Director, Customer Journey - Originations
Momentum Financial Services Group · Toronto, Canada · hybrid
Who We Are
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
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. This commitment helps us attract and retain talented individuals who share our purpose.
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. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.
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. 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: Director, Director, Customer Journey - Originations
This role is a cross-functional leader responsible for aligning strategy, prioritizing high-value initiatives, and driving end-to-end, customer-centric origination journeys across products and channels to deliver measurable business outcomes
This role reports into the Head of Journey, Centre of Enablement
What You’ll Do
Journey Strategy & Ownership
- End-to-End Journey Ownership: Own the full Origination customer journey across products, channels, and touchpoints, ensuring a seamless, consistent, and high-quality omni-channel experience.
- Strategic Alignment & Execution: Drive alignment to the Journey North Star, ensuring a customer-centric approach while enabling omni-channel capabilities and scalable, reusable (build-once, deploy-many) solutions
Prioritization & Value Management
- Value-Based Prioritization & Focus: Lead prioritization of initiatives based on value, ensuring teams are focused on the highest-impact work to drive optimal business and customer outcomes.
- Cross-Functional Alignment & Trade-Offs: Enable prioritization, sequencing, and trade-off decisions across products, channels, and platforms to maximize overall journey value
Governance, Risk & Compliance
- Governance & Decision-Making: Co-chair the Journey Council with other Journey Leaders, driving alignment, resolving conflicts, and ensuring disciplined execution across the journey.
- Escalation & Leadership Alignment: Surface key risks, dependencies, and trade-offs, and in collaboration with the Project Management Office
- Escalate to senior leadership (CLT) as required to enable timely decision-making.
- Regulatory & Compliance Oversight: Ensure all journey initiatives adhere to regulatory, risk, and compliance requirements.
Performance & Continuous Improvement
- Continuous Improvement & Performance Management: Drive ongoing optimization of journey performance across speed, quality, and experience, delivering measurable outcomes including revenue growth, cost efficiency, and customer satisfaction.
- Contribute to the evolution and optimization of the Journey operating model in collaboration with other journey stakeholders
Team Leadership & Collaboration
Team Health & Collaboration: Foster strong cross-functional collaboration and ensure teams are set up for success with clear priorities and direction.
What You’ll Bring to the Table
Professional Designations (Accreditations, Certificates, Licenses)
Required
- Product Owner/Product Manager (POPM): demonstrates fluency in scaled agile frameworks and the ability to operate effectively within a large, multi-team delivery environment
- Certified SAFe Lean Portfolio Manager (LPM): ability to connect journey strategy to portfolio-level investment and prioritization decisions
Desired
- PROSCI Change Management Certification or equivalent: navigating organizational change is central to this role; formal change management capability is highly valued
- Negotiation & Influence certification: this role operates without direct authority; structured negotiation skills are essential for driving alignment across competing stakeholder priorities
- Customer Experience Certifications / Credentials reinforces customer obsession with formal methodology
Experience
Required
- 12+ years in customer experience, product management, operations, or transformation leadership — with at least 3 years at Director level
- Demonstrated experience leading or transforming customer-facing application processes — pre-qualification, application, funding and onboarding in a regulated environment
- Track record of delivering complex, multi-channel servicing journeys — ideally in financial services, retail banking, or consumer lending
- Experience leading or significantly improving one or more of the following functions: product management, product strategy, acquisition, sales or marketing
- Experience in a subprime, near-prime, or financially underserved customer context — a genuine understanding of vulnerability, hardship, and responsible lending obligations
- Proven ability to make and own cross-functional decisions — not just coordinate between functions
- Experience operating in a governance or steering forum at senior stakeholder level
Desired
- Experience in lending, credit, or consumer finance — origination, application or onboarding is preferred
- Prior experience redesigning or transforming origination processes — moving from siloed, channel-specific models to integrated, customer-led journeys
- Familiarity with SAFe or equivalent scaled agile frameworks applied in an financial services set-up
- Experience owning a customer NPS, customer effort score, or complaints metric — and demonstrably improving it
- Track record of optimizing origination outcomes such as funnel through-put, conversion rates, frictionless application and onboarding processes and cost-to-acquire
Skills
- Customer obsession — ability to hold the customer’s experience as the organizing principle of all delivery decisions, particularly for customers in vulnerable or hardship situations
- Origination fluency — understands how origination processes work end-to-end, including the handoffs, constraints, and failure points across technology, digital and retail channels, and back-office
- Commercial acumen — understanding of how journey performance connects to business outcomes, including cost-to-acquire, conversion rates, customer retention rates, and lifetime value, without needing to own the P&L
- Stakeholder influence — able to challenge, align, and bring along channel heads, PMs, risk leads, and the Leadership team without direct authority over all of them
- Data literacy — reads servicing funnel data, NPS trends, complaints volumes, and capacity bands fluentl