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About the Role

The Senior Manager, Digital Banking is responsible for defining and executing the digital banking strategy for Fairstone Bank's deposit products. This leadership role is accountable for delivering a best-in-class digital banking experience across acquisition, onboarding, servicing, engagement, retention, and lifecycle management. The successful candidate will drive the evolution of digital capabilities, champion customer-centric innovation, and lead strategic initiatives that accelerate growth, improve operational efficiency, and enhance customer satisfaction.

Responsibilities

Define and own the digital banking vision, strategy, and multi-year roadmap for deposit products and digital servicing capabilities.
Lead the evolution of end-to-end customer journeys across acquisition, onboarding, funding, account management, renewals, maturity management, retention, and servicing.
Identify and prioritize opportunities to enhance self-service capabilities, digitize manual processes, and reduce operational dependency.
Develop business cases and strategic recommendations that align customer needs, regulatory requirements, and organizational objectives.
Monitor emerging industry trends, fintech innovations, and competitive digital banking capabilities to inform roadmap priorities.
Own key digital banking performance metrics, including digital acquisition, conversion, onboarding completion rates, product adoption, engagement, retention, and servicing effectiveness.
Develop and monitor KPI dashboards to measure business outcomes, customer behavior, and operational efficiency.
Establish targets and track benefits realization for digital investments, ensuring measurable business value and ROI.
Leverage data analytics and customer insights to identify growth opportunities and inform strategic decision making.
Provide regular performance reporting, insights, and recommendations to senior leadership.
Lead the design and continuous improvement of digital experiences across web, mobile, and assisted digital channels.
Champion customer-centric design principles and leverage customer insights, analytics, and feedback to optimize digital journeys.
Drive improvements in customer acquisition, engagement, adoption, retention, and digital self-service utilization.
Identify friction points across customer journeys and develop solutions that simplify experiences while reducing servicing demand.
Collaborate with CX, Marketing, and Analytics teams to improve customer satisfaction, Net Promoter Score (NPS), and digital adoption metrics.
Lead cross-functional initiatives involving Product, Technology, Operations, Marketing, Contact Centre, Risk, Compliance, and external partners.
Collaborate with Product Owners and Technology teams to translate strategic objectives into prioritized roadmaps, business requirements, and customer-centric solutions.
Drive successful delivery of digital initiatives through Agile, hybrid, or iterative delivery methodologies.
Facilitate alignment among stakeholders and effectively manage competing priorities, dependencies, and risks.
Ensure seamless transition from delivery through operational readiness, launch, adoption, and ongoing optimization.
Lead initiatives aimed at improving servicing efficiency, reducing cost-to-serve, and increasing digital self-service adoption.
Identify opportunities for automation, workflow optimization, straight-through processing (STP), and enhanced operational scalability.
Partner with Operations and Contact Centre leaders to reduce service volumes and improve customer resolution outcomes.
Establish governance frameworks to measure operational effectiveness and support continuous improvement initiatives.
Drive organizational change management and user adoption strategies for new digital capabilities.
Ensure digital banking solutions comply with regulatory requirements, including OSFI guidelines, privacy legislation, consumer protection requirements, and internal risk frameworks.
Partner with Risk, Compliance, Legal, Fraud, and AML teams to identify, assess, and mitigate risks associated with digital banking products and services.
Support audits, regulatory reviews, control testing, and remediation activities.
Maintain strong governance practices throughout the product lifecycle while balancing risk management and innovation objectives.

Requirements

Bachelor's degree in Business, Commerce, Technology, Engineering, or a related field; MBA or Master's degree preferred.
10+ years of experience in digital banking, digital product management, customer experience, or financial services.
Proven experience defining and delivering digital strategies and roadmaps that drive measurable business outcomes.
Deep understanding of retail banking and deposit products, including savings accounts, term deposits, and GICs.
Demonstrated success leading large cross-functional initiatives involving technology, operations, customer experience, and regulatory stakeholders.
Strong knowledge of digital product management, customer journey design, analytics, and Agile delivery methodologies.
Experience leveraging data, experimentation, and customer insights to optimize digital experiences and business performance.
Exceptional leadership, stakeholder management, communication, influencing, and relationship-building skills.
Strong strategic thinking and problem-solving capabilities, with the ability to balance customer needs, operational considerations, risk requirements, and commercial objectives.
Successful completion of a criminal background check, credit check, and validation of work experience is required for hire.

Skills

Digital Banking
Digital Product Management
Customer Experience
Financial Services
Digital Strategy
Roadmap Development
Retail Banking
Deposit Products
Savings Accounts
Term Deposits
GICs
Cross-functional Leadership
Technology
Operations
Customer Experience Design
Regulatory Stakeholder Management
Analytics
Agile Delivery Methodologies
Data Analysis
Experimentation
Customer Insights
Leadership
Stakeholder Management
Communication
Influencing
Relationship Building
Strategic Thinking
Problem-Solving

Location

London
Montreal

Work Type

Hybrid
Full time
Permanent

Experience Level

Senior Manager
10+ years of experience

Education Level

Bachelor's degree in Business, Commerce, Technology, Engineering, or a related field
MBA or Master's degree preferred

Salary/Compensations

$115,000 - $130,000

Benefits

Competitive base salary
Annual incentive bonus tied to performance
Discounts from top retailers via WorkPerks
Location-based perks (e.g., gym memberships, Toronto Bike Share)
Gym access at London and Montreal offices
Education Assistance Program
Fairstone Academy for training and skill development

About the Company

Fairstone Bank and its family of brands (Home Trust Company, Home Bank, Oaken Financial, Fairstone, EdenPark, Fig) are united in delivering innovative, accessible and reliable financial solutions.
Together, they are the leading alternative lending bank in Canada, offering a diverse suite of products including mortgages, consumer deposits, GICs, credit cards, retail and automobile financing, personal loans, and digital lending.
Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

Equal Opportunity

Fairstone is an equal opportunity employer.
Reasonable accommodations will be made to respond to the needs of people with disabilities.
Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.