Head of Journey Centre of Enablement

Momentum Financial Services Group•Toronto, ON

8d•CA$175,000 - CA$180,000•Hybrid

About The Position

This role leads the design, governance, and scaling of Momentum’s journey-led operating model, aligning cross-functional teams, maintaining the enterprise journey framework, and ensuring transformation efforts deliver measurable business and customer outcomes.

Requirements

15+ years in transformation, strategy, customer experience, or enterprise operating model leadership — with at least 5 years at Senior Director level or equivalent
Demonstrated experience designing, leading, or scaling a Centre of Excellence, operating model function, or enterprise capability in a large, complex organization
Proven track record of leading and developing senior leaders and high-performing teams in a cross-functional environment
Deep expertise in customer journey design and management — including defining and maintaining enterprise-level journey frameworks that drive measurable outcomes
Experience operating at CLT or equivalent level — influencing enterprise strategy, investment decisions, and organizational design
Background in financial services, consumer lending, or a similarly regulated and customer-intensive industry
Bachelor’s degree in business, Finance, Engineering, or a related field required

Nice To Haves

Experience standing up or leading a Journey Management Office, CX Centre of Excellence, or equivalent enterprise function
Familiarity with SAFe or equivalent scaled agile frameworks at a portfolio or program level
Experience owning enterprise-level CX metrics - NPS, customer effort score, complaints - and driving systemic, sustained improvement
Background in subprime, near-prime, or financially underserved customer segments - understanding of vulnerability, hardship, and responsible lending obligations
Track record of building organizational capability through toolkits, playbooks, communities of practice, or formal learning programs
Master’s degree is an asset

Responsibilities

Define, evolve, and embed the enterprise journey-based operating model. Establish clear roles, accountabilities, and ways of working across Journey Leaders, Product, Technology, and Operations. Drive adoption and consistency across all journeys.
Define and institutionalize the core principles of the journey operating model — customer at the centre, omni-channel by design, build-once deploy-many, value-led prioritization, and continuous optimization. Ensure these principles are embedded in all prioritization, design, and delivery decisions across the enterprise.
Enable cross-journey prioritization and sequencing of initiatives based on enterprise value. Facilitate trade-off decisions across products, channels, and platforms. Provide a unified view of priorities across the journey portfolio, that feeds into enterprise-wide portfolio view, capacity, demand, execution and risk view owned by PMO.
Design governance forums including the Journey Council. Enable rapid, informed decision-making and clear escalation pathways. Ensure alignment across enterprise priorities and strategic initiatives.
Define, maintain, and continuously evolve a robust, live, and current library of customer journey definitions — ensuring they reflect the true end-to-end customer experience across all products, channels, and touchpoints, and are regularly reviewed and updated as the business evolves.
Provide strategic direction, coaching, and leadership to Journey Leaders. Ensure Journey Leaders are driving cross-functional alignment, prioritization, and execution with clarity and impact. Hold collective accountability for journey portfolio performance and delivery quality.
Ensure the delivery of consistent, seamless experiences across Digital, Retail, and Contact Centre. Drive alignment between channel and platform teams. Champion modular, reusable capabilities and a build-once, deploy-many approach across the enterprise.