Who we are:

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig. Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products-residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending, we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers. Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

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 perks 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 ong

📌 Sr, Manager Digital Banking (Toronto)
🏢 Fairstone Financial
📍 Toronto