Program Manager, Client Experience

At Canadian Forces Morale and Welfare Services (CFMWS), we’re more than just a workplace; we’re a proud community dedicated to supporting Canadian Armed Forces members, veterans and their families in their daily lives. We carefully curate and provide programs and services designed to meet their unique needs and enhance their mental, social, physical, financial and familial well-being. CFMWS employees deliver programs and services including recreation, sports and fitness programs, customized financial services, retail services, access to retail savings and discounts and offers family support and organizes charity events.

Our success stems from living our values. Our employees care about their role in supporting Canadian Armed Forces members, veterans and their families and act with integrity in all they do. Thriving in our close-knit environment, we act as one team with one mission. We constantly seek new ideas and creative ways to deliver the best possible programs and services.

As an employer, we offer a commitment to your health, wellness and growth. We provide a diverse range of roles across many locations and a career where you can make a meaningful impact.

A full suite of financial solutions, tailored to the realities of our Canadian Armed Forces Members and their families, is offered through the SISIP Financial division within CFMWS. In addition to conventional insurance, investment and financial advice products and services, we pride ourselves in delivering preventative financial education and, where required, counselling, to support our members’ financial wellbeing. At SISIP, we keep our members at the center of everything we do. Our ultimate target is the right solution at the right time for our members, and our commission-free environment reinforces this. As a social enterprise, the profits we make help fund programs within the Canadian Armed Forces (CAF) community to benefit members and their families.

SISIP Financial services are available to Canadian Armed Forces Members both virtually and in-person. We have 23 offices located in CAF communities across Canada. Our national office is located in Ottawa.

At SISIP Financial, we are relentless in our pursuit of delivering exceptional client service experiences to CAF members, veterans, and their families. We are seeking an experienced and motivated Program Manager, Client Experience, who will play a pivotal role in leading initiatives that elevate the SISIP client journey.

In this role, you will work cross‑functionally to lead projects from inception to implementation, using strong facilitation and influence skills to align diverse stakeholders. A key focus will be integrating digital services and platforms into existing business processes to ensure successful outcomes. The ideal candidate brings a proven track record in client experience program delivery within the financial services sector, with complementary experience in business process management and customer journey mapping considered a strong asset.

Success in this role requires empathy, curiosity, and the ability to translate customer needs into meaningful, actionable improvements. You will communicate complex concepts with clarity and impact, enabling informed decision‑making across the organization. As a change leader, you will champion innovation in service delivery and foster a culture of continuous improvement.

If you are passionate about shaping client experiences and driving transformation within a dynamic organization, we invite you to apply and join the SISIP Financial team.

Education, Certifications and Licenses

Bachelor’s degree in Business Administration, Commerce, Economics or a related discipline AND several years of experience in financial services and project management, or a related field

Experience

In designing, developing and coordinating financial services and customer focused programs/activities
In conducting and evaluating research and analysis
In project management and delivery
In providing advice, guidance and recommendations on designated program areas
In planning and developing communication content and/or conducting presentations
In collaboration and stakeholder management
In facilitation of user adoption/engagement
In developing, interpreting and evaluating policies, guidelines and procedures
In business and data analysis and reporting, including Key Performance Indicators (KPIs)
In personnel administration
In budget administration

Competencies

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.

Plan, develop, implement, and evaluate the delivery of financial programs, projects, and activities. to ensure successful delivery of designated program areas.

Guide stakeholders and cross-functional teams in the development of programs or program enhancements and associated policies, strategies, regulatory guidelines, and program cost and budgets.

Research, evaluate, amend and/or recommend tools, processes and/or systems to support financial services programs, projects and activities.

Interpret, monitor and participate in the development, application and implementation of policies and procedures.

Lead and represent the Organization on committees, task forces and working groups.

Develop, maintain and implement Standard Operating Procedures (SOPs) and guidelines.

Language Requirement: Bilingual (English and French) Essential

Reading: Advanced
Writing: Functional
Oral: Advanced

Start Date: June 1, 2026

This is a hybrid position with an assigned work location allowing the employee to work partly from a corporate office and partly from a home office in accordance with the CFMWS Flexible Work Options Policy, and with approval from the direct manager.

Salary plus Employee Performance Plan.

Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance and disability insurance.

Work Life Balance: Flexible work options and a wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Payment of professional association memberships, online learning opportunities including a LinkedIn Learning subscription and second language training.

Perks: Discounts through CF One Member Appreciation.

Explore all the benefits CFMWS offers by visiting: https://cfmws.ca/Benefits

CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of Canadian society. If contacted in relation to a job opportunity or assessment, you should advise the recruitment team in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.