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Added 5 mins ago
A
Senior Manager
Ashling
Toronto, ON
- $125,000 to $140,000 CAD / year
- Full-time
…harnessing the power of intelligent process automation, RPA, Process Intelligence, agentic AI, data capture/OCR, and Machine Learning technologies. Our team utilizes lean agile principles…
Added 5 mins ago
AC
Mechanical Engineer
Amaris Consulting | Part of Mantu
ON · Ontario, Canada
- Full-time
No Artificial Intelligence (AI) tools are used in the screening, assessment, or selection of candidates for this position. All stages of the recruitment process are conducted by human…
Added 5 mins ago
B
Facility Manager II
BGIS
Toronto, ON
- Full-time
Risk Management, Emergency Preparedness and Business Continuity Planning and Execution
Added 5 mins ago
NS
Azure Databricks Solutions Architect
N2P Systems
Toronto, ON
- Full-time
You will work closely with business stakeholders, engineering teams, data specialists, and technology leaders to define end-to-end architecture, drive cloud transformation, and deliver…
Added 5 mins ago
WC
(CAN) Customer Service Manager
Walmart Canada
Vegreville, AB
- $15 CAD / hour
- Full-time
Be open to working a variety of shifts, including evenings, weekends, and holidays, based on business needs. Your adaptability helps ensure the store runs smoothly and customers receive…
Added 5 mins ago
MT
Bilingual Human Resources Business Partner / Partenaire d’affaires, ressources humaines bilingue
MT Talent Solutions Inc.
Montreal, QC
- $90,000 to $115,000 CAD / year
- Full-time
…We are currently seeking a driven Bilingual Human Resources Business Partner to be part of their continued growth and success. This is a hybrid role, working in office 4 days per…
Added 5 mins ago
SM
Storeperson
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Alliston, ON
- Full-time
College Diploma in Business and/or Logistics and Supply Chain Management preferred
Added 5 mins ago
C
Sr. Client Engagement Associate [Hourly]
CIBC
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- Full-time
As a member of the Personal and Business Banking Team, you’ll use your expertise in financial services products and customer service to help clients as they manage their day-to-day banking…
Added 5 mins ago
CC
Donor Care Representative
Canadian Cancer Society
St. John's, NL
- $48,000 CAD / year
- Full-time
For roles based in Quebec, French is required. Knowledge of another language may be required depending on job responsibilities and business needs.
Added 5 mins ago
VB
Engineer - Ground Control
Vale Base Metals
Sudbury, ON
- Full-time
…to aerospace, batteries to magnets, robotics to artificial intelligence, a secure and responsible supply of critical minerals is fundamental to power modern technologies. And at Vale Base…
Added 5 mins ago
CC
Donor Care Representative
Canadian Cancer Society
Prince George, BC
- $48,000 CAD / year
- Full-time
For roles based in Quebec, French is required. Knowledge of another language may be required depending on job responsibilities and business needs.
Added 5 mins ago
CC
Donor Care Representative
Canadian Cancer Society
Toronto, ON
- $48,000 CAD / year
- Full-time
For roles based in Quebec, French is required. Knowledge of another language may be required depending on job responsibilities and business needs.
Added 5 mins ago
A
Représentant(e) des ventes en relations bancaires/Banking Relationship Sales Representative
ADP
Montreal, QC
- Full-time
Added 5 mins ago
ZA
Detailer - Maple Mazda (26339)
Zanchin Automotive Group
Vaughan, ON
- Full-time
You will be part a winning team -- we are a leader in the industry driven by 50 years of people-centric business modelling.
Added 5 mins ago
IF
Assistant Branch Manager
Investia Financial Services
Vancouver, BC
- Full-time
…successful candidate should be comfortable looking at an advisor's business from a different perspective and adapting the way they provide support based on what that particular advisor…
Added 5 mins ago
C
Financial Services Associate (Mandarin)
CIBC
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- Full-time
As a member of the Personal and Business Banking Team, you’ll partner with Financial Advisors to help high value clients secure their futures and set up their businesses. As a Financial…
Added 5 mins ago
CC
Donor Care Representative
Canadian Cancer Society
Montreal, QC
- $48,000 CAD / year
- Full-time
For roles based in Quebec, French is required. Knowledge of another language may be required depending on job responsibilities and business needs.
Added 5 mins ago
F
Manager, Information Security Risk
FCT
Oakville, ON
- Full-time
…and inclusive environment is critical for the success of our business, and we actively work towards it every…
Added 5 mins ago
CC
Donor Care Representative
Canadian Cancer Society
Ottawa, ON
- $48,000 CAD / year
- Full-time
For roles based in Quebec, French is required. Knowledge of another language may be required depending on job responsibilities and business needs.
Added 5 mins ago
CC
Donor Care Representative
Canadian Cancer Society
Quebec, QC
- $48,000 CAD / year
- Full-time
For roles based in Quebec, French is required. Knowledge of another language may be required depending on job responsibilities and business needs.
Added 5 mins ago
CC
Donor Care Representative
Canadian Cancer Society
Kelowna, BC
- $48,000 CAD / year
- Full-time
For roles based in Quebec, French is required. Knowledge of another language may be required depending on job responsibilities and business needs.
Added 5 mins ago
Fraud Analyst
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Langley (District), BC · Langley, BC
Diploma in Business, Finance, Risk Management, Criminology, Information Security, Data Analytics, or related discipline required; CFCI, CFE are considered an asset
Added 5 mins ago
GA
Communications Manager, Canada
G Adventures
Toronto, ON · Base Camp - Toronto, Canada
- Full-time
…and performance analysis to drive brand awareness and support business…
Added 5 mins ago
SH
Clinical Manager, NICU/Paediatrics
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- Full-time
Participates in emergency preparedness, surge planning, and business continuity initiatives.
Added 5 mins ago
Business Analyst
Government of Alberta
AB
…Information Technology and Operations Branch is looking for a Business Analyst who is innovative, self-motivated and enjoys working with multiple technologies including web-based…

BMO

Manager, Customer Experience & Transformation

Toronto, ON, Canada
BMOPLACE, Canada

$70,000.00 - $150,000.00 · Full-time

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Job details

Pay: $70,000.00 - $150,000.00
Job type: Full-time
Apply by: Nov 19, 2026
Experience: Typically 5–7 years of relevant experience and a post-secondary degree in a related field of study, or an equivalent combination of education and experience.
Posting language: English
Posted: Nov 5, 2026

Original job description

Application Deadline:

11/18/2026

Address:

33 Dundas Street West

Job Family Group:

Strategy & Change

Role Summary

The Manager, Customer Experience & Transformation puts the customer at the centre of process design and continuous improvement. The role analyzes customer complaints, surveys and NPS results, incidents, operational data and competitive benchmarks, including Bain, to identify root causes of customer friction, emerging trends and opportunities for improvement.

These insights are translated into prioritized, actionable recommendations, with initiatives advanced at pace to improve customer outcomes, NPS and competitive performance.

The role designs, develops, tests, implements, measures and manages processes, ensuring process design reflects current business strategy and stakeholder requirements while supporting the desired customer experience. Processes may relate to, but are not limited to, fulfillment, operations, servicing and sales.

Key Accountabilities

Customer Insights & Experience Improvement

Analyzes customer complaints, survey results (NPS, Bain), incidents and call drivers to identify the root causes of customer pain points and detractor themes.
Recommends and implements solutions that improve NPS and Bain ranking, based on analysis of customer impact, volume and business implications.
Identifies emerging issues and trends early to inform decision-making and shift the business from reactive to proactive.
Integrates information from multiple sources (feedback, complaints, incidents, operational data) into a single view of the customer experience.
Designs and produces regular and ad-hoc reports and dashboards. Monitors performance against customer experience targets and addresses issues quickly.
Establishes success measures and evaluates post-implementation results to determine whether changes have delivered the intended customer and business outcomes.

Trusted Advisor & Strategy

Acts as a trusted advisor to business partners and leaders on customer experience opportunities, priorities and transformation initiatives.
Uses customer insights and data to influence decision-making and recommend priorities.
Develops clear, concise recommendations and materials for senior leadership, translating complex issues into actionable business decisions.
Conducts independent analysis and assessment to resolve strategic issues and develops data-driven recommendations.
Builds alignment across stakeholders with competing priorities and drives decisions toward a common outcome.
Supports the development and execution of strategic initiatives with internal and external stakeholders.

Process Design & Optimization

Leads the design, development, testing, implementation, measurement and ongoing management of processes that support business strategy and deliver the desired customer experience.
Designs processes based on business requirements and best practices. Ensures they adhere to applicable risk, regulatory and compliance requirements.
Streamlines, simplifies and continuously improves existing processes at pace to minimize customer friction.
Identifies opportunities to eliminate, simplify, automate or digitize processes and recommends changes that improve efficiency and customer outcomes..
Collaborates in the design, implementation and management of core business/group processes.
Participates in the integration of core process transformation across business/groups to deliver productivity savings and a better customer and employee experience.
Resolves process issues raised by any source or stakeholder, including customers, frontline teams and partners.

Change Management & Stakeholder Engagement

Builds change management plans of varying scope and type. Leads or participates in readiness assessments, planning, stakeholder management, execution, evaluation and sustainment.
Defines the change and communication plan to positively influence behaviour. Develops tailored messaging and identifies the right distribution channels.
Builds effective relationships and ensures alignment across internal and external stakeholders.
Develops an understanding of organizational interactions and complexity to engage the right stakeholders.

Documentation, Governance & Operational Support

Documents processes (process flows, playbooks, procedures and end-user materials) to vet, communicate and implement them with stakeholders. Keeps documentation current.
Ensures processes meet established standards and uses templates and tools to track compliance and operational effectiveness.
Supports process management using established methodologies and tools/systems/technology.
Assists with training and the transition of processes and tools/templates to process owners.
Provides input into the planning and implementation of operational programs.

Scope & Judgment

Focus is primarily on the business/group within BMO, and may be broader or enterprise-wide.
Provides specialized consulting, analytical and technical support.
Exercises independent judgment to identify, diagnose and resolve complex and non-routine customer experience and business problems, escalating where appropriate.
Stays current on industry, customer experience and business trends through professional associations, practice communities and individual learning.
Broader work or accountabilities may be assigned as needed.
Takes measured risks while protecting the bank by applying our Risk Management Framework in the execution of the role. This is in line with our Risk Culture and within our approved Risk Appetite. It means making sound, risk-informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications

Typically 5–7 years of relevant experience and a post-secondary degree in a related field of study, or an equivalent combination of education and experience.
Deep understanding of, and problem-solving ability for, issues within the business/group.
Experience analyzing customer feedback (NPS, surveys, complaints, incidents) and translating insights into actions that improve the customer experience. (In-depth)
Experience with customer analytics, reporting and visualization tools such as Excel and Power BI.
Strong ability to influence stakeholders and drive outcomes without direct authority.
Proven ability to effectively manage multiple priorities and initiatives.
Knowledge of business analysis, project delivery practices and standards across the project lifecycle. (In-depth)
Knowledge of business/group processes, procedures and controls, including process design and continuous improvement. (In-depth)
Understanding of risk, regulatory and compliance requirements. (In-depth)
Deep knowledge and technical proficiency gained through extensive education and business experience.
Verbal and written communication skills. (In-depth)
Collaboration and team skills. (In-depth)
Analytical and problem-solving skills. (In-depth)
Influence skills. (In-depth)
Data-driven decision making. (In-depth)

Salary:

$70,000.00 - $150,000.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.

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More about this job

Responsibilities

The Manager, Customer Experience & Transformation analyzes customer feedback and operational data to identify friction points and drive process improvements. They act as a trusted advisor to leadership, designing and implementing strategic initiatives that enhance customer outcomes and business performance.

Requirements

Candidates should have 5–7 years of relevant experience and a post-secondary degree in a related field. Strong proficiency in customer analytics, stakeholder influence, and process management is required.

Skills

Customer experience
Process design
Data analysis
NPS
Stakeholder management
Change management
Strategic planning
Business analysis
Power BI
Excel
Continuous improvement
Risk management
Reporting
Visualization
Communication skills
Problem solving

Benefits

Health insurance
Tuition reimbursement
Accident insurance
Life insurance
Retirement savings plans

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Transformation
NPS
Bain
Process Design
Continuous Improvement
Data Analysis
Power BI
Excel
Change Management
Stakeholder Engagement
Risk Management
Business Strategy
Operational Data
Customer Insights
Reporting
Dashboarding
Compliance
Regulatory Requirements
Project Lifecycle
Business Analysis
Strategic Consulting
Customer Friction
Process Optimization
Performance Monitoring
Actionable Recommendations
Business Intelligence
Customer Outcomes
Process Flows
Playbooks

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