Momentum

Head of Journey Centre of Enablement

Toronto, Canada

Sponsorship not specifiedDetected 35 days ago

AgileLeadershipCommunicationMentoring

About the role

This commitment helps us attract and retain talented individuals who share our purpose.
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.

Responsibilities

Drive adoption and consistency across all journeys.
Set and Propagate the Journey North Star: 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.
Drive Enterprise Prioritization & Trade-Offs: Enable cross-journey prioritization and sequencing of initiatives based on enterprise value.
Establish Governance & Decision Frameworks: Design governance forums including the Journey Council. Enable rapid, informed decision-making and clear escalation pathways. Ensure alignment across enterprise priorities and strategic initiatives.
Own the Journey Library: 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.
Leadership, Enablement & Capability Building
Drive alignment between channel and platform teams.
Champion modular, reusable capabilities and a build-once, deploy-many approach across the enterprise.
We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.

Requirements

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.

Nice to have

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
Bachelor's degree in business, Finance, Engineering, or a related field required
Master's degree is an asset
Experience owning enterprise-level CX metrics - NPS, customer effort score, complaints - and driving systemic, sustained improvement

Skills

Head of Journey Centre Enablement
Governance, Prioritization & Decision Frameworks
Design governance forums including the Journey Council.
Enable rapid, informed decision-making and clear escalation pathways.
Ensure alignment across enterprise priorities and strategic initiatives.
Journey Library & Enterprise Standards

Compensation

Philosophy: Our strategy is simple-we aim to match the market.
This commitment helps us attract and retain talented individuals who share our purpose.
The salary range for this position is between C$ 175000 to C$ 180000

Benefits

Our benefits include health and dental plans with 100% of the premiums covered.
Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions.
Enjoy the opportunity for a discretionary bonus based on individual performance and company success.

Company info

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
At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most.
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.
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.
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.
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: Head of Journey Centre Enablement
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.

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$ 175000 to C$ 180000

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