions are made by our recruiting and hiring teams.