Director, Client Journey, Growth & Modernization

About this role

Application Deadline:

10/08/2026Address:
VIRTUAL(R)59 - REMOTE/TELETRAVAIL - ON - BMOJob Family Group:

Business ManagementDirector, Client Journey, Growth & Modernization
Defines, prioritizes and orchestrates change.

MANDATE
Owns the end-to-end InvestorLine client journey and growth outcomes, ensuring clients receive a seamless, digitally enabled experience that improves satisfaction, engagement, retention and sustainable growth.
Leads journey modernization, digital and AI enablement, process simplification and organizational readiness. Aligns Product, Digital, UX/CX, Marketing, Technology & Operations, Data & Analytics, Risk and other enterprise partners around clear priorities and measurable outcomes.
Leads Expert Client Care, Trading & Support and Digital Advice capabilities. Sets business priorities and required outcomes, while influencing the enterprise teams that own delivery capabilities and platforms.

CORE ACCOUNTABILITIES
Client Journey & Growth

• Owns outcomes across acquisition, onboarding, engagement, service, retention and relationship deepening for self-directed investing clients.

• Establishes annual and multi-year growth targets and monitors performance against agreed client, financial and business measures.

• Uses client feedback, complaints, behavioural data, operational insights and market trends to identify friction, prioritize opportunities and initiate corrective action.

• Identifies opportunities to strengthen the value proposition through advice, digital capabilities, differentiated service and One Client partnerships.

Modernization, Digital & AI Enablement

• Owns business modernization priorities and the roadmap of client and employee improvements, ensuring alignment with enterprise plans and architecture.

• Translates client and business needs into clear requirements, sequencing, business cases and investment priorities for delivery partners.

• Leads digital and AI adoption, process simplification and change readiness from concept through implementation and sustainment.

• Establishes governance, decision forums and reporting that enable timely decisions, transparent trade-offs and disciplined execution.

• Owns expected portfolio benefits and addresses dependencies or barriers that could affect delivery or value realization.

Enterprise Partnership & Business Leadership

• Provides business leadership and advice to the Head and senior leaders on client journeys, growth, modernization and emerging digital opportunities.

• Orchestrates Product, UX/CX, Marketing, Technology & Operations, Data & Analytics, Business Strategy, Risk and Compliance around shared outcomes.

• Resolves competing priorities and presents clear options, implications and recommendations when decisions or trade-offs are required.

• Represents the business in enterprise forums and builds relationships that accelerate delivery and adoption of relevant best practices.

Portfolio Delivery & Performance

• Owns portfolio performance against approved client, growth, financial and operational outcomes.

• Develops business cases based on client need, available options, resource requirements, risk and expected return.

• Ensures governance forums review progress, outcomes, risks and decisions through concise executive reporting.

• Partners with operational leaders to translate journey priorities into sustainable processes, controls, training, coaching and performance routines.

People Leadership

• Sets clear expectations and builds an accountable, inclusive and high-performing culture grounded in client focus, ownership and collaboration.

• Develops leadership capability and succession depth through coaching, candid feedback, development plans and differentiated talent management.

• Maintains two-way relationships with employees to understand barriers, improve the work environment and identify opportunities.

• Aligns teams to related work and future capability needs, with clear accountabilities and collaboration points.

Risk Management

• Takes measured risks while protecting the Bank by applying the Risk Management Framework, operating within approved Risk Appetite, making sound risk-informed decisions and adhering to applicable policies, standards, procedures, laws and regulations.

VALUE & EXPECTED OUTCOMES

• Improved acquisition, funded-account conversion, engagement, retention and asset growth.

• Simpler, more connected journeys with improved client satisfaction and reduced friction.

• Increased adoption of digital and AI-enabled capabilities that improve client experience and employee effectiveness.

• A clear, enterprise-aligned modernization roadmap with transparent priorities, ownership, investment requirements and expected benefits.

• Faster cross-functional decisions, fewer hand-off gaps and measurable realization of portfolio benefits.

• A scalable future-state service model and stronger leadership succession depth.

QUALIFICATIONS & SKILLS REQUIRED

• Experience leading large teams (100 employees or more)

• Typically 9+ years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.

• 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 and how technology can improve business and competitive outcomes.

• Proven success leading complex, cross-functional initiatives from business case through implementation, adoption and benefit realization.

• Strong people leadership, executive communication, influence, negotiation and relationship-management capability.

• Strong financial and analytical skills, including business casing, prioritization, performance measurement and data-driven decisions.

• Ability to navigate ambiguity, resolve competing priorities and deliver outcomes in a highly matrixed environment.

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