Director, Client Journey Strategy & Enablement - Tangerine
Director, Client Journey Strategy & Enablement - Tangerine
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Job Description
Requisition ID: 235130
Tangerine is Canadas leading direct bank. We offer flexible and accessible banking options innovative products and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities and that includes our own internal community. Its important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.
Are you ready to make the change and become part of an established disruptor with the backing of a highly engaged team If so come join us and help redefine the Canadian banking landscape!
What you will be doing:
As Director of Client Journey Strategy & Enablement you will play a pivotal leadership role in shaping and delivering on a compelling client experience vision strategy and roadmap. The role requires a dynamic leader with a deep understanding of digital banking a strong customer-first mindset and a track record of driving transformational client experience initiatives. You will lead the strategic design and execution of client journeys across digital and assisted channels orchestrating cross-functional initiatives that enhance customer engagement improve conversion and reduce friction across client touchpoints.
Is this role right for you
Strategy & Planning Develop and own the journey management strategy for sales and service enablement across digital and assisted channels.
Cross-channel enablement Lead orchestration of customer journeys CX blueprints utilizing data testing feedback to continuously improve client experience.
Leadership & Development Foster a culture of client advocacy and innovation. Collaborate with cross-functional teams (marketing product digital operations) to ensure consistent and scalable experiences and capabilities
Experience Measurement & Continuous Improvement Establish and maintain OKRs driving culture of continuous improvement through deep measurement analysis and action based on client feedback and data insights
Prioritization & Execution Lead and influence senior leadership to identify and align on highest value opportunities to realize the strategic objectives of the organization. Balance short-term and long-term goals and coordinating with key stakeholders to ensure clarity and alignment
Stakeholder Engagement & Advocacy Champion a culture of client obsession act as voice of client within the organization influencing product roadmaps operational processes strategic decisions. Stay ahead of evolving client needs and market trends
Do you have the skills that will enable you to succeed in this role
10 years of relevant experience in Client Experience and/or Strategy implementation & execution
Demonstrated ability to create shared vision inspire collaboration and drive change with momentum.
Strong background in client research and analytics techniques client strategy process improvement human-centered design and performance management
Track record of analytical data-driven and client-centric decision-making skills.
Ability to translate business objectives and strategic investments into actionable plans that positively impact profit and performance.
Ability to thrive in a fast-paced and ambiguous environment collaborating across functions and adapting to a rapidly changing organization.
Exceptional communication and relationship-building abilities across all levels of the organization with the ability to collaborate effectively with cross-functional teams.
Critical thinker problem solver
Results KPI and accountability-oriented
Agile persuasive and resilient
- Bachelors degree in relevant field
Whats in it for you
- You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
- You will have access to thousands of online and in-person courses so you can shape your career growth with support from diverse industry leaders.
- You will get our help to save for your future and to invest in your total well-being through our Tangerine benefits*.
- You belong here and we are equal and uncomplicated. Bring your true self to work dress codes dont apply here.
- You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.
Location(s): Canada : Ontario : Toronto
At Tangerine we value the unique skills and experiences each individual brings to the team and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process please let our Recruitment team know.
Required Experience:
Director
Employment Type
Full Time
