About the role:

The Senior Manager, Digital Banking is responsible for defining and executing the digital banking strategy for Fairstone Bank's deposit products, including Savings Accounts and Guaranteed Investment Certificates (GICs). This leadership role is accountable for delivering a best-in-class digital banking experience across acquisition, onboarding, servicing, engagement, retention, and lifecycle management.

As a key member of the Digital Banking leadership team, the Senior Manager will drive the evolution of digital capabilities, champion customer-centric innovation, and lead strategic initiatives that accelerate growth, improve operational efficiency, and enhance customer satisfaction. The successful candidate will work at the intersection of Product, Marketing, Technology, Operations, Contact Centre, Risk, Compliance, and Analytics to deliver seamless, secure, and scalable digital banking experiences that support Fairstone Bank's growth ambitions.

Key Responsibilities:

Digital Banking Strategy & Roadmap

• Define and own the digital banking vision, strategy, and multi-year roadmap for deposit products and digital servicing capabilities.
• Lead the evolution of end-to-end customer journeys across acquisition, onboarding, funding, account management, renewals, maturity management, retention, and servicing.
• Identify and prioritize opportunities to enhance self-service capabilities, digitize manual processes, and reduce operational dependency.
• Develop business cases and strategic recommendations that align customer needs, regulatory requirements, and organizational objectives.
• Monitor emerging industry trends, fintech innovations, and competitive digital banking capabilities to inform roadmap priorities.

Digital Growth & Performance Management

• Own key digital banking performance metrics, including digital acquisition, conversion, onboarding completion rates, product adoption, engagement, retention, and servicing effectiveness.
• Develop and monitor KPI dashboards to measure business outcomes, customer behavior, and operational efficiency.
• Establish targets and track benefits realization for digital investments, ensuring measurable business value and ROI.
• Leverage data analytics and customer insights to identify growth opportunities and inform strategic decision making.
• Provide regular performance reporting, insights, and recommendations to senior leadership.

Customer Experience & Journey Optimization

• Lead the design and continuous improvement of digital experiences across web, mobile, and assisted digital channels.

• Champion customer-centric design principles and leverage customer insights, analytics, and feedback to optimize digital journeys.

• Drive improvements in customer acquisition, engagement, adoption, retention, and digital self-service utilization.

• Identify friction points across customer journeys and develop solutions that simplify experiences while reducing servicing demand.
• Collaborate with CX, Marketing, and Analytics teams to improve customer satisfaction, Net Promoter Score (NPS), and digital adoption metrics.

Cross-Functional Delivery

• Lead cross-functional initiatives involving Product, Technology, Operations, Marketing, Contact Centre, Risk, Compliance, and external partners.

• Collaborate with Product Owners and Technology teams to translate strategic objectives into prioritized roadmaps, business requirements, and customer-centric solutions.
• Drive successful delivery of digital initiatives through Agile, hybrid, or iterative delivery methodologies.

• Facilitate alignment among stakeholders and effectively manage competing priorities, dependencies, and risks.

• Ensure seamless transition from delivery through operational readiness, launch, adoption, and ongoing optimization.

Operational Effectiveness & Performance

• Lead initiatives aimed at improving servicing efficiency, reducing cost-to-serve, and increasing digital self-service adoption.
• Identify opportunities for automation, workflow optimization, straight-through processing (STP), and enhanced operational scalability.
• Partner with Operations and Contact Centre leaders to reduce service volumes and improve customer resolution outcomes.
• Establish governance frameworks to measure operational effectiveness and support continuous improvement initiatives.
• Drive organizational change management and user adoption strategies for new digital capabilities.

Risk, Compliance & Controls

• Ensure digital banking solutions comply with regulatory requirements, including OSFI guidelines, privacy legislation, consumer protection requirements, and internal risk frameworks.
• Partner with Risk, Compliance, Legal, Fraud, and AML teams to identify, assess, and mitigate risks associated with digital banking products and services.
• Support audits, regulatory reviews, control testing, and remediation activities.
• Maintain strong governance practices throughout the product lifecycle while balancing risk management and innovation objectives.

What we're looking for:

• Bachelor's degree in Business, Commerce, Technology, Engineering, or a related field; MBA or Master's degree preferred.
• 10+ years of experience in digital banking, digital product management, customer experience, or financial services.

• Proven experience defining and delivering digital strategies and roadmaps that drive measurable business outcomes.
• Deep understanding of retail banking and deposit products, including savings accounts, term deposits, and GICs.
• Demonstrated success leading large cross-functional initiatives involving technology, operations, customer experience, and regulatory stakeholders.
• Strong knowledge of digital product management, customer journey design, analytics, and Agile delivery methodologies.
• Experience leveraging data, experimentation, and customer insights to optimize digital experiences and business performance.
• Exceptional leadership, stakeholder management, communication, influencing, and relationship-building skills.
• Strong strategic thinking and problem-solving capabilities, with the ability to balance customer needs, operational considerations, risk requirements, and commercial objectives..

What you'll love about working here:

• Award-Winning Culture: We're proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal's Top Employers 2025 by Canada's Top 100 Employers.
• Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.
• Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.
• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.
• On-Site Fitness: Gym access at our London and Montreal offices.
• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.

What you can expect - pay & process:

• Expected base salary range is $115,000 - $130,000
• This posting is for an existing vacancy within our organization.
• Artificial intelligence may be used in parts of the recruitment process.

#CORPON

If what you read excites you, we'd like to hear from you! Please submit your application and we'll contact you if you become selected for first stages of the interview process.

Learn more: https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/

If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Time Type:
Full time

Job Type:
Permanent