Director Customer Journey Strategy

Fidelity Canada; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading financial services firm in Toronto is seeking an experienced individual to lead customer journey strategies and manage a high-performing team. The role includes working closely with senior leaders to align strategies with business goals and optimize customer experiences. Candidates should have strong digital strategy and data-driven insights skills, along with experience in team leadership and lifecycle marketing.

Benefits

Flexible working arrangements

Competitive total compensation

Comprehensive health benefits

Mental health services support

Parental leave top-up

Home office equipment allowance

Generous time off for volunteering

Diversity and inclusion programs

Professional development opportunities

Qualifications

• 7–10 years in digital strategy, customer experience, or lifecycle marketing.
• 3+ years leading high-performing teams in complex organizations.
• Strong expertise in customer lifetime value growth and digital personalization.

Responsibilities

• Build and own customer journey strategy and multi-year roadmap.
• Collaborate with MarTech, IT, and analytics partners to leverage platforms.
• Lead and develop a high-performing team focused on innovation.

Skills

Digital strategy

Customer experience

Lifecycle marketing

Team leadership

Data literacy

Tools

MarTech platforms

CRM systems

Data analytics tools

Job description

Job Description

Current work authorization for Canada is required for all openings.

You will be working on a hybrid schedule as part of Fidelity’s dynamic working arrangement.

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

What You’ll Do

• Build and own Fidelity Canada’s customer journey strategy and multi-year roadmap.
• Translate growth objectives into prioritized lifecycle journeys and personalization strategies.
• Partner with senior leaders to align customer experience strategies with enterprise business goals.

Journey Orchestration & Delivery

• Design and optimize personalized journeys across web, mobile, push notifications, email, paid media, and personalization.
• Oversee and scale agile operating models (intake, prioritization, iterative delivery) to accelerate execution against business goals.
• Focus on high-value lifecycle moments, removing friction and improving customer engagement to achieve business goals.

Technology & Data Enablement

• Collaborate with MarTech, IT, and analytics partners to leverage platforms and data for journey orchestration at scale.
• Govern delivery processes and ensure customer journey platforms support business priorities.
• Use data-driven insights and experimentation frameworks (A/B testing, journey analytics) to continuously improve outcomes.

People Leadership

• Lead and develop a high-performing team of strategists, delivery managers, and digital insights professionals.
• Foster a culture of innovation, accountability, and continuous improvement.
• Equip the team with the tools and skills to stay ahead of evolving digital and customer engagement trends.

What We’re Looking For

• 7–10 years in digital strategy, customer experience, or lifecycle marketing.
• 3+ years leading high-performing teams in complex, fast-paced organizations.
• Proven success delivering integrated, cross-channel customer journey strategies.
• Strong expertise in customer lifetime value growth, lifecycle marketing, and digital personalization.
• Deep knowledge of MarTech platforms such as journey orchestration platforms, CRM, CDP, and analytics.
• Hands‑on experience working within and overseeing agile delivery models (scrum, etc.).
• Excellent influencing, communication, and executive stakeholder management skills.
• Strong data literacy with the ability to translate insights into business action.
• Experience in financial services, fintech, or wealth management is a strong asset.

Benefits

• Flexible working arrangements - 100% remote, hybrid, and in-office options.
• Competitive total compensation, including company contributions to your group RRSP.
• Comprehensive health benefits starting on your first day, with 100% employer‑paid premiums.
• Up to $5,000 annually for mental health services and therapy.
• Parental leave top‑up to 100% of your salary for 25 weeks.
• Up to $650 for home office equipment.
• Generous time off, including 2 paid days annually to volunteer at a charity.
• Diversity & inclusion programs and employee resource groups.
• Extensive professional development opportunities, including access to over 11,000 training courses.
• Named one of Canada’s Top 100 employers for the last five years.

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [e-mail].

Why Work at Fidelity?

We are proud to be recipients of:

• Canada’s Top 100 Employers
• Great Place To Work® Certified (Best Workplaces for Inclusion, Mental Wellness, Women, Youth, etc.)
• LinkedIn Top Companies in Canada

Human Resource Director (HRD) – Best Place To Work

• HRD - 5-Star Benefit Program
• HRD - 5-Star Diversity & Inclusion Employer

Designations:

• Canadian Compassionate Companies – Certified
• Benefits Canada's Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Diversity & Inclusion
• Canadian HR Reporter’s Most Innovative HR Team

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.