Senior Digital Journey Owner

Banque Nationale du Canada; Montreal; On-site; CAD 120,000 - 170,000; Full time

Benefits offered by this job

Health and wellness program

Employee Share Ownership Plan

Employee and family assistance program

Preferential banking services

Involvement in community initiatives

Virtual sleep clinic

Job summary

National Bank is seeking a Senior Digital Journey Owner in Montreal to lead end-to-end client journeys across web and mobile channels. You will balance regulatory and business needs, drive continuous improvement, and collaborate with product, UX, data, marketing, and tech teams to deliver measurable client outcomes.

You will influence journey design, MVP scope, and release planning while ensuring a seamless end-to-end experience for clients across channels and assisted interactions.

Qualifications

• Requires extensive experience in client journey management or digital product management.
• Proven ability to own long-term vision and measure outcomes.
• Strong knowledge of agile product management and MVPs.
• Experience with journeys across web and mobile, including branches and contact centres.

Responsibilities

• Own the vision for a client journey across web and mobile channels from discovery to daily use.
• Map current journeys, identify pain points, and translate insights into opportunities.
• Define target experience and MVP scope for each release and guide delivery requirements.
• Govern the journey across multiple initiatives, ensuring end-to-end consistency and satisfaction.
• Collaborate with multidisciplinary teams to deliver journeys using agile methods.
• Incorporate regulatory, privacy, and accessibility requirements into journeys.

Skills

Artificial Intelligence

Communication

Emotional Intelligence

Leadership

Stakeholder Management

Teamwork

Decision Making

Empathy

Initiative

Learning

Agility

Resiliency

Strategic Vision

Influencing

Collaboration

Self-Sufficiency

Job description

Area(s) of interest: Web and digital, Marketing

Location(s): Montreal

A career as a Senior Digital Journey Owner within the Digital and Client Experience team at National Bank means being accountable for the vision of an end-to-end client journey and for delivering sustainable results over time.

You ensure that the journey fully supports its objectives, including client satisfaction, efficiency and business results. You continuously improve the journey while keeping the client experience at the forefront as products, initiatives and expectations evolve.

This role allows you to make a positive impact on our clients' experience and the performance of our digital channels by leveraging your expertise in client experience and journey strategy, product management and agile delivery.

Your role

• Own the vision for a client journey, or a family of journeys, across web and mobile channels, from discovery through everyday use, including touchpoints with branches and the contact centre. Evolve the journey based on client needs, competitive trends, regulatory requirements and technological developments.
• Identify opportunities by mapping the current journey, pain points and drop-off areas using data, voice-of-the-client insights and feedback from assisted channels. Translate these insights into opportunities that guide product design and feed the initiative portfolio.
• Define the target experience and scope of each release, including the Minimum Viable Product (MVP), while acting as the decision-maker on journey definition requirements for the delivery team.
• Govern the journey as a whole. Because the journey enables multiple initiatives at once, such as product launches, campaigns, regulatory changes and transformation projects, balance competing demands, maintain overall consistency and ensure that every change supports the end-to-end experience and client satisfaction rather than an isolated objective.
• Collaborate with multidisciplinary teams, including development, user experience, quality assurance, data, marketing, compliance and technology, to deliver journeys using agile ways of working.
• Incorporate regulatory, operational, privacy and accessibility requirements into journeys and ensure the quality of features before they are released to production.
• Align stakeholders around the product vision, roadmap priorities and objectives for each release, while making the decisions required to move the journey forward.

Your team

Within the Digital and Client Experience Vice-Presidency, you guide a multidisciplinary journey squad that may include a Product Owner (PO), Business Analyst, Client Experience (CX) and UX/UI designers, writers, data specialists, conversion optimization experts, MarTech and analytics specialists, developers and other experts.

Together with Product Managers and go-to-market experts, you form the core team responsible for bringing National Bank's digital offerings to life and continuously evolving them. You also collaborate with Marketing, Brand, CRM, the contact centre and the branch network to ensure a consistent experience across the entire journey, including when the journey extends beyond digital channels.

Our team works in an agile and collaborative environment to continuously improve digital journeys and create value for both our clients and the organization.

National Bank values continuous development and internal mobility. Our personalized training programs, built around learning by doing, help you master your role and develop new areas of expertise. Resources such as the Data Academy, language training, the Harvard Learning Center, coaching and mentoring are available to support your development.

Requirements

• A relevant academic background combined with the required expertise, and a minimum 15 years of experience in client journey management, client experience or digital product management, including several years of accountability for results involving cross-functional challenges.
• Proven experience owning the long-term vision and results of a client journey, service or digital product, including defining a target experience, setting measurable objectives, balancing the needs of stakeholders with competing priorities and driving continuous improvement based on data. Strong knowledge of agile product management practices, including product backlogs and Minimum Viable Products (MVPs), is an important asset.
• Strong knowledge of digital journeys, including digital onboarding, product applications, payments and services, as well as their regulatory and operational requirements and their integration with assisted channels such as branches and contact centres.
• Demonstrated ability to mobilize multidisciplinary agile teams and business partners without direct authority, along with strong knowledge of client experience practices, including user research, journey mapping, service design and UX.
• Ability to use journey data and performance indicators, including conversion, drop-off and completion rates, as well as client satisfaction, client effort and operational efficiency measures, to guide priorities and optimize journeys.

Languages

Reason to require this language: you will need to work closely with our colleagues outside Quebec.

Skills

• Artificial Intelligence
• Communication
• Emotional Intelligence
• Leadership
• Stakeholder Management
• Teamwork
• Decision Making
• Empathy
• Initiative
• Learning
• Agility
• Resiliency
• Strategic Vision
• Influencing
• Collaboration
• Self-Sufficiency

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:

• Health and wellness program, including many options
• Employee Share Ownership Plan
• Employee and family assistance program
• Preferential banking services
• Involvement in community initiatives
• Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people's lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Why work at National Bank?

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates! What can you bring to our team?