Requisition ID: 232269

Tangerine is Canada’s 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. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

The Director, Client Value will lead the development and execution of strategies that place clients at the center of the bank's growth initiatives.  This leader will play a pivotal role in providing the strategic direction, leadership and oversight to shape, implement, and drive Tangerine’s client strategy. Reporting directly to the Chief Client Officer, you will ensure that every Client touchpoint fosters trust, delight, and loyalty. We are looking for a leader who thrives in a fast-paced, digital-first environment and is passionate about delivering for our clients. This role requires a visionary leader who can align business objectives with client needs, ensuring that every interaction fosters trust, loyalty, and long-term value through cross-functional collaboration.

Is this role right for you? In this role, you will:

• Experience Strategy & Vision | Lead the charge to redefine how we engage with our clients, further enabling a cultural shift towards prioritizing client growth. This strategic leader will champion client-centricity by aligning business objectives, operational processes, and cultural ethos with the evolving expectations and aspirations of our clients.
• Client Segmentation | Leverage data and market research to understand client behaviors, preferences, and needs, translating insights into actionable strategies that place clients at the core of all decisions.
• Priority Journey Optimization | Oversee the enhancement of Client journeys through moments that matter to our clients, promoting and embedding a culture of continuous improvement that delivers frictionless, intuitive, and engaging interactions.
• Strategic Leadership: Develop and implement a comprehensive client strategy that aligns with the bank's vision and goals.
• Client Advocacy Serve as the voice of the Client within the organization, championing their needs and driving initiatives that improve satisfaction and loyalty.
• Innovation & Trends: Stay ahead of industry trends, innovations, and emerging technologies to continuously elevate the Client experience.
• Team Leadership & Development: Build and lead a high-performing Client strategy team, fostering growth and a culture of innovation.
    

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• Passion for Client-first thinking/mindset
• Proven experience (10+ years) in Client transformation, or strategy leadership roles, preferably in the financial or digital sectors.
• Exceptional leadership, communication, and stakeholder engagement skills.
• Excellent understanding of the connection between the Client and employee experience to design, develop and deliver enhanced experiences
• Exceptional ability to structure and scope complex problems, synthesize insights / data and recommend / develop solutions that address the most critical business / client issues
• Proven experience in leading complex multi-stakeholder initiatives, with expert track record of delivering results in a fast-paced, challenging and dynamic business environment
• Strong stakeholder engagement, co-ordination, strategic influencing and people management skills, to facilitate teamwork and execution of priority initiatives
• Strong written and verbal communication skills and ability to synthesize and communicate key information to various audiences
• A strong track record of driving cultural and organizational change initiatives.
• Proficiency in data analysis, CRM tools, and digital platforms.
• Strong strategic thinking with the ability to execute and deliver measurable outcomes.

What's in it for you?

• Help lead the design of Canada’s most innovative digital wealth experience.
• Work in a mission-driven culture that prioritizes empowerment, diversity, and continuous learning.
• Join a modern banking environment where design plays a central role in shaping client value.
• Be part of a high-visibility team that is reimagining the future of personal finance in Canada
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

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.