Director Customer Experience Business Delivery

Northbridge Financial Corporation•Toronto, ON

7d•CA$120,000 - CA$160,000•Hybrid

About The Position

As a Director, Customer Experience Business Delivery, you are the business owner of Northbridge’s CRM ecosystem, playing a pivotal role in translating customer strategy into meaningful technology, data, and operational outcomes. Sitting at the crossroads of customer experience, product ownership, and delivery, you connect vision with execution—ensuring CRM capabilities directly support and enhance how we serve our customers. In this highly visible leadership role, you’ll shape the enterprise CRM roadmap, drive adoption, and lead cross-functional collaboration across IT, Sales, Marketing, and Operations. You’ll champion customer-centric thinking while enabling data-driven decisions and scalable growth. This is an exciting opportunity to influence how CRM becomes a true competitive advantage, delivering measurable business value and better customer experiences.

Requirements

10+ years of progressive experience leading or owning enterprise CRM platforms (ideally Microsoft Dynamics)
Experience shaping and governing CRM roadmaps, data strategy, and Customer 360 capabilities
A strong product ownership mindset with a focus on outcomes, value realization, and adoption
A track record of translating business needs into scalable technology and data solutions
Experience working in cross-functional environments at a senior/executive leadership level
Background in customer experience, data strategy, or large-scale transformation initiatives
Building strong relationships and influencing diverse stakeholders across business and technology teams
Translating big-picture strategy into clear, actionable plans and outcomes
Leading complex initiatives while keeping teams aligned and focused
Using data and insights to make informed, customer-centric decisions
Communicating with clarity and confidence, from executive discussions to team-level conversations

Responsibilities

Shape the enterprise CRM roadmap
Drive CRM adoption
Lead cross-functional collaboration across IT, Sales, Marketing, and Operations
Champion customer-centric thinking
Enable data-driven decisions and scalable growth
Translate customer strategy into meaningful technology, data, and operational outcomes
Ensure CRM capabilities directly support and enhance how we serve our customers

Benefits

Hybrid work model (work from home up to 2 days per week, with added flexibility)
Employee share purchase plan
Pension plans
RRSP
Discounts on staff insurance
Flexible health benefits
Early leave days
Wellness programs
Rewards and recognition programs
Education assistance (CIP, FCIP, CRM or other courses)
Internal mobility
Leadership training
Mentoring programs
Donation matching
Team volunteer days