Application Deadline:

02/19/2025

Address:

33 Dundas Street West

Job Family Group:

Customer Solutions

Supports the design and delivery of customer digital experiences for a designated portfolio. Ensures the customer is at the center of plans, designs and development that digitally enables customers. Leverages customer insights to drive the overall customer experience definition and prioritization that enables a focus on what matters most to our customers. Provides product and process expertise to manage the business and people impacts of work. Works across functions, bringing together stakeholders to integrate technology across multiple channels, business groups, geographies and customer segments and ensure alignment with business goals.

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.Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.Develops and delivers the product vision and roadmap for a defined digital customer experience and manages the impacts.Acts as the prime subject matter expert for internal/external stakeholders.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.Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.Leads a self-managed agile team focused on a designated customer digital experience.Leads the design, implementation and management of core business/group processes.Provides advice and guidance to assigned business/group on implementation of solutions; Represents the “voice of the customer” for the digital customer experience, familiar with customer feedback/pain points.Recommends and implements solutions based on analysis of issues and implications for the business.Influences and negotiates to achieve business objectives.Assists in the development of strategic plans; Identifies emerging issues and trends to inform decision-making.Helps determine business priorities and best sequence for execution of business/group strategy.Supports the execution of strategic initiatives in collaboration with internal and external stakeholders (Product, Technology, Corporate Support Areas, business partners, etc.)Builds effective relationships with internal/external stakeholders including third party suppliers.Collaborates with internal and external stakeholders in order to deliver on business objectives.Builds effective relationships with internal/external stakeholdersEnsures alignment between stakeholders.Analyzes customer data and information to provide insights and recommendations.Gathers and formats data into regular and ad-hoc reports, and dashboards.Monitors and tracks customer experience, process performance and other metrics; addresses any issues.Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.Provides input to the planning & implementation of changes in the channel operations environment.Decides how to address requirements/user stories/product needs.Writes user stories and helps to define requirements.Supports execution and build of team deliverables/work streams within required service level agreements and standards.Works with development and platform teams to ensure quality and timeliness of changes into the channel operations environment.Supports the tracking, prioritization and resolution of issues related to customer digital experience.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 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.A high level of curiosity, comfort with ambiguity and willingness to challenge the status quo.Ability to translate strategy, market trends, and customer needs into requirements and integrated, deployable feature sets.A track record of building and deploying digital initiatives across mobile, tablet & desktop within the financial services industry.In-depth knowledge of digital technology user interfaces, UX design practices, usability testing and digital analytics.Experience leading Agile teams and/or working in cross-functional teams.In-depth experience in product strategy, and business case management.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:

$92,400.00 - $171,600.00

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.