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Added 2 mins ago
BP
Assistant Kitchen Manager
Boston Pizza
Halifax, NS
- Full-time
Assistant Kitchen Managers at Canada's leading casual dining restaurant, Boston Pizza, oversee the daily operations of the kitchen, including the training, development and performance…
Added 2 mins ago
BP
Assistant Kitchen Manager
Boston Pizza
Dartmouth, NS
- Full-time
Assistant Kitchen Managers at Canada's leading casual dining restaurant, Boston Pizza, oversee the daily operations of the kitchen, including the training, development and performance…
Added 2 mins ago
BP
Assistant Kitchen Manager
Boston Pizza
Dartmouth, NS
- Full-time
Assistant Kitchen Managers at Canada's leading casual dining restaurant, Boston Pizza, oversee the daily operations of the kitchen, including the training, development and performance…
Added 2 mins ago
BP
Kitchen Manager
Boston Pizza
St. Albert, AB
- Full-time
The Kitchen Manager at Canada's leading casual dining restaurant, Boston Pizza, oversees the daily operations of the kitchen, this includes the managing, scheduling, training, and control…
Added 2 mins ago
TM
Sales Support Specialist - Central Zone
Toyota Motor Corporation
Toyota Canada Inc - Central Zone Office
- Full-time
…This is a full-time opportunity and will report to Zone Sales Manager - Central. The successful candidate will coordinate all sales management functions to allow field staff to concentrate…
Added 2 mins ago
PH
Recruitment Associate
Providence Healthcare
Vancouver, BC
- $32 CAD / hour
- Other
…area and work site may be subject to change consistent with operations requirements and applicable provisions of the Collective Agreement and statutes. **Testing may be required. ***A…
Added 2 mins ago
A
Assistant Director, People & Culture
AccorHotel
Jasper, AB
- Full-time
Partner with the Learning & Development Manager to support meaningful and applicable learning programs for leaders and colleagues, including orientation, onboarding, leadership development,…
Added 2 mins ago
RB
Director & Principal Engineer, AI/ML & MLOps Platform
Royal Bank of Canada
Vancouver, BC
- Full-time
Global Functions Technology (GFT) is part of RBC’s Technology and Operations division. GFT’s impact is far-reaching as we collaborate with partners from across the company to deliver…
Added 2 mins ago
RB
Relationship Manager, Business Markets
Royal Bank of Canada
Toronto, ON
- Full-time
Be on your client’s path, visit your clients on-site to gain a thorough understanding of their business objectives and operations, as permitted
Added 2 mins ago
HE
Sous Chef I
Hotel Equities Group, LLC
Guelph, ON
- Full-time
…Sous Chef I, you'll play an important role in supporting hotel operations, delivering exceptional service, and helping our team achieve its operational and business…
Added 17 mins ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
…organization while delivering a broad range of human resources programs, services, and initiatives. The Human Resources Generalist serves as a trusted resource for administration, benefits,…
Added 17 mins ago
OC
Events & Workplace Manager #14122
Options Consulting Solutions
Toronto, ON
- $85,000 to $95,000 CAD / year
- Full-time
…organized professional to take ownership of events and workplace operations while contributing to an exceptional experience for employees, executives, and…
Added 17 mins ago
DD
The Shoe Co. - Sales Associate
DSW Designer Shoe Warehouse
Kelowna, BC
- Internship
As a (Part-time) Sales Associate, you will report to the Store Manager and assist in fostering inclusivity and diverse customer connections. In this role, you will be responsible for…
Added 17 mins ago
PS
Client Services Manager
Paladin Security Group Ltd
Prince George, BC
- $80,000 to $90,000 CAD / year
- Full-time
Communicates appropriate information to Operations and/or the Field Manager as needed to ensure that any outstanding issues are dealt with in a timely fashion.
Added 17 mins ago
RI
HUMAN RESOURCES MANAGER – BRITISH COLUMBIA, CANADA
Renard International Hospitality Search Consultants
BC · British Columbia, Canada
- $100,000 to $110,000 CAD / year
- Full-time
Our client a global leader in food services operations has asked us to find an excellent Human Resources Manager for their award-winning Convention Centre in British Columbia, Canada.
Added 17 mins ago
SS
Project Manager - Operations & Logistics (12 Month Contract)
Summit Search Group
Toronto, ON · North York, ON
- $70,000 to $80,000 CAD / year
- Contract
My client is seeking an experienced and highly organized Operations Project Manager to join their team on a 12-month contract during an exciting period of growth. This role will support the…
Added 17 mins ago
GW
Social Media Coordinator
Gowling WLG
Hamilton, ON
- Full-time
The Manager, Social Media, can rely on strong day-to-day coordination, attention to detail and follow-through across the social program.
Added 17 mins ago
GW
Experience Matter Intelligence Specialist
Gowling WLG
Hamilton, ON
- Full-time
With Guidance From The Manager, Market & Industry Recognition, And In Close Collaboration With Members Of The Business Development And Pursuits & Proposals Team Among Others, You Will…
Added 17 mins ago
DD
DSW: Supervisor Full-time
DSW Designer Shoe Warehouse
Vancouver, BC · Greater Vancouver, BC
- Full-time
As a (Full-time) Supervisor, you will report to the Store Manager and assist in leading the store environment, which fosters inclusivity and diverse customer connections. In this role, you…
Added 17 mins ago
HC
Director, Content Strategy
Havas CX Canada
Toronto, ON
- Full-time
You'll lead content strategy on complex digital transformation programs. You'll also partner with the Head of Content Strategy, North America to grow the practice in Canada and integrate…
Added 18 mins ago
Senior Marketer
Steel Reef Infrastructure Corporation
Calgary, AB
Steel Reef is seeking a Senior Marketer to join its Commercial team in Calgary. Reporting to the Manager, Liquids Marketing, this position will be responsible for developing and executing…
Added 18 mins ago
Inspector
Alcohol and Gaming Commission of Ontario
Toronto, ON
Operations Division / Regulatory Compliance Branch
Added 18 mins ago
AVP, Advisor Experience and Programs
Richardson Wealth Ltd
Toronto, ON
Reporting to the VP National Sales Manager and Head of Advisor Experience, this role serves as a trusted right-hand partner, helping translate strategic priorities into coordinated programs…
Added 18 mins ago
R
Director & Principal Engineer, AI/ML & MLOps Platform
RBC
Vancouver, BC
- Full-time
Global Functions Technology (GFT) is part of RBC’s Technology and Operations division. GFT’s impact is far-reaching as we collaborate with partners from across the company to deliver…
Added 18 mins ago
Operations Supervisor
Circle of Care, Sinai Health
Toronto, ON
The Supervisor, Operations will focus on exceptional customer service, innovative thinking, and assisting with staff escalations. You will be responsible for managing day-to-day operations…

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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