Customer Experience Transformation Manager

Shape customer experience transformation at BMO through NPS analysis, process design, and continuous improvement in Toronto. Turn friction into measurable progress.As Manager, Customer Experience & Transformation, you will analyze complaints, surveys, incidents, operational data, and competitive benchmarks. You will translate insights into recommendations, improve customer outcomes, and support transformation initiatives. The role spans fulfillment, operations, servicing, and sales processes.Key Responsibilities:
Analyze customer feedback, incidents, call drivers, and operational dataRecommend solutions that improve NPS and Bain rankingDesign, test, implement, and measure customer-focused processesBuild dashboards, reports, success measures, and post-implementation evaluationsLead change planning, stakeholder alignment, and process documentationRequirements:
Typically five to seven years of relevant experiencePost-secondary degree or equivalent education and experienceExperience with customer analytics, Excel, and Power BIKnowledge of process design, continuous improvement, and business analysisStrong analytical, communication, collaboration, and influence skillsApply customer insights, process transformation, and stakeholder influence to improve outcomes as BMO’s Customer Experience Transformation Manager.
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