Director, Customer Journey

Who We Are

At Momentum Financial Services Group, we help 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.

From short-term loans to money transfers and prepaid cards, 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. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.

We’ve Got You Covered

Compensation Philosophy: Our strategy is simple—we aim to match the market. We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose.

Discretionary Annual Bonus: Enjoy the opportunity for a discretionary bonus based on individual performance and company success.

Comprehensive Benefits: Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.

Retirement Plans: Plan for your future with our robust retirement savings options, ensuring you’re set for the long haul.

Hybrid Work Environment: Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in-office. When you're at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day.

Perks and Rewards: Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions.

The Job: Director, Director, Customer Journey - Originations 

This role is a cross-functional leader responsible for aligning strategy, prioritizing high-value initiatives, and driving end-to-end, customer-centric origination journeys across products and channels to deliver measurable business outcomes

This role reports into the Head of Journey, Centre of Enablement

What You’ll Do

Journey Strategy & Ownership

• End-to-End Journey Ownership: Own the full Origination customer journey across products, channels, and touchpoints, ensuring a seamless, consistent, and high-quality omni-channel experience.
• Strategic Alignment & Execution: Drive alignment to the Journey North Star, ensuring a customer-centric approach while enabling omni-channel capabilities and scalable, reusable (build-once, deploy-many) solutions

Prioritization & Value Management

• Value-Based Prioritization & Focus: Lead prioritization of initiatives based on value, ensuring teams are focused on the highest-impact work to drive optimal business and customer outcomes.
• Cross-Functional Alignment & Trade-Offs: Enable prioritization, sequencing, and trade-off decisions across products, channels, and platforms to maximize overall journey value

Governance, Risk & Compliance

• Governance & Decision-Making: Co-chair the Journey Council with other Journey Leaders, driving alignment, resolving conflicts, and ensuring disciplined execution across the journey.
• Escalation & Leadership Alignment: Surface key risks, dependencies, and trade-offs, and in collaboration with the Project Management Office
• Escalate to senior leadership (CLT) as required to enable timely decision-making.
• Regulatory & Compliance Oversight: Ensure all journey initiatives adhere to regulatory, risk, and compliance requirements.

Performance & Continuous Improvement

• Continuous Improvement & Performance Management: Drive ongoing optimization of journey performance across speed, quality, and experience, delivering measurable outcomes including revenue growth, cost efficiency, and customer satisfaction.
• Contribute to the evolution and optimization of the Journey operating model in collaboration with other journey stakeholders

Team Leadership & Collaboration

Team Health & Collaboration: Foster strong cross-functional collaboration and ensure teams are set up for success with clear priorities and direction.

What You’ll Bring to the Table

Professional Designations (Accreditations, Certificates, Licenses)

Required

• Product Owner/Product Manager (POPM): demonstrates fluency in scaled agile frameworks and the ability to operate effectively within a large, multi-team delivery environment
• Certified SAFe Lean Portfolio Manager (LPM): ability to connect journey strategy to portfolio-level investment and prioritization decisions

Desired

• PROSCI Change Management Certification or equivalent: navigating organizational change is central to this role; formal change management capability is highly valued
• Negotiation & Influence certification: this role operates without direct authority; structured negotiation skills are essential for driving alignment across competing stakeholder priorities
• Customer Experience Certifications / Credentials reinforces customer obsession with formal methodology

Experience

Required

• 12+ years in customer experience, product management, operations, or transformation leadership — with at least 3 years at Director level
• Demonstrated experience leading or transforming customer-facing application processes — pre-qualification, application, funding and onboarding in a regulated environment
• Track record of delivering complex, multi-channel servicing journeys — ideally in financial services, retail banking, or consumer lending
• Experience leading or significantly improving one or more of the following functions: product management, product strategy, acquisition, sales or marketing
• Experience in a subprime, near-prime, or financially underserved customer context — a genuine understanding of vulnerability, hardship, and responsible lending obligations
• Proven ability to make and own cross-functional decisions — not just coordinate between functions
• Experience operating in a governance or steering forum at senior stakeholder level

Desired

• Experience in lending, credit, or consumer finance — origination, application or onboarding is preferred
• Prior experience redesigning or transforming origination processes — moving from siloed, channel-specific models to integrated, customer-led journeys
• Familiarity with SAFe or equivalent scaled agile frameworks applied in an financial services set-up
• Experience owning a customer NPS, customer effort score, or complaints metric — and demonstrably improving it
• Track record of optimizing origination outcomes such as funnel through-put, conversion rates, frictionless application and onboarding processes and cost-to-acquire

Skills

• Customer obsession — ability to hold the customer’s experience as the organizing principle of all delivery decisions, particularly for customers in vulnerable or hardship situations
• Origination fluency — understands how origination processes work end-to-end, including the handoffs, constraints, and failure points across technology, digital and retail channels, and back-office
• Commercial acumen — understanding of how journey performance connects to business outcomes, including cost-to-acquire, conversion rates, customer retention rates, and lifetime value, without needing to own the P&L
• Stakeholder influence — able to challenge, align, and bring along channel heads, PMs, risk leads, and the Leadership team without direct authority over all of them
• Data literacy — reads servicing funnel data, NPS trends, complaints volumes, and capacity bands fluently and uses them to drive decisions
• Regulatory awareness — understands the regulatory environment, vulnerable customer obligations, collections conduct standards, and what compliance delivery looks like in a lending and servicing context
• Enterprise Mindset: Ability to make decisions that optimize for the overall journey and customer outcome, rather than individual product or channel interests.
• Influence & Stakeholder Alignment: Ability to build trust and drive alignment across functions without relying on direct authority.
• Navigating Ambiguity: Ability to operate effectively in a maturing operating model, creating clarity and structure where it does not yet exist.
• Accountability & Executive Communication: Ability to own outcomes, surface risks and issues early, and communicate with clarity and candor to senior stakeholders.
• Customer-Centric Thinking: Ability to anchor decisions in the customer experience, especially when balancing commercial and operational pressures.
• Cross-Functional Collaboration: Ability to build strong working relationships across the organization and contribute to a high-performing journey community.
• Continuous Improvement Orientation: Ability to identify and drive opportunities to make the journey faster, simpler, and more valuable for customers and the business.

Education 

Bachelor’s degree in business, Finance, Technology or a related field required\

Desired 

Master’s degree is an asset

Ready to lead high-impact customer operations?  Join us and help shape customer engagement at MFSG.

Committed to 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.

Please note: The salary range for this position is between C$ 150,000 to C$ 160,000