Manager, Customer Experience & Transformation

Application Deadline:11/18/2026Address:33 Dundas Street WestJob Family Group:Strategy & ChangeRole Summary
The Manager, Customer Experience & Transformation puts the customer at the centre of process design and continuous improvement. The role analyzes customer complaints, surveys and NPS results, incidents, operational data and competitive benchmarks, including Bain, to identify root causes of customer friction, emerging trends and opportunities for improvement.These insights are translated into prioritized, actionable recommendations, with initiatives advanced at pace to improve customer outcomes, NPS and competitive performance.The role designs, develops, tests, implements, measures and manages processes, ensuring process design reflects current business strategy and stakeholder requirements while supporting the desired customer experience. Processes may relate to, but are not limited to, fulfillment, operations, servicing and sales.Key Accountabilities
Customer Insights & Experience Improvement
Analyzes customer complaints, survey results (NPS, Bain), incidents and call drivers to identify the root causes of customer pain points and detractor themes.Recommends and implements solutions that improve NPS and Bain ranking, based on analysis of customer impact, volume and business implications.Identifies emerging issues and trends early to inform decision-making and shift the business from reactive to proactive.Integrates information from multiple sources (feedback, complaints, incidents, operational data) into a single view of the customer experience.Designs and produces regular and ad-hoc reports and dashboards. Monitors performance against customer experience targets and addresses issues quickly.Establishes success measures and evaluates post-implementation results to determine whether changes have delivered the intended customer and business outcomes.Trusted Advisor & Strategy
Acts as a trusted advisor to business partners and leaders on customer experience opportunities, priorities and transformation initiatives.Uses customer insights and data to influence decision-making and recommend priorities.Develops clear, concise recommendations and materials for senior leadership, translating complex issues into actionable business decisions.Conducts independent analysis and assessment to resolve strategic issues and develops data-driven recommendations.Builds alignment across stakeholders with competing priorities and drives decisions toward a common outcome.Supports the development and execution of strategic initiatives with internal and external stakeholders.Process Design & Optimization
Leads the design, development, testing, implementation, measurement and ongoing management of processes that support business strategy and deliver the desired customer experience.Designs processes based on business requirements and best practices. Ensures they adhere to applicable risk, regulatory and compliance requirements.Streamlines, simplifies and continuously improves existing processes at pace to minimize customer friction.Identifies opportunities to eliminate, simplify, automate or digitize processes and recommends changes that improve efficiency and customer outcomes..Collaborates in the design, implementation and management of core business/group processes.Participates in the integration of core process transformation across business/groups to deliver productivity savings and a better customer and employee experience.Resolves process issues raised by any source or stakeholder, including customers, frontline teams and partners.Change Management & Stakeholder Engagement
Builds change management plans of varying scope and type. Leads or participates in readiness assessments, planning, stakeholder management, execution, evaluation and sustainment.Defines the change and communication plan to positively influence behaviour. Develops tailored messaging and identifies the right distribution channels.Builds effective relationships and ensures alignment across internal and external stakeholders.Develops an understanding of organizational interactions and complexity to engage the right stakeholders.Documentation, Governance & Operational Support
Documents processes (process flows, playbooks, procedures and end-user materials) to vet, communication and implement them with stakeholders. Keeps documentation current.Ensures processes meet established standards and uses templates and tools to track compliance and operational effectiveness.Supports process management using established methodologies and tools/systems/technology.Assists with training and the transition of processes and tools/templates to process owners.Provides input into the planning and implementation of operational programs.Scope & Judgment
Focus is primarily on the business/group within BMO, and may be broader or enterprise-wide.Provides specialized consulting, analytical and technical support.Exercises independent judg
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