Director Customer Journey Strategy

Job Description
Current work authorization for Canada is required for all openings.
You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement.
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.

We 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.

What You'll Do
Strategic Leadership

• Build 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 & 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 We're Looking For

• 7–10 years in digital strategy, customer experience, or lifecycle marketing.
• 3+ years leading high-performing teams in complex, fast-paced organizations.
• 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.

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 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 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.

Fidelity Canada is an equal opportunity employer
Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans' status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process
Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.
Why Work at Fidelity?
We are proud to be recipients of the following
Awards

• Canada's Top 100 Employers
• Greater Toronto's Top Employers
• Canada's Top Family-Friendly Employers
• Canada's Top Employers for Young People
• Great Place To Work Certified
• Best Workplaces for Inclusion
• Best Workplaces for Mental Wellness
• Best Workplaces for Today's Youth
• Best Workplaces for Women
• Best Workplaces in Financial Services & Insurance
• Best Workplaces in Ontario
• Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
• HRD - 5-Star Benefit Program
• HRD - 5-Star Diversity & Inclusion Employer

Designations

• Canadian Compassionate Companies – Certified
• Benefits Canada's Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
• Canadian HR Reporter's Most Innovative HR Team