Director of Digital Customer Journeys & Optimization

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 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.