BMO Financial Group Digital Change Manager (United States) in Chicago, Illinois
125 S Clark Street
Job Family Group:
Supports the design and delivery of customer digital experiences for a designated portfolio. Ensures the customer is at the center of plans, designs and development that digitally enables customers. Leverages customer insights to drive the overall customer experience definition and prioritization that enables a focus on what matters most to our customers. Provides product and process expertise to manage the business and people impacts of work. Works across functions, bringing together stakeholders to integrate technology across multiple channels, business groups, geographies and customer segments and ensure alignment with business goals.
Leads change and release management activities for US Digital Channels releases
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.
Supports the execution of strategic initiatives in collaboration with internal and external stakeholders (Product, Technology, Corporate Support Areas, business partners, etc.)
Builds effective relationships with internal/external stakeholders including third party suppliers.
Collaborates with internal and external stakeholders in order to deliver on business objectives.
Builds effective relationships with internal/external stakeholders
Ensures alignment between stakeholders.
Provides advice and guidance to assigned business/group on implementation of solutions; Represents the “voice of the customer” for the digital customer experience, familiar with customer feedback/pain points.
Recommends and implements solutions based on analysis of issues and implications for the business.
Influences and negotiates to achieve business objectives.
Assists in the development of strategic plans; Identifies emerging issues and trends to inform decision-making.
Helps determine business priorities and best sequence for execution of business/group strategy.
Analyzes customer data and information to provide insights and recommendations.
Gathers and formats data into regular and ad-hoc reports, and dashboards.
Monitors and tracks customer experience, process performance and other metrics; addresses any issues.
Provides input to the planning & implementation of changes in the channel operations environment.
Supports execution and build of team deliverables/work streams within required service level agreements and standards.
Works with development and platform teams to ensure quality and timeliness of changes into the channel operations environment.
Supports the tracking, prioritization and resolution of issues related to customer digital experience.
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.
Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
A high level of curiosity, comfort with ambiguity and willingness to challenge the status quo.
A track record of building and deploying digital initiatives across mobile, tablet & desktop within the financial services industry.
Knowledge of digital technology user interfaces, UX design practices, usability testing and digital analytics.
Experience in Agile methodology and/or working in cross-functional teams (preferred).
Deep knowledge and technical proficiency gained through extensive education and business experience.
Verbal & written communication skills - In-depth.
Collaboration & team skills - In-depth.
Analytical and problem solving skills - In-depth.
Influence skills - In-depth.
Data driven decision making - In-depth.
We’re here to help
At BMO Harris Bank 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 Harris Bank 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.bmoharris.com.
BMO Harris Bank 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. BMO Harris Bank N.A. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
BMO Financial Group Serving customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.