Current work authorization for Canada is required for all openings.

You will be working on a hybrid schedule as part of Fidelitys dynamic working arrangement.

Who We Are

At Fidelity weve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and were constantly seeking to find new and better ways to help our clients. As a privately owned company we boldly embrace innovation in all areas as we continue to grow our business into the with us means youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best - both personally and professionally.

What Youll Do

We are looking for a forward-thinking Director Customer Journey Strategy to join Fidelity Investments this high-impact leadership role you will define and deliver customer-first strategies that turn digital vision into measurable business outcomes. You will orchestrate end-to-end journeys on web and mobile across emerging businesses (Investly Wealth Private Wealth) and across investor segments. You will fluently understand and optimize metrics such as Customer Lifetime Value (CLV) onboarding engagement and retention.

How Youll Make an Impact

Strategic Leadership

• Build and own Fidelity Canadas customer journey strategy and multi-year roadmap.

• Translate growth objectives into prioritized lifecycle journeys and personalization strategies.

• Partner with senior leaders to align customer experience strategies with enterprise business goals.

Journey Orchestration & Delivery

• Design and optimize personalized journeys across web mobile push notifications email paid media and personalization.

• Oversee and scale agile operating models (intake prioritization iterative delivery) to accelerate execution against business goals.

• Focus on high-value lifecycle moments removing friction and improving customer engagement to achieve business goals.

Technology & Data Enablement

• Collaborate with MarTech IT and analytics partners to leverage platforms and data for journey orchestration at scale.

• Govern delivery processes and ensure customer journey platforms support business priorities.

• Use data-driven insights and experimentation frameworks (A/B testing journey analytics) to continuously improve outcomes.

People Leadership

• Lead and develop a high-performing team of strategists delivery managers and digital insights professionals.

• Foster a culture of innovation accountability and continuous improvement.

• Equip the team with the tools and skills to stay ahead of evolving digital and customer engagement trends.

What Were Looking For

• 710 years in digital strategy customer experience or lifecycle marketing.

• 3 years leading high-performing teams in complex fast-paced organizations.

• Proven leadership overseeing high-volume digital programs and cross-functional teams managing concurrent fast-paced initiatives across web mobile email and paid media channels.

• A technology-first and data-enabled mindsetexperienced in using automation AI CDPs and marketing technology stacks to achieve operational scale decisioning intelligence and experience personalization.

• Proven success delivering integrated cross-channel customer journey strategies.

• Strong expertise in customer lifetime value growth lifecycle marketing and digital personalization.

• Deep knowledge of MarTech platforms such as journey orchestration platforms including related platforms such as CRM CDP and analytics.

• Hands-on experience working within and overseeing agile delivery models (scrum etc.).

• Excellent influencing communication and executive stakeholder management skills.

• Strong data literacy with the ability to translate insights into business action.

• Experience in financial services fintech or wealth management is a strong asset.

What Were Looking For

• University Degree in a related field (Marketing Communications Journalism English) or equivalent experience

• Canadian Securities Course (CSC) Agile Product Management ( ie CSPO) Certified ScrumMaster ( CSM ) or PMI Agile Certified Practitioner (PMIACP) or Project Management Professional (PMP) would ben asset.

• Certifications for marketing technology platforms (e.g. Adobe Experience Platform certifications Google Ads Tag Management Systems) is a strong asset.

Some of the ways well help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote hybrid and in office options

• Competitive total compensation including company contributions to your group RRSP without a matching requirement from you

• Comprehensive health benefits that start on your first day with 100% employer-paid premiums that include up to $5000 annually for mental health services and therapy

• Parental leave top-up to 100% of your salary for a period of 25 weeks

• Up to $650 for home office equipment

• Generous time off policy including 2 paid days annually to volunteer at a charity of your choice

• Diversity and inclusion programs including an active network of Employee Resource Groups

• Extensive professional development opportunities including access to over 11000 training and development courses tuition reimbursement and monetary rewards for completing a required designation

• We care a lot about fostering a compassionate people-centric culture and are proud to have been named one of Canadas Top 100 employers for the last five years.