Head of Digital Banking Strategy & Growth (Deposits)

Fairstone Financial Inc.; Toronto; Hybrid; CAD 115,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

WorkPerks discounts

Gym memberships

Toronto Bike Share

Education Assistance Program

Job summary

Fairstone Financial Inc. is seeking a Senior Manager, Digital Banking to define and execute the digital banking strategy for deposit products including Savings Accounts and GICs.

You will lead cross-functional teams across product, marketing, technology, operations, risk, and analytics to deliver secure, scalable digital experiences that drive growth and customer satisfaction. The role requires 10+ years in digital banking, strong leadership, and a track record of delivering measurable business

Qualifications

• Bachelor's degree in Business, Commerce, Technology, or related field; MBA preferred.
• 10+ years in digital banking, product management, customer experience, or financial services.
• Proven ability to define and deliver digital strategies and roadmaps.
• Deep understanding of retail banking, deposits, and GICs.
• Experience leading large cross-functional initiatives with technology, operations, and regulatory stakeholders.
• Strong knowledge of digital product management, customer journey design, analytics, and Agile delivery methodologies.
• Exceptional leadership, stakeholder management, communication, influencing, and relationship-building skills.

Responsibilities

• Define and own the digital banking strategy and multi-year roadmap for deposit products and digital servicing capabilities.
• Lead end-to-end customer journeys across acquisition, onboarding, funding, account management, renewals, maturity management, retention, and servicing.
• Identify opportunities to enhance self-service capabilities, digitize manual processes, and reduce operational dependency.
• Develop business cases and strategic recommendations that align customer needs, regulatory requirements, and organizational objectives.
• Monitor emerging industry trends, fintech innovations, and competitive digital banking capabilities to inform roadmap priorities.
• Own key digital banking performance metrics, including digital acquisition, conversion, onboarding completion rates, product adoption, engagement, retention, and servicing effectiveness.
• Develop and monitor KPI dashboards to measure business outcomes, customer behavior, and operational efficiency.
• Establish targets and track benefits realization for digital investments, ensuring measurable business value and ROI.
• Leverage data analytics and customer insights to identify growth opportunities and inform strategic decision making.
• Provide regular performance reporting, insights, and recommendations to senior leadership.
• Lead the design and continuous improvement of digital experiences across web, mobile, and assisted digital channels.
• Champion customer-centric design principles and leverage customer insights, analytics, and feedback to optimize digital journeys.
• Drive improvements in customer acquisition, engagement, adoption, retention, and digital self-service utilization.
• Identify friction points across customer journeys and develop solutions that simplify experiences while reducing servicing demand.
• Collaborate with CX, Marketing, and Analytics teams to improve customer satisfaction, Net Promoter Score (NPS), and digital adoption metrics.
• Cross-Functional Delivery Lead cross-functional initiatives involving Product, Technology, Operations, Marketing, Contact Centre, Risk, Compliance, and external partners.
• Collaborate with Product Owners and Technology teams to translate strategic objectives into prioritized roadmaps, business requirements, and customer-centric solutions.
• Drive successful delivery of digital initiatives through Agile, hybrid, or iterative delivery methodologies.
• Facilitate alignment among stakeholders and effectively manage competing priorities, dependencies, and risks.
• Ensure seamless transition from delivery through operational readiness, launch, adoption, and ongoing optimization.
• Operational Effectiveness & Performance Lead initiatives aimed at improving servicing efficiency, reducing cost-to-serve, and increasing digital self-service adoption.
• Identify opportunities for automation, workflow optimization, straight-through processing (STP), and enhanced operational scalability.
• Partner with Operations and Contact Centre leaders to reduce service volumes and improve customer resolution outcomes.
• Establish governance frameworks to measure operational effectiveness and support continuous improvement initiatives.
• Drive organizational change management and user adoption strategies for new digital capabilities.
• Risk, Compliance & Controls Ensure digital banking solutions comply with regulatory requirements, including OSFI guidelines, privacy legislation, consumer protection requirements, and internal risk frameworks.
• Partner with Risk, Compliance, Legal, Fraud, and AML teams to identify, assess, and mitigate risks associated with digital banking products and services.
• Support audits, regulatory reviews, control testing, and remediation activities.
• Maintain strong governance practices throughout the product lifecycle while balancing risk management and innovation objectives.

Skills

Digital Banking Strategy

Cross-functional Leadership

Agile Delivery

Data Analytics

Customer Journey Design

Regulatory Awareness

Stakeholder Management

Strategic Thinking

Education

Bachelor's degree in Business/Tech

MBA preferred

Job description

Fairstone Financial Inc. is seeking a Senior Manager, Digital Banking to define and execute the digital banking strategy for deposit products including Savings Accounts and GICs.

You will lead cross-functional teams across product, marketing, technology, operations, risk, and analytics to deliver secure, scalable digital experiences that drive growth and customer satisfaction. The role requires 10+ years in digital banking, strong leadership, and a track record of delivering measurable business