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Added 5 mins ago
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Senior Manager
Ashling
Toronto, ON
- $125,000 to $140,000 CAD / year
- Full-time
As a Senior Manager, you will lead multiple project teams and workstreams within complex client engagements. You’ll be accountable for successful delivery, client value, project quality,…
Added 5 mins ago
RU
Office Clerk
Ricoh USA, Inc.
Toronto, ON
- Full-time
The Field Support Representative is responsible for supporting the daily operations of one or more Managed Services locations including any or all of the following: copy, print and scanning…
Added 5 mins ago
P
Spécialiste bilingue des applications cliniques - Surveillance des patients en milieu hospitalier (poste sur le terrain au Québec)
Philips
Montreal, QC
- Full-time
Utiliser des compétences exceptionnelles en matière d'organisation et de service client pour offrir un soutien avant-vente et offrir de la formation après-vente sur l’utilisation des…
Added 5 mins ago
VC
Regional Trainer, Canada
Van Cleef & Arpels
Toronto, ON
- Full-time
…training related activities in the region in coordination with manager. Program topics include, but are not limited to sales generation, client experience, Maison heritage, product…
Added 5 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Internship
Demonstrated commitment to customer service and teamwork.
Added 5 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Internship
Demonstrated commitment to customer service and teamwork.
Added 5 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Demonstrated commitment to customer service and teamwork.
Added 5 mins ago
TI
Hotel Manager
Tattingstone Inn
Wolfville, NS
- Full-time
We are seeking a dynamic and experienced Boutique Hotel Manager to oversee the daily operations of our boutique hotel. The ideal candidate will possess strong leadership skills and a…
Added 5 mins ago
E
Management Trainee
Enterprise
New Minas, NS
- Full-time
Whether you see yourself in sales, business development, customer service, retail management, or operations, as a manager in training, you can count on a career path with a clear beginning…
Added 5 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Demonstrated commitment to customer service and teamwork.
Added 5 mins ago
IF
Assistant Branch Manager
Investia Financial Services
Vancouver, BC
- Full-time
The Assistant Branch Manager will also support day-to-day branch operations, advisor onboarding and training, staff coordination, regulatory and company requirements, reporting, operational…
Added 5 mins ago
MR
Project Manager III
Motion Recruitment
Vancouver, BC
- $75 to $95 CAD / hour
- Contract
A leading Canadian wealth management and financial services organization is seeking a Senior Project Manager to join its Project Management Office (PMO) on a 12-month contract. This role…
Added 5 mins ago
E
Senior Technology Specialist, Integration
Equitable
Waterloo, ON
- $85,000 to $110,000 CAD / year
- Full-time
…solutioning of the API Management components, will manage APIM service instances and create the APIs, operations, and products that are used by developers to unlock the potential of their…
Added 5 mins ago
RU
Senior Field Representative, Technology Service
Ricoh USA, Inc.
London, ON
- Full-time
Field Service Technician / Senior Field Representative, Technology Services
Added 5 mins ago
GO
Project Engineer
Grey Owl Engineering Ltd
Calgary, AB
- Full-time
…the international upstream oil and gas industry. As a full-service EPCM, the company specializes in upstream facilities, gas plants, and pipeline integrity projects. Grey Owl Engineering is…
Added 5 mins ago
E
Management Trainee
Enterprise
Strathroy, ON
- Full-time
Whether you see yourself in sales, business development, customer service, retail management, or operations, as a manager in training, you can count on a career path with a clear beginning…
Added 6 mins ago
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Associate - Equity Derivatives TDS
BMO
Toronto, ON · FCP
- Full-time
Acts as primary back-up to team members and as back-up to the manager.
Added 6 mins ago
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Regional Trainer, Canada
Richemont
Toronto, ON
- Full-time
…training related activities in the region in coordination with manager. Program topics include, but are not limited to sales generation, client experience, Maison heritage, product…
Added 6 mins ago
Mineral Deposits/Economic Geologist (Geologist 4)
The Government of Nova Scotia
Halifax, NS
The Geologist 4 is responsible for applied, high quality, field-based research and activities to:
Added 6 mins ago
Business Analyst
Government of Alberta
AB
The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding career opportunities.
Added 6 mins ago
Manager - Violence Prevention, Intervention & Response Program
Nova Scotia Health and IWK Health
Halifax, NS
…practice for regulated and unregulated care providers in health service settings across NSH and IWK and other sectors of the…
Added 6 mins ago
Youth Health Centre Coordinator - Public Health (Bilingual)
Nova Scotia Health and IWK Health
Antigonish, NS
Reporting to the Manager Healthy Communities, the Youth Health Centre Coordinator (YHCC) is an active member of the Healthy Communities Public Health Team and works within the Public Health…
Added 6 mins ago
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Laboratory Analyst
ALS
Kamloops, BC · CAN - BC - Kamloops (Bowers Place)
- Full-time
Maintain a clean and safe work environment by following all safety requirements within the Safety Manual and communicate all safety concerns to the Supervisor or Manager;
Added 20 mins ago
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Lab Technician II - Grills
Napoleon
Barrie, ON
- Full-time
Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a…
Added 20 mins ago
OI
Account Coordinator, Season Seat Services
OEG Inc.
Edmonton, AB
- Full-time
Reporting to the Manager, Season Seat Services, the Account Coordinator, Season Seat Services will act as a brand ambassador for Oilers Entertainment Group, providing a proactive approach…

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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