Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
This role leads the design, governance, and scaling of Momentum’s journey-led operating model, aligning cross-functional teams, maintaining the enterprise journey framework, and ensuring transformation efforts deliver measurable business and customer outcomes.
Responsibilities
- Define, evolve, and embed the enterprise journey-based operating model.
- Establish clear roles, accountabilities, and ways of working across Journey Leaders, Product, Technology, and Operations.
- Drive adoption and consistency across all journeys.
- Define and institutionalize the core principles of the journey operating model — customer at the centre, omni-channel by design, build-once deploy-many, value-led prioritization, and continuous optimization.
- Ensure these principles are embedded in all prioritization, design, and delivery decisions across the enterprise.
- Enable cross-journey prioritization and sequencing of initiatives based on enterprise value.
- Facilitate trade-off decisions across products, channels, and platforms.
- Provide a unified view of priorities across the journey portfolio, that feeds into enterprise-wide portfolio view, capacity, demand, execution and risk view owned by PMO.
- Design governance forums including the Journey Council.
- Enable rapid, informed decision-making and clear escalation pathways.
- Ensure alignment across enterprise priorities and strategic initiatives.
- Define, maintain, and continuously evolve a robust, live, and current library of customer journey definitions.
- Ensure journey definitions reflect the true end-to-end customer experience across all products, channels, and touchpoints.
- Ensure journey definitions are regularly reviewed and updated as the business evolves.
- Provide strategic direction, coaching, and leadership to Journey Leaders.
- Ensure Journey Leaders are driving cross-functional alignment, prioritization, and execution with clarity and impact.
- Hold collective accountability for journey portfolio performance and delivery quality.
- Ensure the delivery of consistent, seamless experiences across Digital, Retail, and Contact Centre.
- Drive alignment between channel and platform teams.
- Champion modular, reusable capabilities and a build-once, deploy-many approach across the enterprise.
Requirements
- 15+ years in transformation, strategy, customer experience, or enterprise operating model leadership — with at least 5 years at Senior Director level or equivalent
- Demonstrated experience designing, leading, or scaling a Centre of Excellence, operating model function, or enterprise capability in a large, complex organization
- Proven track record of leading and developing senior leaders and high-performing teams in a cross-functional environment
- Deep expertise in customer journey design and management — including defining and maintaining enterprise-level journey frameworks that drive measurable outcomes
- Experience operating at CLT or equivalent level — influencing enterprise strategy, investment decisions, and organizational design
- Background in financial services, consumer lending, or a similarly regulated and customer-intensive industry
- Experience standing up or leading a Journey Management Office, CX Centre of Excellence, or equivalent enterprise function
- Familiarity with SAFe or equivalent scaled agile frameworks at a portfolio or program level
- Experience owning enterprise-level CX metrics - NPS, customer effort score, complaints - and driving systemic, sustained improvement
- Background in subprime, near-prime, or financially underserved customer segments - understanding of vulnerability, hardship, and responsible lending obligations
- Track record of building organizational capability through toolkits, playbooks, communities of practice, or formal learning programs
Skills
- Customer journey design
- Customer journey management
- Enterprise operating model leadership
- Transformation
- Strategy
- Customer experience
- Centre of Excellence design/leadership
- SAFe
- Agile frameworks
- CX metrics (NPS, customer effort score, complaints)
- Financial services
- Consumer lending
- Responsible lending
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- 15+ years
- 5+ years at Senior Director level or equivalent
Education Level
- Bachelor’s degree in business, Finance, Engineering, or a related field
- Master’s degree is an asset
Salary/Compensations
- C$ 175000 to C$ 180000
Benefits
- Discretionary annual bonus
- Health and dental plans with 100% of the premiums covered
- Employee Assistance Program
- Retirement savings options
- Reimbursement for tuition assistance
- Reimbursement for professional development
- Discounts through Perkopolis
- Rewards and recognition programs
About the Company
- Momentum Financial Services Group helps people move forward by reimagining how money works for those who need it most.
- With more than 40 years of experience, we’re the team behind Money Mart—Canada’s largest non-bank branch network—and a leader in financial solutions for underserved communities.
- We power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it.
- At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else.
- We are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology.
- Aligned with the principles outlined in Canada’s Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable.
- We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals.
- Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.
- Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.
Equal Opportunity
- MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process.
- If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process.
- If you require accommodation, MFSG will work with you to determine how to meet your needs.