About UsAs a leading Canadian wealth management organization, Richardson Wealth offers the personal touch of a boutique firm while delivering big results. With offices across the country, we are home to some of Canada’s best investment advisors. We’ve embarked on an exciting growth phase – a multi-year transformational journey to enhance our entrepreneurial, high-performing, advisor‑centric culture.Position OverviewThe 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.Duties & ResponsibilitiesStrategy, Business Cases & Financial ManagementEstablish 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 experiencesDecompose 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 ownersDevelop 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 enhancementsResponsible for total cost of ownership of journey in collaboration with partnersJourney Research & DesignRepresent 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 insightLead 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 valueDefine target client journey and experiences and ensure they are evergreen on an ongoing basisEvolve advisor,



client and operational experience design with process efficiency including optimizing processes as needed and maintenance of process documentation across journey teamsProvide 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 mindsetLead regular meetings with executives, advisors and head office teams to monitor performance, identify unmet needs, emerging risks and opportunitiesAgile Delivery & ExecutionWork with various partners to determine business and technology capabilities, coordinate cross functional optimization efforts required to activate the target state journeysAs 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 strategiesResponsible for defining and prioritizing the Journey EPICs and Features including business outcomes and acceptable criteriaRepresent 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 journeySupport teams in problem solving complex issues, proactively addressing key risks and serve as escalation point for key issuesEnsure delivery addresses applicable legal, compliance regulatory and internal policy requirementsReport status updates to respective governance committees and direct project teams to ensure deadlines and objectives are metStakeholder Management & CommunicationProactively engage senior stakeholders to understand business and advisor needs and provide transparency of roadmap and execution progress for their journeyEffectively 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 strategiesEscalate and keep executive sponsors and stakeholders informed of key issues, risks and interdependenciesBuild and manage relationships with key partners at all levels, including effectively engaging senior executivesBuild 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 issuesManages strategic partner relationships with third party product providersChange Management & AdoptionResponsible for change management strategy. Partner with various teams for planning and execution including Advisor Experience and Growth, communication, training, branding, marketing and supportDeploy 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 stakeholdersEnsure written and verbal communications are tailored based on audience and situation to maximize buy‑in and establish productive working relationshipsMitigate risks associate with major changes to critical processes and platform supporting the client, advisor and employee journeyAccountable for adoption and ongoing management of the advisor, client and employee experienceSkills & Qualifications10+ years of relevant digital strategy and delivery experienceDegree in Business or Marketing, MBA preferredStrong understanding of the Wealth Management industry trends and regulatory environment with a strategic mindsetExperience participating in agile ceremonies, managing EPIC/Features plan, tracking team level metrics, removing blockersP&L management experience with demonstrated history of driving profitable product/program adoption and growthPlanning 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 independentlyExperience working in both a technical and business context is an asset; able to translatebusiness concepts into easy‑to‑understand technical languageStrong coordination skills across multiple stakeholders and departmentsStrong interpersonal skills with ability to form strong working relationshipsStrong ability to present complex ideas, address possible objections and persuade others, often at higher levels, to adopt a different point of viewAbility to deal with and influence individuals at all levels of the organization, along with vendors and consultantsExhibits and encourages a positive and proactive approach toward change and ongoing developmentMust have the ability to change direction quickly with a strong understanding of change managementSuperior communication and facilitation skillsExcellent English and French language skills, both oral and written due to frequent interactions with English and French‑speaking colleagues or internal partners across CanadaRobust presentation, documentation and analysis experienceWorks well with team and as a sole contributorSuperior problem solving and critical thinkingSolves unique and complex problems that have a significant impact on clients and company operationsDemonstrates conceptual and innovative thinking when formulating solutionsSalary & BenefitsThe expected annualized base salary range for this role is $94,500-$115,500.The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, and the consideration of internal equity.Richardson offers a competitive total rewards package in addition to the base pay, which includes a performance‑based incentive plan, comprehensive health & dental benefits, a group RRSP matching plan and paid time off.Why ApplyOur firm is only as good as the people who work here. Our employees are exceptional because they combine in-depth expertise with enthusiasm, and empathy. From our front office talent to our colleagues behind the scenes, we have one focus: to ensure our people thrive here more than anywhere else. Are you creative, self‑driven, and client‑centric? If so, we’re ready to invest in you.Equity, Diversity & InclusionRichardson Wealth is an equal opportunity employer and committed to providing a diverse, equitable and inclusive environment. We are happy to meet your individual needs in keeping with the Canadian Charter of Rights and Freedoms and the Accessibility for Ontarians with Disabilities Act. Candidates may request accommodation at any point during the interview process.#J-18808-Ljbffr

📌 Senior Digital Client Journey Owner - $94,500 - $115,500 A Year (Toronto)
🏢 Richardson Wealth
📍 Toronto