Director, Program Owner, Client Portals

Mackenzie Financial Corporation•Toronto, ON

11d•CA$135,500 - CA$164,000•Hybrid

About The Position

The Director, Digital Client Experience Platforms is responsible for leading the evolution of Mackenzie’s advisor and investor digital experiences across secure portals and related client-facing tools. This role owns the business roadmap for self-serve capabilities, digital engagement, and connected client experiences that improve advisor productivity, client satisfaction, servicing efficiency, and business outcomes. The role connects digital capabilities across sales, onboarding, servicing, reporting, and engagement workflows, with consideration for future institutional, group client, and strategic partner experiences. This role is the business lead on daily interactions with our agile delivery team, leadership, internal partners (i.e. Marketing, Compliance, Service, Sales, Key Accounts, etc.) and external vendors for activities related to the build and continuous improvement of our Client Portals. Digital Client Experience Platform Ownership Define and evolve the advisor and investor digital experience across authenticated client interfaces. Align digital capabilities with client journeys, segmentation, servicing needs, and self-serve objectives. Partner with Sales, Service, Operations, Marketing, and Technology to improve digital workflows across the client lifecycle. Identify opportunities to reduce friction, increase adoption, and improve self-serve capabilities for advisors, investors, and servicing teams. Support future expansion of digital experience capabilities across institutional, group client, and strategic partner use cases. Current priority is launching Client Portals program and key initiatives related to Salesforce / OneVest platform. Responsible for partnering with technology program delivery team on refinement of planning and providing regular ongoing reporting to stakeholders. Responsible for business review of Client Portals and related releases to determine and manage impacts on the business and users. Responsible for creating and defining user stories; defining business value, acceptance criteria and desired outcomes. Works with internal partners to understand current and future business process needs and captures requirements for enabling technology solutions. Partners across the team to ensure the success of releases including communication plans, adoption, and ongoing management. Roadmapping, Experience Strategy & Prioritization Develop and maintain a digital experience roadmap aligned to business priorities, client needs, servicing objectives, and platform modernization. Research competitor and industry digital capabilities across wealth, asset management, advisor platforms, and client self-serve models. Prioritize roadmap items based on client value, business impact, operational efficiency, adoption, and feasibility. Support the development of data-enabled and personalized experiences across advisor and investor journeys. Identify opportunities to automate repeatable servicing, reporting, and engagement workflows Working Groups and Project Work Be the business technology lead and facilitate working sessions with Sales, Service, Operations, Client Relations, Dealer Relations, Marketing, Business Architecture, UX, and Technology. Ensure digital solutions support both front-stage client experience and backstage operational efficiency. Subject matter expert on how Mackenzie can leverage digital platforms and tools to build new digital processes and workflows in order to accomplish business goals and desired outcomes. Leadership Lead, coach, and develop direct team, fostering a culture of accountability, collaboration, and continuous improvement. Champion a client-centric mindset and help build greater empathy for advisor, investor, and servicing experiences across the organization. Influence cross-functional teams and stakeholders to align priorities, simplify experiences, and support adoption of new digital capabilities and ways of working. Present roadmap updates, priorities, and client experience insights to leadership and governance forums.

Requirements

University degree in Business, Marketing, Technology, Communications, Design, or related discipline
8–10+ years of experience in financial services, wealth management, or asset management
Experience across advisor platforms, client experience, servicing workflows, or digital engagement ecosystems
5+ years leading or evolving digital products, self-serve experiences, or client-facing platforms
Agile / Product Owner certification or equivalent practical experience
Strong understanding of advisor and investor digital experiences, self-serve capabilities, and servicing workflows
Strong understanding of Salesforce.com, asset management technologies, or similar CRM / digital experience platforms
Ability to translate business priorities and client pain points into scalable digital capabilities and workflows
Strong stakeholder management and communication skills, including executive presentations and roadmap discussions
Strong prioritization, roadmap, and business case development capabilities
Strong analytical and problem-solving capabilities with a client-centric mindset

Nice To Haves

Preferred experience with advisor-facing platforms is important, given the role’s immediate focus on Salesforce, OneVest, and Mackenzie’s advisor ecosystem. Broader experience across client servicing, investor journeys, institutional clients, group clients, or strategic partner experiences would be an asset.
MBA, digital strategy, CX, or product management-related education
Experience supporting advisor, investor, institutional, or strategic partner experiences
Experience working across Sales, Service, Operations, Marketing, Technology, Compliance, and external vendors
Experience operating in agile, cross-functional environments with enterprise-level stakeholders
Scrum Alliance Product Owner Certified, Salesforce certifications, CX or digital product certifications
Experience designing scalable client journeys across onboarding, servicing, reporting, and engagement
Experience balancing strategic thinking with execution and operational delivery

Responsibilities

Define and evolve the advisor and investor digital experience across authenticated client interfaces.
Align digital capabilities with client journeys, segmentation, servicing needs, and self-serve objectives.
Partner with Sales, Service, Operations, Marketing, and Technology to improve digital workflows across the client lifecycle.
Identify opportunities to reduce friction, increase adoption, and improve self-serve capabilities for advisors, investors, and servicing teams.
Support future expansion of digital experience capabilities across institutional, group client, and strategic partner use cases.
Partner with technology program delivery team on refinement of planning and providing regular ongoing reporting to stakeholders.
Responsible for business review of Client Portals and related releases to determine and manage impacts on the business and users.
Responsible for creating and defining user stories; defining business value, acceptance criteria and desired outcomes.
Works with internal partners to understand current and future business process needs and captures requirements for enabling technology solutions.
Partners across the team to ensure the success of releases including communication plans, adoption, and ongoing management.
Develop and maintain a digital experience roadmap aligned to business priorities, client needs, servicing objectives, and platform modernization.
Research competitor and industry digital capabilities across wealth, asset management, advisor platforms, and client self-serve models.
Prioritize roadmap items based on client value, business impact, operational efficiency, adoption, and feasibility.
Support the development of data-enabled and personalized experiences across advisor and investor journeys.
Identify opportunities to automate repeatable servicing, reporting, and engagement workflows
Be the business technology lead and facilitate working sessions with Sales, Service, Operations, Client Relations, Dealer Relations, Marketing, Business Architecture, UX, and Technology.
Ensure digital solutions support both front-stage client experience and backstage operational efficiency.
Subject matter expert on how Mackenzie can leverage digital platforms and tools to build new digital processes and workflows in order to accomplish business goals and desired outcomes.
Lead, coach, and develop direct team, fostering a culture of accountability, collaboration, and continuous improvement.
Champion a client-centric mindset and help build greater empathy for advisor, investor, and servicing experiences across the organization.
Influence cross-functional teams and stakeholders to align priorities, simplify experiences, and support adoption of new digital capabilities and ways of working.
Present roadmap updates, priorities, and client experience insights to leadership and governance forums.