Director Customer Journey Strategy

Description Who We Are At Fidelity, we’ve 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 we’re 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 future. Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally. What You’ll DoWe are looking for a forward-thinking Director, Customer Journey Strategy to join Fidelity Investments Canada. In 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 You’ll Make an ImpactStrategic LeadershipBuild and own Fidelity Canada’s 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 & DeliveryDesign 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 EnablementCollaborate 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 LeadershipLead 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 We’re Looking For7–10 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 mindset—experienced 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 We’re 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 we’ll help you feel valued and supported as part of our team: Flexible working arrangements - 100% remote, hybrid, and in office optionsCompetitive total compensation, including company contributions to your group RRSP without a matching requirement from youComprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapyParental leave top-up to 100% of your salary for a period of 25 weeksUp to $650 for home office equipmentGenerous time off policy, including 2 paid days annually to volunteer at a charity of your choiceDiversity and inclusion programs, including an active network of Employee Resource GroupsExtensive professional development opportunities, including access to over 11,000 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 Canada’s Top 100 employers for the last five years.