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Added 54 mins ago
C
Director, Distribution Strategy & Financial Management
CIBC
Toronto, ON
- Full-time
…shape the strategy and priorities for CIBC’s banking centre and advisor channels. Reporting to the Senior Director, Distribution Strategy & Enablement, you’ll lead high-priority strategic…
Added 1 hour ago
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Director, Distribution Strategy & Financial Management
CIBC
Toronto, ON
- Full-time
…shape the strategy and priorities for CIBC’s banking centre and advisor channels. Reporting to the Senior Director, Distribution Strategy & Enablement, you’ll lead high-priority strategic…
Added 2 hours ago
RD
Technical Customer Success Manager
Redpanda Data
Canada
- Full-time
Redpanda is the first runtime and control plane for agent-data interaction - a unified platform that combines streaming, SQL analytics, and intelligent connectivity with the governance…
Added 3 hours ago
SC
Senior Linux and Cloud Administrator | Global Cloud Ops LLD | Pacemaker Operations | Toronto
SAP Careers
Toronto, ON
- $97,800 to $202,400 CAD / year
- Full-time
…Azure, AWS, Google Cloud, IBM Cloud, Ali Cloud as well as in SAP data centers. You will support our team in standardizing and simplifying server operations using software tools and…
Added 4 hours ago
Delivery Manager, Wealth Management
Scotiabank
Toronto, ON
…such as integrated planning, risk and issue management, and governance under the guidance of senior delivery…
Added 5 hours ago
A
Senior Compensation Specialist
ATB
Remote, Canada
- Full-time
- Remote
As ATB’s next Senior Compensation Specialist, you won’t just be evaluating numbers - you’ll be helping to shape the total reward strategies that motivate our people and drive business…
Added 5 hours ago
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Senior Finance Manager, AI Business Solutions
Microsoft
Goodwood, ON
- Full-time
We are looking for a deeply analytical Senior Finance Manager, AI Business Solutions (ABS), for the Canada Enterprise Finance team. This is a fantastic opportunity to become a trusted…
Added 7 hours ago
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Forward Deployment Engineer
''
Toronto, ON
- Full-time
…users, and aligned to McCain’s Responsible AI, security, and governance…
Added 8 hours ago
M
Vendor Conflicts Lead
Metrolinx
Canada
- Full-time
…requiring consultation and guidance; acts as a trusted and senior advisor to the Manager, COI regarding contentious, complicated, or otherwise difficult cases and/or…
Added 8 hours ago
AG
Director, Growth & Innovation Operations
Altus Group
Toronto, ON
- Full-time
…is a hands-on, player-coach role. You will directly lead a Senior Analyst and work with resources across the organization to strengthen accountability, improve visibility into performance,…
Added 8 hours ago
S
HRBP / HR Manager - People and Performance
SYSTRA
Toronto, ON
- Full-time
Act as the primary People & Performance advisor to the Director of Design Integration and leadership team, providing strategic guidance on resource management, organizational, and talent…
Added 8 hours ago
R
Senior Advisor, Strategic Change and Transformation Engagement (T & I) (Telework/Hybrid)
Radio-Canada
Montreal, QC
- Full-time
Guide departments and divisions in evolving their operating models and ways of working, advising on process design, governance, roles and responsibilities, and team collaboration structures.
Added 8 hours ago
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HR Specialist, Total Rewards - HR M&A Advisor
TD
Toronto, ON
- Full-time
As a valued member of the Compensation team supporting Human Resources, the HR M&A Advisor will report to the Senior Manager, Mergers and Acquisitions, Compensation Advisory. This role will…
Added 9 hours ago
LC
Senior Director Analytics
Loblaw Companies Limited
Brampton, ON
- Full-time
As the Senior Director, Sourcing Analytics, you will lead the development of a best-in-class analytics function that strengthens commercial decision-making, accelerates value creation and…
Added 10 hours ago
E
Senior Project Controls Advisor
Enbridge
Calgary, AB · Edmonton, AB
- Full-time
Are you an experienced project controls professional who can turn complex project data into clear, actionable insight? We are looking for a Sr. Project Controls Advisor to lead cost,…
Added 11 hours ago
O
Senior Associate Geotechnical Engineer
Onterris
Guelph, ON · Oakville, ON · CAN-ON-Oakville-Upper Middle Rd
- Full-time
As the Senior Associate Geotechnical Engineer, you will be reporting to the Service Line VP.
Added 11 hours ago
OG
Investment Operations and Governance Advisor
Ontario Government | Gouvernement de l’Ontario
Toronto, ON
- $80,089 to $115,402 CAD / year
- Temporary
…investment programs while at the same time, strengthening board governance and investment operational excellence. Working closely with senior leadership, the Board, and stakeholders, you…
Added 12 hours ago
TC
Finance Manager
The Crump Group, Inc.
Mississauga, ON
- $100,000 to $120,000 CAD / year
- Full-time
…company-wide FP&A. You will be the commercial team's trusted advisor: you find the story in the data, flag risks and opportunities early, and turn numbers into recommendations leadership…
Added 12 hours ago
C
Senior Advisor, Strategic Change and Transformation Engagement (T & I) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON · Montreal, QC
- Full-time
Guide departments and divisions in evolving their operating models and ways of working, advising on process design, governance, roles and responsibilities, and team collaboration structures.
Added 12 hours ago
LC
Senior Manager, Financial Reporting_FT-Perm
LOFT Community Services
Toronto, ON
- $100,341 to $131,708 CAD / year
- Full-time
Title of Job: Senior Manager, Financial Reporting
Added 13 hours ago
SI
Senior Linux and Cloud Administrator | Global Cloud Ops LLD | Pacemaker Operations | Toronto
SAP IT Business Systeme
Toronto, ON
- $97,800 to $202,400 CAD / year
- Full-time
…critical issues and escalations, establish and enforce technical governance standards and best practices, oversee key lifecycle events including upgrades, migrations, and DR testing,…
Added 13 hours ago
T&
Associate Director - Cost Management
Turner & Townsend
Montreal, QC
- Full-time
Serve as a senior advisor to clients on project cost, commercial strategy, governance, procurement, and delivery approaches.
Added 13 hours ago
WN
Senior Accountant and Reporting Specialist
WCB Nova Scotia
Dartmouth, NS
- Full-time
The Senior Accountant and Reporting Specialist is responsible for the preparation, analysis, and finalization of quarterly and annual financial statements and financial reporting, ensuring…
Added 14 hours ago
C
Director, Information Security, Ongoing Monitoring
CIBC
Toronto, ON
- Full-time
The Third-Party Risk Management team helps CIBC manage supplier risk across the enterprise by providing oversight, governance, and ongoing monitoring of third-party relationships. As a…
Added 14 hours ago
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Manager, Customer Experience & Transformation
BMO
Toronto, ON · BMOPLACE
- Full-time
…complaints, surveys and NPS results, incidents, operational data and competitive benchmarks, including Bain, to identify root causes of customer friction, emerging trends and opportunities…

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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