BMO Financial Group Senior Manager Enterprise Customer Experience in Chicago, Illinois
Achieving leading customer loyalty and driving great customer experience (CE) are among BMO’s strategic priorities. Reporting to the Director, Enterprise Customer Experience, Senior Manager, Enterprise CE is accountable for program strategy of BMO’s enterprise customer experience program.
This role’s primary accountabilities include:
Strong program-wide leadership for CE initiatives that are cross pillar. Note, this does not include Qualtrics/NPS program as it is managed by CE Leads and Tech Lead for day-to-day activities
Supporting our enterprise Customer Experience Program across multiple lines of business (LOB) including Personal & Business Banking, Wealth, and Commercial across North America
Agile player focusing on strategic projects plus others as required (storytelling, decking, best practices, assess where programs needs to evolve, innovation, benchmarks) for each business line
Champion a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge
Drive root cause data analysis and insights from internal & external customer feedback and facilitate sharing of opportunities across business lines
Provide actionable insights and deep-dive analysis to assist with existing and/or upcoming initiatives to ensure alignment with desired customer focused behaviours and outcomes.
Collaborates with business partners and other stakeholders on best practices and support ongoing tracking and monitoring of performance.
Governance accountabilities for operational procedures and other program-wide activities that impact CE program overall (i.e. contract management, operational reports & external reports)
Development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice of CE
Outer loop insights (including driving change with LOB on the identified actions)
Pulse on competitors (insights, best practices, etc.)
Innovation of how we get to long term goals (assigned to specific projects each year)
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.
Support operational excellence in CE program delivery with accountability to bring project management discipline to enterprise goals or activities
Partnering with CE leads to ensure the enterprise platform drives maximum benefits for the business
With the Director, Enterprise Customer Experience, develop and maintain the same governance and regulatory standards for customer loyalty measures as required by the Banks’ other performance measures.
Maintain highest standards of program delivery
Proactively identify opportunities across the CE program team that improve employee productivity, reduce costs and manage risk
Strategy and Planning
With the Director, Enterprise Customer Experience, establish and maintain regular cadence of update with CL team and CE forums in order to gather feedback, communicate, or coordinate interactions across programs
Develop and maintain multiple year vision with yearly plans to facilitate achievement of that vision for the team and program
Robust oversight of the annual target setting process with coordination from CE leads and Head, CE
Understand program level developments related to competitors, staying abreast of market place events
As required, reporting on project expenses and tracking IAAP completion and overall delivery status
Continuously promote good documentation standards advancing the program with maturity and efficiency
Knowledge and Skills
Education – Undergraduate degree in business, PMP experience preferred
Minimum 8 years’ experience in a similar role which encompasses expertise in strategy and program management
In depth understanding of data, CE analytics, insights and reporting delivery
With the increased emphasis placed on improving productivity and instilling a performance culture, this role requires an individual who:
Is a leader - skilled in adapting how they approach their role as the requirements of the situation change, and a professional who continually seeks new and better ways of attaining goals
Embraces ‘stretch’ assignments, and is confident in acting independently and decisively within their scope of authority
Possesses very strong interpersonal and relationship management /building skills (collaboration and respect, facilitating consensus, resolving conflict, managing complex and sensitive issues, understanding cultural dynamics)
Has highly developed analytical, financial and conceptual skills, and an ability to approach problem solving and decision-making in a distinctive and creative manner
Can provide strong strategic advice, execution, and effective management of major initiatives as well as strategic and tactical counsel to leadership team
Is an effective influencer and communicator (at many levels of the organization) with superior verbal/written communication and presentation skills
Has excellent organizational skills, the proven ability to manage critical/complex projects -- including across functional lines
Successful execution is contingent on many factors including, a well-informed knowledge of strategy and cultural dynamics of the current state (including hidden assumptions), strong analytical and conceptual skills, integrative thinking including the ability to assimilate, synthesize, and reconcile complex information from numerous sources, and strongly developed interpersonal and communication skills
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.
Note to Recruiters: BMO Harris Bank does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO Harris Bank, directly or indirectly, will be considered BMO Harris Bank property. BMO Harris Bank 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.