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. What You’ll Do 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, 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. Benefits Flexible working arrangements - 100% remote, hybrid, and in-office options. Competitive total compensation, including company contributions to your group RRSP. Comprehensive health benefits starting on your first day, with 100% employer‑paid premiums. Up to $5,000 annually for mental health services and therapy. Parental leave top‑up to 100% of your salary for 25 weeks. Up to $650 for home office equipment. Generous time off, including 2 paid days annually to volunteer at a charity. Diversity & inclusion programs and employee resource groups. Extensive professional development opportunities, including access to over 11,000 training courses. 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 Why Work at Fidelity? We are proud to be recipients of: Canada’s Top 100 Employers Great Place To Work® Certified (Best Workplaces for Inclusion, Mental Wellness, Women, Youth, etc.) 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 - Diversity & Inclusion Canadian HR Reporter’s Most Innovative HR Team 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. #J-18808-Ljbffr