BMO Financial Group Director Delivery, Customer Loyalty Programs in Chicago, Illinois
Achieving leading customer loyalty and driving great customer experience (CE) are among BMO’s strategic priorities. Reporting to the Head of Customer Loyalty (CL), the Director, Delivery of Customer Loyalty Programs is a broad and diverse management role responsible for the operational efficiency, program delivery, and governance requirements of the enterprise CE Centre of Excellence (COE).
This role’s primary accountabilities include:
The optimization, performance management and governance of BMO’s existing CE measures platform for all Lines of Business (LOB) - North America Personal & Business Banking, Wealth Management and Commercial Banking.
Lead a team that delivers the measurement programs for all LOBs to measure performance on customer loyalty, with accountability for all aspects of the program platform including sampling, data integrity, program design, reporting (enterprise and LOB) and insights. The internal tool used is the Qualtrics platform.
Support the development and implementation of new tools that improve and broaden our senior leadership’s understanding of BMO’s performance on customer experience.
Develop and implement consistent enterprise and LOB programs, policies and processes required to maintain the integrity and consistency of CE measures across the bank.
The development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment, and consistent practice in coordination with leads for other lines of business.
Identify and implement improvements, standards, and efficiency as it relates to all reporting on customer experience metrics (including dashboards, performance trackers and LOB reporting).
Manage select initiatives that drive BMO’s CE and CL agenda.
Leadership of staff who own technical aspects of CL’s accountability to administer BMO’s voice of customer (VOC) program.
Critically, this mandate also includes liaising and frequent partnership with internal leaders and LOB CE partners to solve questions and concerns, and build partners’ confidence, related to all aspects of the CE Measures platform, including sampling, fielding, survey design, report delivery, quality control, vendor management and interpretation.
Finally, the incumbent is accountable for the day-to-day management and operational excellence of the CL team for all businesses, and for identifying the short and long term talent requirements of the team to deliver business level insights on drivers of customer loyalty, effective partnership and solutions with LOB CE leads, and opportunities that support the overall acceleration of BMO’s progress on customer loyalty.
Anticipate and develop strategies to maintain, consolidate or strengthen relationships that are vital to the attainment of overall CE objectives
Maintain a high touch relationship with business partners to ensure requirements are understood, feedback is provided, best practices are shared and integration between Enterprise CE COE and business is seamless and consistent
Understand and prioritize requirements necessary to support LOB understanding of great customer experience at BMO, including competitive insights, interpretation of other industry benchmarks of customer loyalty, and focus and progress of BMO’s enterprise CE agenda
Partner with COE team members to ensure integrated delivery on all CE objectives
Achieve operational excellence in NPS program delivery
Partnering with LOB CE leads to ensure the enterprise platform drives maximum benefits for the business with a focus on continuous improvement of sampling, response rates, quality control and reporting
With the Head, Customer Loyalty, develop and maintain the same governance and regulatory standards for customer loyalty measures as required by the Banks’ other performance measures.
Ensure CL team alignment with business strategy and requirements, maintaining strong protocols and processes to address business changes (i.e. branch closures, unforeseen customer impacts), disputes, and vendor error
Drive insights on customer experience based on trend, lead indicator tracking, etc. to enable quicker business decisions
Maintain highest standards of program delivery
Evolve a team that delivers results and insights on what drives customer loyalty
Vendor management (Qualtrics)
Hold all vendors responsible for BMO’s NPS program and voice of customer (VOC) platforms to the highest quality of delivery and in accordance with MSA requirements
Maintain and report regular feedback and track record of vendor improvements with LOB CE leads
With the Head, CL, establish and maintain regular cadence of vendor update and evaluation to ensure continuous improvement in CE measures methods and technology, on pace with evolving customer/client expectations and market trends
As required, reporting on project expenses and tracking IAAP completion and overall delivery status
Responsible for the automation of COE reporting, in partnership with vendor (Qualtrics):
Lead the CL change management, demonstrating value and tracking results
Improve manual processes and create efficiency through report automation
In partnership with LOBs, design and develop the system, process and accountability framework required to ensure the effective cascade, interpretation, aggregation and actioning of NPS results
Enable quicker business decisions by having all the information linked (depth and breadth) and consolidated into one tool
Drive insights based on historical trends and lead indicator tracking
Act as a change leader – understanding and accepting changes required to optimize effectiveness and achieve stated objectives
Accountable for the complete oversight, coordination, and monitoring of all aspects of the CL platform including annual planning and quarterly forecasting
Ensure effective planning and control of expenses in accordance with forecasts/plan to maintain spend within budget
Proactively identify opportunities across the NPS program team that improve employee productivity, reduce costs, and manage risk
Build and sustain a team of direct reports who deliver the performance required to drive value added service to the business on a consistent basis
Establish and optimize team integration by articulating the mandates and authorities of roles on the team and how roles within the team work collaboratively with one another to fulfill team objectives
Challenge the team to “Find a Better Way” daily, continuously looking for opportunities for process improvement and automation – driving efficiency and effectiveness for BMO as a whole
Provide differentiated coaching activities to employees based on performance, ensuring efficient onboarding and offboarding of new office employees
Apply the Bank’s performance management system to direct reports, including establishing goals and objectives, assessing skilled knowledge gaps, allocating resources to achieve objectives and close gaps, assessing personal effectiveness, and reviewing/recommending base and variable pay
Knowledge and Skills
Education – Undergraduate degree in business or related discipline
Minimum 10 years’ experience in a similar role which encompasses operations, strategy and people leadership related to enterprise wide loyalty programs across various channels
Experience working within Qualtrics or similar platform.
Financial industry experience is considered an asset
In depth understanding of data, CE analytics, insights and reporting delivery
People Leadership – Very strong people management skills, creating a high-performance team driven to meet the goals of the team and of the Bank
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
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