Senior Manager of Client Experience, BMO Wealth Management US

Application Deadline:

03/30/2024

Address:

320 S Canal Street

Job Family Group:

Customer Solutions

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.
• 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 our customer acquisition and growth revenue targets.
• Acts as a trusted advisor to assigned business/group.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Conducts independent analysis and assessment to resolve strategic issues.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Builds effective relationships with internal/external stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Monitors and tracks performance and addresses any issues.
• Analyzes customer feedback to report on effectiveness and recommends changes to business leadership teams and customer segment and channel teams.
• 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.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Executes work to deliver timely, accurate, and efficient service.
• Provides input into the planning and implementation of operational programs.
• 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.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically between 3 - 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.
• Strong experience with developing customer acquisition, segmentation, and growth strategies and customer value propositions.
• Moderate experience coordinating and executing customer strategies and value propositions with key stakeholders across the organization.
• Advanced understanding of applicable policies, procedures, and practices.
• Solid understanding of related legal and regulatory requirements.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication