Sr. Specialist - Experience Transformation

Application Deadline:

12/04/2025

Address:

320 S Canal Street

Job Family Group:

Customer Solutions

Sr. Specialist Experience Transformation will help lead the execution of the bank's comprehensive customer retention and transformation strategy, ensuring a seamless and exceptional experience throughout the customer lifecycle. Reporting directly to the Head of US P&BB Customer Retention, the Senior Specialist will leverage extensive expertise in banking, data analytics, and customer experience to manage and scale initiatives across the organization.  The incumbent will champion a customer-first approach, driving initiatives that optimize the customer journey by identifying customer pain points, conducting root cause, identifying solutions, and continuously refining strategies to improve customer satisfaction and retention.

ESSENTIAL JOB FUNCTIONS:

Customer Data & NPS Analysis:

• Harness customer data, industry trends, relevant benchmarking, and customer feedback to drive strategic decisions, ensuring insights are leveraged to shape retention strategies and improve overall business performance.
• Utilize data analytics to identify core drivers of customer satisfaction, using these insights to develop and implement initiatives that enhance the customer journey and loyalty.

Continuous Improvement:

• Monitor customer metrics, benchmarks, and KPIs for trends and changes in customer behavior to adjust customer campaigns, products, and customer experience as necessary.
• Identify opportunities to improve processes, including but not limited to sales and marketing, onboarding, customer experience flows, cross-sell, and retention actions.
• Stay on top of industry trends and customer retention best practices. Identify areas to outperform competitors.

Cross-Functional Collaboration:

• Collaborate with key stakeholders, including process transformation, marketing, product development, digital channels, and customer service, to enhance the customer experience and ensure alignment with the company's retention strategy.
• Facilitate regular cross-functional meetings to maintain alignment, accountability, and transparency across departments, tracking progress on retention initiatives and addressing any challenges that arise.
• Champion a cohesive approach to customer retention, advocating for the necessary resources, technology, and processes to support a unified and effective customer retention strategy.
• Collaborate with LOB leaders to integrate retention efforts, share best practices, and build strong executive support for initiatives.

Other:

• Compliance and Risk Management: Oversee the identification and mitigation of risks associated with customer retention strategies, ensuring all initiatives comply with regulatory requirements and internal policies. Implement robust governance frameworks to maintain the highest standards of compliance and risk management, safeguarding the organization and enhancing its reputation.

JOB QUALIFICATIONS:

• Bachelor’s degree in marketing, business, or a related field preferred.
• Minimum of 8 years of experience in customer experience, marketing, digital, and/or customer retention within the banking or financial services industry.
• Proven experience in customer retention and/or CX roles, preferably within the banking or digital banking space.
• Proven experience in process transformation as it relates to customer experience improvement.
• Knowledge of digital marketing strategies and how to leverage them within customer journeys.
• Strong knowledge of retail branch sales.
• In-depth understanding of the banking sector, including products, services, and regulatory environment.
• Awareness of current market trends and competitive landscape in banking.

SKILLS & COMPETENCIES:

• Strong analytical skills with the ability to interpret data, make data-driven decisions, and translate insights into actionable strategies.
• Excellent communication and interpersonal skills with the ability to collaborate across lines of business and influence senior leaders.
• Ability to thrive in a fast-paced environment focused on aggressive growth and retention.

Salary:

$112,200.00 - $209,000.00

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 salar