Senior Manager, Voice of Customer & Loyalty

Application Deadline:

05/02/2024

Address:

VIRTUAL(R)13 - HomeRes - IL

Job Family Group:

Strategy & Change

Achieving leading customer loyalty and driving great customer experience (CE) are among BMO’s strategic priorities. Reporting to the Director, Voice of Customer & Customer Loyalty, the Senior Manager has a broad and diverse management role responsible for the operational efficiency, program delivery, and governance requirements of the enterprise CE Centre of Excellence.  Critically, this mandate also includes liaising and frequent partnership with internal leaders and Line of Business CE partners to solve questions and concerns, and build partners’ confidence, related to all aspects of the CE Measures platform, including sampling, fielding, survey design, report delivery, quality control, vendor management and interpretation.

Provides subject matter expertise in the design, development, management and implementation of assigned projects from business case development through execution. Works across BMO to deliver specific project/program business results in alignment with overall group goals.

• Provides strategic input into business decisions as a trusted advisor.

• The optimization, performance management and governance of BMO’s existing CE measures platform for Line of Business CE Leads with accountability for all aspects of the program platform including sampling, data integrity, and program design.

• Supports the enterprise Customer Experience Program across multiple lines of business (LOB) including Personal & Business Banking, Wealth, and Commercial across North America

• Supports the development and implementation of new tools that improve and broaden senior leadership’s understanding of BMO’s performance on customer experience.

• Champions a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge

• The development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice in coordination with leads for other lines of business.

• Develops and implements consistent enterprise and LOB programs, policies and processes required to maintain the integrity and consistency of CE measures across the bank.

• 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.
• Leads the execution of strategic initiatives; assesses and adapts as needed to ensure quality of execution.
• Keeps stakeholders informed of messages, recommendations, decisions, process and progress.
• Leads implementation of strategic initiatives within group and across BMO by partnering with various internal & external stakeholders as required; complexity of initiatives may vary and usually involve multiple stakeholders across the enterprise.
• Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
• Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Leads change management activities, ensuring cross business/group coordination and logistical support for the implementation of change.
• Acts as a relationship manager on assigned projects/programs and ensures alignment to overall enterprise and group goals.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Participates in project/program design and provides advice & subject matter expertise to achieve required business results.
• Conducts analysis required to inform strategic recommendations and considers the “big picture” when assessing whether or not a course of action is advisable in terms of the group and enterprise goals.
• Collaborates with internal & external stakeholders to provide business context in the design, develop and implementation of programs & solutions.
• May network with industry contacts to gather and identify competitive insights and best practices.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any