Senior Digital Client Journey Owner

Richardson Wealth Ltd•Toronto, ON

61d•Hybrid

About The Position

The Senior Digital Client Journey Owner is responsible for owning the client journey including strategy, financial measurement and management, market and user research, journey optimization (e.g. experience redesign), journey orchestration and agile delivery and execution. Responsible to develop and implement an industry-changing digital strategy for Richardson Wealth that will enable the firm to deliver an unmatched, seamless digital experience for clients and advisors and find new ways to serve clients, integrate digital touchpoints and channels to improve operational efficiencies and attract the next generation of client, advisor and employee with flexible options for engagement. The Senior Digital Client Journey Owner is defined as the comprehensive digital solution to interact across the complete Wealth Management value chain between client, advisor and head office. It includes experiences such as: Client Portal & Mobile App, client reporting and client-focused dashboards for Advisor, Employee & Client, integration, workflow & business rules required to support the client journey.

Requirements

10+ years of relevant digital strategy and delivery experience
Degree in Business or Marketing, MBA preferred
Strong understanding of the Wealth Management industry trends and regulatory environment with a strategic mindset
Experience participating in agile ceremonies, managing EPIC/Features plan, tracking team level metrics, removing blockers
P&L management experience with demonstrated history of driving profitable product/program adoption and growth
Planning and organizational skills with a strong ability to work in a fast-paced environment and manage multiple deadlines and priorities, ability to manage functional programs independently
Experience working in both a technical and business context is an asset; able to translate business concepts into easy-to-understand technical language
Strong coordination skills across multiple stakeholders and departments
Strong interpersonal skills with ability to form strong working relationships
Strong ability to present complex ideas, address possible objections and persuade others, often at higher levels, to adopt a different point of view
Ability to deal with and influence individuals at all levels of the organization, along with vendors and consultants
Exhibits and encourages a positive and proactive approach toward change and ongoing development
Must have the ability to change direction quickly with a strong understanding of change management
Superior communication and facilitation skills
Excellent English and French language skills, both oral and written due to frequent interactions with English and French-speaking colleagues or internal partners across Canada
Robust presentation, documentation and analysis experience
Works well with team and as a sole contributor
Superior problem solving and critical thinking
Solves unique and complex problems that have a significant impact on clients and company operations
Demonstrates conceptual and innovative thinking when formulating solutions

Responsibilities

Establish the Client Digital Journey vision including the integration model with advisor and head office and supporting strategy that will deliver target business outcomes and best in class digital experiences
Decompose business goals to identify strategic opportunities and establish a roadmap centered around MVP defining short, medium and long-term objectives in collaboration with various product owners
Develop the business case by defining and measuring OKRs. Ultimately accountable for key results of the journey.
Manage key metrics and revenues and costs, applying a test and learn approach to optimize performance and return on investment for journeys, experiences and feature enhancements
Responsible for total cost of ownership of journey in collaboration with partners
Represent the voice of clients and work with advisors to understand their evolving needs to engage with clients and grow their businesses.
Responsible for multipronged research practice, combining qualitative research data and journey metrics, identifying opportunities for design and orchestration and monitoring and measuring performance. Examples include research, creation of a journey map, establishing journey-analytics capabilities, conducting customer-listening or voice-of-customer research and analysis and reporting of data and insight
Lead journey design activities including prioritization of design work, design thinking and ideation. Work with partners on prototyping, testing and iteration and ensure all stakeholders are engaged throughout.
Actively conduct market intelligence to understand competing offers, trends in the marketplace and emerging investment solutions and related technologies delivering business value
Define target client journey and experiences and ensure they are evergreen on an ongoing basis
Evolve advisor, client and operational experience design with process efficiency including optimizing processes as needed and maintenance of process documentation across journey teams
Provide thought leadership and identify, interpret, and capitalize on client and advisor trends and new technologies that contribute to the overall evolution of the digital platforms and omnichannel experiences with a digital-first, customer-centric mindset
Lead regular meetings with executives, advisors and head office teams to monitor performance, identify unmet needs, emerging risks and opportunities
Work with various partners to determine business and technology capabilities, coordinate cross functional optimization efforts required to activate the target state journeys
As business lead / journey lead, responsible for leading multiple large, complex, multi-year business transformation initiatives. Heads projects of considerable risk and complexity; develops project rollout strategies
Responsible for defining and prioritizing the Journey EPICs and Features including business outcomes and acceptable criteria
Represent business throughout development stage and lead Business/User acceptance testing (UAT)
Participate in PI Planning, Iteration Reviews, System Demos, for each of the products and orchestrate the E2E journey
Support teams in problem solving complex issues, proactively addressing key risks and serve as escalation point for key issues
Ensure delivery addresses applicable legal, compliance regulatory and internal policy requirements
Report status updates to respective governance committees and direct project teams to ensure deadlines and objectives are met
Proactively engage senior stakeholders to understand business and advisor needs and provide transparency of roadmap and execution progress for their journey
Effectively communicate with peers and senior management teams in Richardson Wealth and iA Wealth and across other internal partners in a clear, compelling and concise manner, and influence with key insights, ideas and strategies
Escalate and keep executive sponsors and stakeholders informed of key issues, risks and interdependencies
Build and manage relationships with key partners at all levels, including effectively engaging senior executives
Build relationships with relevant external partners (e.g. technology companies, service providers) to keep abreast of innovation development, influence roadmaps to align with Richardson Wealth and iA Wealth needs and obtain support to resolve issues
Manages strategic partner relationships with third party product providers
Responsible for change management strategy. Partner with various teams for planning and execution including Advisor Experience and Growth, communication, training, branding, marketing and support
Deploy change management and communication tactics that ensures the changes are understood throughout the organization and effective change leadership is deployed to the impacted Richardson Wealth and iA Wealth stakeholders
Ensure written and verbal communications are tailored based on audience and situation to maximize buy-in and establish productive working relationships
Mitigate risks associate with major changes to critical processes and platform supporting the client, advisor and employee journey
Accountable for adoption and ongoing management of the advisor, client and employee experience