Director, Customer Journey - Originations
HybridToronto, Ontario, Canada
Job Summary
Own the full Origination customer journey across products, channels, and touchpoints, ensuring a seamless, consistent, and high-quality omni-channel experience. Drive alignment to the Journey North Star while enabling scalable, reusable solutions and leading prioritization of initiatives based on value to maximize overall journey value. Co-chair the Journey Council to resolve conflicts, surface key risks, and ensure disciplined execution while ensuring all initiatives adhere to regulatory and compliance requirements. Deliver measurable outcomes including revenue growth, cost efficiency, and customer satisfaction by optimizing journey performance across speed, quality, and experience. Foster strong cross-functional collaboration and ensure teams are set up for success with clear priorities and direction.
Required Qualifications
- Product Owner/Product Manager (POPM): demonstrates fluency in scaled agile frameworks and the ability to operate effectively within a large, multi-team delivery environment
- Certified SAFe Lean Portfolio Manager (LPM): ability to connect journey strategy to portfolio-level investment and prioritization decisions
- 12+ years in customer experience, product management, operations, or transformation leadership — with at least 3 years at Director level
- Demonstrated experience leading or transforming customer-facing application processes — pre-qualification, application, funding and onboarding in a regulated environment
- Track record of delivering complex, multi-channel servicing journeys — ideally in financial services, retail banking, or consumer lending
- Experience leading or significantly improving one or more of the following functions: product management, product strategy, acquisition, sales or marketing
- Experience in a subprime, near-prime, or financially underserved customer context — a genuine understanding of vulnerability, hardship, and responsible lending obligations
- Proven ability to make and own cross-functional decisions — not just coordinate between functions
- Experience operating in a governance or steering forum at senior stakeholder level
- Bachelor's degree in business, Finance, Technology or a related field
Desired Qualifications
- PROSCI Change Management Certification or equivalent: navigating organizational change is central to this role; formal change management capability is highly valued
- Negotiation & Influence certification: this role operates without direct authority; structured negotiation skills are essential for driving alignment across competing stakeholder priorities
- Customer Experience Certifications / Credentials reinforces customer obsession with formal methodology
- Experience in lending, credit, or consumer finance — origination, application or onboarding is preferred
- Prior experience redesigning or transforming origination processes — moving from siloed, channel-specific models to integrated, customer-led journeys
- Familiarity with SAFe or equivalent scaled agile frameworks applied in an financial services set-up
- Experience owning a customer NPS, customer effort score, or complaints metric — and demonstrably improving it
- Track record of optimizing origination outcomes such as funnel through-put, conversion rates, frictionless application and onboarding processes and cost-to-acquire
- Master's degree is an asset
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