Requisition ID: 235130
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.
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
What's in it for you?
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.
The Scotiabank Veterans Network (SVN) is committed to supporting veterans, reservists, and military spouses by recognizing and valuing their unique skills and experiences. As a military-friendly employer, Scotiabank actively promotes the integration of veterans into civilian careers by offering a wide range of employment opportunities across the Bank. SVN plays a key role in this effort, leading initiatives such as a mentorship program designed to support both current and transitioning veterans.
The team was instrumental in driving recent enhancements to Scotiabank’s reservist leave policy and organized the inaugural Valour and Vision Expo in Q4 2024, where industry leaders pledged to support veterans entering the civilian workforce. In February 2025, Scotiabank proudly served as the lead Banking Sponsor of the Invictus Games, an international multi-sport event that aids in the rehabilitation of wounded, injured, and ill service members—both active and retired.
Additionally, SVN hosts a variety of events throughout the year, including leadership symposiums and annual Remembrance Day ceremonies, to honor and support the military community.