Customer Experience Manager

Address:

Job Family Group:

Supports the profitable acquisition and growth of priority customer segments through the development and execution of segment-driven integrated product cross-channel sales marketing and pricing strategies. Supports the sustained growth of Key Performance Indicators (e.g. new customer acquisition targets share of wallet growth revenue and earnings and segment engagement targets) to achieve customer acquisition and revenue growth targets.

• Identifies short- and long-term value creation opportunities for target customer segments.
• Recommends changes to maintain the overall business for the customer segment.
• Designs and drives the customer experience strategy and customer loyalty measures/targets to deliver the desired customer experience.
• Devises multiple actions to position the organization for ongoing growth and contributes to the long-term business success.
• Provides strategic input into business decisions as a trusted advisor.
• Makes recommendations to senior leaders on strategy and new initiatives based on an in-depth understanding of the business/group.
• Acts as a subject matter expert on relevant regulations and policies.
• May network with industry contacts to gain competitive insights and best practices.
• Conducts independent analysis and assessment to resolve strategic issues.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
• Develops the business case by identifying needs analysing potential options and assessing expected return on investment.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Acts as the prime subject matter expert for internal/external stakeholders.
• Breaks down strategic problems and analyses data and information to provide insights and recommendations.
• Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
• Coordinates the management of databases; ensures alignment and integration of data in adherence with data governance standards.
• Monitors and tracks performance and addresses any issues.
• Designs and produces regular and ad-hoc reports and dashboards.
• Leads change management programs of varying scope and type including readiness assessments planning stakeholder management execution evaluation and sustainment of initiatives.
• Collaborates across BMO to develop communications strategies and ensure consistency of messaging in order to positively influence or change behaviour.
• Develops communication processes and protocols that enable and support the delivery of the customer experience across distribution channels.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Contributes to the development of customer experience blueprints for priority customer segments and customer value propositions to identify value-creation opportunities such as new tools or services.
• Coordinates streams of work with multiple internal partners (e.g. Product Marketing Sales Pricing Risk Technology Operations) to deliver a seamless customer experience.
• Reviews the customer segments for effectiveness considers industry trends to recommend and/or implement enhancements.
• Works closely with the Enterprise Customer Experience team to design develop and implement customer experience tools and frameworks.
• Analyzes trends behaviors and demographics to build increased understanding of customer needs and expectations track performance and address any issues.
• influences others with or without formal authority to structure ideas or proposals that engages the agreement commitment and championship of others.
• Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
• Implements changes in response to shifting trends.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically 5 years of relevant experience and post-secondary degree in Business or a related field of study or an equivalent combination of education and experience.
• Advanced experience with developing customer acquisition segmentation and growth strategies and customer value propositions.
• Strong experience coordinating and executing customer strategies and value propositions with key stakeholders across the organization.
• General knowledge of customer experience models distribution channels and key customer touch points.
• Seasoned professional with a combination of education experience and industry knowledge.
• Verbal & written communication skills - In-depth / Expert.
• Analytical and problem solving skills - In-depth / Expert.
• Influence skills - In-depth / Expert.
• Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
• Able to manage ambiguity.
• Data driven decision making - In-depth / Expert.

Salary:

Pay Type:

The above represents BMO Financial Groups 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 Groups expected target for the first year in this position.

BMO Financial Groups 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: 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. Well 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 well help you gain valuable experience and broaden your skillset.

To find out more visit us at is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression transgender status sexual stereotypes age status as a protected veteran status as an individual with a disability or any other legally protected characteristics. We also consider applicants with criminal histories consistent with applicable federal state and local law.

BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.

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.