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.
