Senior Digital Journey Owner

A career as a Senior Digital Journey Owner within the Digital and Client Experience team at National Bank means being accountable for the vision of an end-to-end client journey and for delivering sustainable results over time. You ensure that the journey fully supports its objectives, including client satisfaction, efficiency and business results. You continuously improve the journey while keeping the client experience at the forefront as products, initiatives and expectations evolve. This role allows you to make a positive impact on our clients’ experience and the performance of our digital channels by leveraging your expertise in client experience and journey strategy, product management and agile delivery.Your role
Own the vision for a client journey, or a family of journeys, across web and mobile channels, from discovery through everyday use, including touchpoints with branches and the contact centre. Evolve the journey based on client needs, competitive trends, regulatory requirements and technological developments.Identify opportunities by mapping the current journey, pain points and drop‑off areas using data, voice‑of‑the‑client insights and feedback from assisted channels. Translate these insights into opportunities that guide product design and feed the initiative portfolio.Define the target experience and scope of each release, including the Minimum Viable Product (MVP), while acting as the decision‑maker on journey definition requirements for the delivery team.Govern the journey as a whole. Because the journey enables multiple initiatives at once, such as product launches, campaigns, regulatory changes and transformation projects, balance competing demands, maintain overall consistency and ensure that every change supports the end‑to‑end experience and client satisfaction rather than an isolated objective.Collaborate with multidisciplinary teams, including development, user experience, quality assurance, data, marketing, compliance and technology, to deliver journeys using agile ways of working.Incorporate regulatory, operational, privacy and accessibility requirements into journeys and ensure the quality of features before they are released to production.Align stakeholders around the product vision, roadmap priorities and objectives for each release, while making the decisions required to move the journey forward.Your team
Within the Digital and Client Experience Vice‑Presidency, you guide a multidisciplinary journey squad that may include a Product Owner (PO), Business Analyst, Client Experience (CX) and UX/UI designers, writers, data specialists, conversion optimization experts, MarTech and analytics specialists, developers and other experts. Together with Product Managers and go‑to‑market experts, you form the core team responsible for bringing National Bank’s digital offerings to life and continuously evolving them. You also collaborate with Marketing, Brand, CRM, the contact centre and the branch network to ensure a consistent experience across the entire journey, including when the journey extends beyond digital channels. Our team works in an agile and collaborative environment to continuously improve digital journeys and create value for both our clients and the organization. National Bank values continuous development and internal mobility. Our personalized training programs, built around learning by doing, help you master your role and develop new areas of expertise. Resources such as the Data Academy, language training, the Harvard Learning Center, coaching and mentoring are available to support your development.Requirements
A relevant academic background combined with the required expertise, and a minimum 15 years of experience in client journey management, client experience or digital product management, including several years of accountability for results involving cross‑functional challenges.Proven experience owning the long‑term vision and results of a client journey, service or digital product, including defining a target experience, setting measurable objectives, balancing the needs of stakeholders with competing priorities and driving continuous improvement based on data. Strong knowledge of agile product management practices, including product backlogs and Minimum Viable Products (MVPs), is an important asset.Strong knowledge of digital journeys, including digital onboarding, product applications, payments and services, as well as their regulatory and operational requirements and their integration with assisted channels such as branches and contact centres.Demonstrated ability to mobilize multidisciplinary agile teams and business partners without direct authority, along with strong knowledge of client experience practices, including user research, journey mapping, service design and UX.Ability to use journey data and performance indicators, including conversion, drop‑off and completion rates, as well as client satisfaction, client effort and operational efficiency measures, to guide priorities and optimize journeys.Languages: French, EnglishReason to require this language: you will need to work closely with our colleagues outside Quebec.Required skills: Artificial Intelligence, Collaboration, Communication, Decision Making, Emotional Intelligence, Empathy, Influencing, Initiative, Leadership, Learning Agility, Resiliency, Self‑Sufficiency, Stakeholder Management, Strategic Vision, TeamworkYour benefits
Health and wellness program, including many optionsFlexible group insuranceGenerous pension planEmployee Share Ownership PlanEmployee and family assistance programPreferential banking servicesInvolvement in community initiativesTelemedicine serviceVirtual sleep clinicWe have an offer that keeps up with trends as well as your needs and those of your family. Our dynamic work environments and cutting‑edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.Making a bold move in a people‑first environment
We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier‑free and accessible environment to all employees. We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?Join us!
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