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Added 7 mins ago
A
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 7 mins ago
B
Facility Manager II
BGIS
Toronto, ON
- Full-time
…drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East,…
Added 8 mins ago
VI
Executive Assistant to the President
Vancouver Island University
Nanaimo, BC
- $82,083 to $93,276 CAD / year
- Full-time
…operations and its role in the community. Reporting to the Office Manager, the Executive Assistant to the President is a key member of the President's leadership team, providing…
Added 8 mins ago
VB
Engineer - Ground Control
Vale Base Metals
Sudbury, ON
- Full-time
…Ontario, Canada. This is a permanent position reporting to the Sr. Manager, Geomechanics Studies – Mining Geotechnical, Vale Base Metals (VBM). The role falls under the CTO’s Mining &…
Added 8 mins ago
RU
Senior Field Representative, Technology Service
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London, ON
- Full-time
Field Service Technician / Senior Field Representative, Technology Services
Added 8 mins ago
GO
Project Engineer
Grey Owl Engineering Ltd
Calgary, AB
- Full-time
…on-site position based in Calgary, AB. Under the direction of the Senior Project Engineer or the Project Manager, the Project Engineer is responsible for the direction and coordination of…
Added 8 mins ago
B
Associate - Equity Derivatives TDS
BMO
Toronto, ON · FCP
- Full-time
Resolves standard and relatively straightforward issues, referring non-routine issues to more senior team members and/or manager.
Added 8 mins ago
E
Senior IT Talent Acquisition Specialist
Equisoft
Montreal, QC · Quebec, QC · HYBRID - Montreal, Canada
- Full-time
Role: The Senior IT Talent Acquisition Specialist reports to the Human Resources & Talent Manager. The Senior Talent Acquisition Specialist works closely with the HR team and hiring…
Added 8 mins ago
E
Sr Manager, Salvage Parts Initiatives
eBay
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- Full-time
As Senior Manager, Strategic Initiatives - Salvage, you will lead business planning and operational execution for priority global Salvage initiatives. You will translate strategic…
Added 8 mins ago
Mineral Deposits/Economic Geologist (Geologist 4)
The Government of Nova Scotia
Halifax, NS
…growth of Nova Scotia’s mineral sector by fostering an “open for business” environment, advancing resource development, and managing the full mining cycle, from exploration to reclamation.…
Added 8 mins ago
ST
Senior Associate, Investor Services
SS&C Technologies
Mississauga, ON · Toronto, ON
- Full-time
Flexibility: Hybrid Work Model (6 days per month) & a Business Casual Dress Code, including jeans
Added 8 mins ago
Snr Brand & Marketing Manager
Bosa Properties Inc.
Vancouver, BC
Bosa Properties Inc. (“BPI”) is an end-to-end real estate company offering human-centered solutions for property development and management. Based out of Vancouver, Canada, our team of…
Added 23 mins ago
R
Manager - Product Control – Central Funding Group
RBC
Toronto, ON
- Full-time
Provide quality support to the Central Funding business by performing daily mark-to-market valuation, P&L reporting and reconciliation on an accurate and timely basis. Liaise with Front…
Added 23 mins ago
AG
Senior Building Operator, Commercial
Aquilini Group
Vancouver, BC
- Full-time
Reporting to the Property Manager, the Senior Building Operator, Commercial is responsible for leading the day-to-day operations and maintenance across a diverse commercial portfolio of…
Added 23 mins ago
WT
Manager, Collateral Management
Wealthsimple Technologies
Remote, Canada
- $116,000 to $145,000 CAD / year
- Full-time
- Remote
As the Manager, Collateral Management, you will report to the Senior Manager of Cash & Collateral Management and will be responsible for collaborating with a number of stakeholders to…
Added 23 mins ago
HR
Senior Business Analyst
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Toronto, ON · Greater Toronto, ON
- Other
Come join our Analytics and Business Insight team as a Senior Financial Business Analyst, specializing in Financial Analysis and Program Performance as we work together to deliver…
Added 23 mins ago
RB
Manager - Product Control – Central Funding Group
Royal Bank of Canada
Toronto, ON
- Full-time
Provide quality support to the Central Funding business by performing daily mark-to-market valuation, P&L reporting and reconciliation on an accurate and timely basis. Liaise with Front…
Added 23 mins ago
RB
Senior Relationship Manager, Commercial Financial Services
Royal Bank of Canada
Brossard, QC · Montreal, QC
- Full-time
Your natural flair for sales and resolving intricate business challenges is what sets you apart from the crowd. This role is all about professional relationship management and delivering…
Added 23 mins ago
PG
Senior Adobe Experience Platform (AEP) Technical Lead
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- Full-time
We are seeking a Senior Adobe Experience Platform (AEP) Technical Lead to provide hands-on technical leadership for the architecture, implementation, and evolution of enterprise…
Added 23 mins ago
Senior Marketing Research Analyst
Bayshore
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…and competitive landscapes to design action plans that foster business…
Added 23 mins ago
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IT Operations Analyst IV
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- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 25 mins ago
TO
Senior Contract Analyst
Tundra Oil & Gas
Calgary, AB
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This is a senior-level role within Tundra's Land department, supporting the management of mineral land agreements across exploration, development, production, acquisitions, divestitures,…
Added 25 mins ago
BP
Snr Brand & Marketing Manager
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- Full-time
Bosa Properties Inc. (“BPI”) is an end-to-end real estate company offering human-centered solutions for property development and management. Based out of Vancouver, Canada, our team of…
Added 25 mins ago
PC
District Energy System Mechanical Team Lead
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Victoria, BC
- Full-time
…District Energy Systems practice. This role reports to Operations Manager, Mechanical Engineering and can be based at any major Pinchin Office across…
Added 25 mins ago
PC
District Energy Project Engineer
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- Full-time
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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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