Voice of Customer & Loyalty Process Manager

Application Deadline:

03/07/2025

Address:
33 Dundas Street West

Job Family Group:

Strategy & Change

Owns and drives enterprise level Loyalty reporting and stakeholder engagement to influence the customer experience across all of BMO's Lines of Business. Designs, develops, tests, implements, measures, and manages processes related to measuring Loyalty via Qualtrics, utilizing stakeholder management and communication skills. Works with key senior-level cross functional partners to ensure that process design and outcomes reflect current business strategy and business/stakeholder requirements.

• Provides strategic input into the evolution of BMO's loyalty measurement program.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Stays abreast of industry and business trends through benchmarking and/or participation in professional associations.
• Influences and negotiates to achieve business objectives.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• 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.
• Conducts independent analysis and assessment to resolve strategic issues.
• Acts as the prime subject matter expert for internal/external stakeholders.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
• Defines frameworks for managing processes, policies or procedures, etc. in the business/group.
• Leads the execution of operational loyalty reporting programs; assesses and adapts as needed to ensure quality of execution.
• Streamlines, simplifies and continuously improves existing processes.
• Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.
• Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
• Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall efficiency.
• Maintains current process documentation to ensure available for stakeholders as required.
• Develops an understanding of organizational interactions and complexity to engage with the appropriate stakeholders.
• Resolves issues regarding processes that are raised from all sources/stakeholders.
• 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.

Qualifications:

• Typically 7+ years of relevant experience and/or certification in related field of study or an equivalent combination of education and experience.
• Possesses a deep understanding of and problem-solving ability for issues.
• Knowledge of business analysis, project delivery practices and standards across the project lifecycle - Expert.
• Knowledge of business/group processes, procedures and controls - Expert.
• 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 :

$84,000.00 - $156,000.00

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 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.