Director, Client Journey, Growth & Modernization

Jobgether SRL; United States; Remote; USD 70,000 - 141,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plans

Tuition reimbursement opportunities

Accident and life insurance coverage

Fully remote work within Canada

Job summary

Jobgether SRL is seeking a senior leader to own end-to-end client journeys across acquisition, onboarding, and retention. You will drive AI-enabled modernization, translate business needs into actionable plans, and partner with enterprise teams to deliver measurable value.

You will lead a large, diverse team, influence senior stakeholders, and shape a modernization roadmap that aligns with business strategy and risk governance.

Qualifications

• 10+ years of senior leadership experience in a related field.
• Experience leading large teams, 100+ employees.
• Extensive background in financial services, client journey transformation, and digital channels.
• Strong understanding of AI-enabled capabilities and digital modernization.
• Proven track record delivering complex, cross-functional initiatives from business case to realization.
• Strong people leadership, executive communication, influencing, and stakeholder management.
• Financial and analytical capabilities including business case development and data-driven decisions.
• Ability to navigate ambiguity and manage competing priorities in a matrixed environment.
• Experience with Agile, Lean, Change Management or analytics is an asset.
• Client-focused, outcome-oriented leadership with ownership and collaboration.

Responsibilities

• Own end-to-end client journey outcomes across acquisition, onboarding, engagement, service, retention, and relationship growth.
• Translate client needs into executable requirements and plans with measurable benefits.
• Lead modernization priorities and maintain a clear roadmap aligned with business strategy.
• Drive digital and AI adoption and process simplification across the organization.
• Establish governance, reporting, and portfolio management for disciplined execution.
• Orchestrate cross-functional collaboration across Product, UX/CX, Marketing, Technology, Data & Analytics, Risk, and Compliance.
• Provide strategic leadership to senior executives on journeys, opportunities, and capabilities.
• Communicate trade-offs, options, risks, and dependencies for major decisions.
• Lead a large, high-performing team with inclusive culture and succession planning.
• Partner with operations to translate strategies into sustainable processes and controls.
• Maintain strong relationships and align teams with priorities and capability needs.

Skills

Executive leadership

Stakeholder management

Cross-functional collaboration

Negotiation

People development

Strategic thinking

Communication

Decision making

Ownership & accountability

Relationship building

Education

Post-secondary degree

Tools

Agile

Human-Centred Design

Lean

Change Management

Program Management

Analytics

Job description

Accountabilities:

- Own end-to-end client journey outcomes across acquisition, onboarding, engagement, service, retention, and relationship deepening, establishing annual and multi-year growth objectives and tracking performance against client, financial, and business measures.

- Use client feedback, complaints, behavioural data, operational insights, and market trends to identify friction, uncover opportunities, and drive improvements in the overall client experience and value proposition.

- Lead modernization priorities and maintain a clear roadmap of client and employee improvements aligned with broader business plans and technology architecture.

- Translate client and business needs into requirements, sequencing, business cases, investment priorities, and delivery plans while ensuring expected benefits remain measurable and achievable.

- Drive digital and AI adoption, process simplification, and organizational change from initial concept through implementation, adoption, and long-term sustainment.

- Establish governance structures, decision forums, reporting mechanisms, and portfolio management practices that enable timely decisions, transparent trade-offs, and disciplined execution.

- Orchestrate Product, UX/CX, Marketing, Technology & Operations, Data & Analytics, Business Strategy, Risk, Compliance, and other enterprise partners around shared outcomes.

- Provide strategic business leadership and advice to senior executives on client journeys, growth opportunities, modernization priorities, and emerging digital capabilities.

- Resolve competing priorities and communicate clear options, implications, recommendations, dependencies, and risks when major decisions or trade-offs are required.

- Own portfolio performance against approved client, growth, financial, and operational objectives, including business cases, resource requirements, expected returns, risks, and benefit realization.

- Partner with operational leaders to translate journey strategies into sustainable processes, controls, training, coaching, and performance routines.

- Lead and develop a large, high-performing team by establishing clear expectations, strengthening leadership capabilities, supporting succession planning, and fostering an inclusive culture of accountability and collaboration.

- Maintain strong employee relationships, identify barriers to effective performance, and align teams with current priorities and future capability requirements.

- Apply sound risk management practices, operating within approved risk appetite and applicable policies, standards, procedures, laws, and regulations.

Requirements:

- 9+ years of relevant professional experience, typically combined with a post-secondary degree in a related discipline or an equivalent combination of education and experience.

- Significant experience leading large teams, including organizations of 100+ employees.

- Extensive experience in financial services, client journey transformation, digital channels, growth, product management, or complex business delivery.

- Strong understanding of AI-enabled capabilities, client experience practices, digital transformation, and the ways technology can improve business and competitive outcomes.

- Demonstrated success leading complex, cross-functional initiatives from business case development through implementation, adoption, and measurable benefit realization.

- Strong people leadership, executive communication, influencing, negotiation, stakeholder management, and relationship-building skills.

- Strong financial and analytical capabilities, including business case development, prioritization, performance measurement, portfolio management, and data-driven decision-making.

- Ability to navigate ambiguity, manage competing priorities, resolve complex issues, and deliver outcomes within a highly matrixed environment.

- Experience with Agile, Human-Centred Design, Lean, Change Management, Program Management, or analytics is an asset.

- Strong client focus and an outcome-oriented approach, with a commitment to ownership, trust, collaboration, and inclusive leadership.

- Ability to influence senior stakeholders and coordinate diverse enterprise functions toward shared objectives.

Benefits:

- Salary range of CAD $100,000–$200,000 .

- Salaried full-time position.

- Potential performance-based incentives and discretionary bonuses as part of total compensation.

- Health insurance and other employee benefits.

- Retirement savings plans.

- Tuition reimbursement opportunities.

- Accident and life insurance coverage.

- Fully remote work arrangement within Canada.

- Opportunity to lead enterprise-scale client journey, digital, AI, and modernization initiatives.

- Exposure to complex financial services transformation and cross-functional executive leadership.

- Training, coaching, leadership development, and opportunities to broaden professional capabilities.

- Opportunity to work with multidisciplinary teams across Product, Technology, Operations, Data, Marketing, Risk, and other enterprise functions.

- Inclusive and collaborative environment focused on professional growth and meaningful business impact.