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BMO Financial Group Director - User Experience in Toronto, Ontario


We’re on a mission:

Are you a curiousthinker with innovative ideas and a passion for delivering market-leadingdigital customer experiences? Make your mark by helping us reimagine how weinteract with our customers and create the experiences that matter to them.We’re building a team of passionate people, working collaboratively in agile,to reimagine banking for the digital age.

Why now and why BMO?

We believe ourcustomers’ lives are changing – and we need to change with them. Fromday-to-day life to the moments that matter, our customers are increasinglydefining success in different ways and we need to be there to help. This meansmeeting our customers where and how they expect to bank.

At BMO, we believe wemust respond to our customers by becoming a customer experience-led,digitally-enabled bank. Driven by a deep understanding of our customers andwillingness to constantly challenge the status quo, we believe we can meet thechallenge before us.


We are buildingexperience teams, combining people with different skills and knowledge, toaccelerate our customer experience. These teams will work agile, in a vibrantspace, and embrace the latest methods, tools, and technologies to driveinnovation and change. Self-managed and cross-functional, these teams will beempowered and have the resources and authority to drive a customer-led digitaltransformation.

BMO Financial Group iscommitted to an inclusive, equitable and accessible workplace. By embracingdiversity, we gain strength through our people and our perspectives.

We are looking for threeDirectors of User Experience to lead teams in the following areas:

  • Director of Join andGrow experience portfolio for North America, focused on the sales experiencejourneys, including the public site

  • Director of Manage Moneyand Investments experience portfolio for North America, focused on theservice/secure site experience journeys for BMO’s website and apps

  • Director of CustomerInsights, Design Operation & Strategy, and Enterprise experiences, focusedon design research, operations, strategy, and digital experiences that spanacross or outside of the public and secure experiences, or are employee-facing.

As aDirector of User Experience, you will:

  • Report directly to theVice President of Digital Experience and Business Management and work with acollaborative team across offices located in the US and Canada.

  • Build, lead and manage ateam of talented UX managers and senior individual contributors, who specializein UX design, service design, visual design, design strategy, and designresearch.

  • Work closely with peersacross the UX team and partners across our Digital Channels team to deliveryengaging and consistent digital experiences that meet customer and businessneeds.

  • Partner with the otherDesign Directors, UX Strategist(s), portfolio owners and product owners toalign with the digital product experience vision and ensure the UX Design teamscreate an experience design vision and deliver on it.

  • Responsible to ensureall team delivers high quality work (including research & recommendations,user flows, navigation schemes, wireframes, visual design etc.) by followingbest practices, research findings, BMO standards, and processes.

  • Work closely with teammembers to help define measurements and KPI’s for engagements and recommend theappropriate process and tactics required to support specific projects.

  • Work closely withextended team members, 3rd party partners and vendors and engage at theappropriate level to deliver the required solution.

  • Support the ongoingdevelopment and use of the BMO Design System to promote consistent userexperiences. Ensure all deliverables meet internal and industry standards (e.g.accessibility).

  • Support teams toestablish schedules and work back plans to support the UX tasks.

  • Effectivelypresent/communicate UX related topics, concepts and deliverables to teams,partners and stakeholders.

  • Act as a trusted advisorto senior leaders for making business decisions and implementing strategicinitiatives.

  • Develop an expertunderstanding of business/group challenges.

  • Network with industrycontacts to gather competitive insights and best practices.

  • Recommend measures toimprove organizational effectiveness.

  • May consult to or serveon various committees and task forces.

  • Design, develop andimplement design system strategies (including frameworks, tools, processes andprograms) in support of customer experience objectives and in alignment withBMO’s overall business strategy.

  • Act as the prime contactfor internal/external stakeholder relationships, which may include regulators.

  • Define businessrequirements for analytics & reporting to ensure data insights informbusiness decision making.

  • Define businessrequirements for analytics & reporting to ensure data insights informbusiness decision making.

  • Assess and adaptexisting operational programs; develops new capabilities to ensure ongoingsuccess.


  • T ypically 9 years ofrelevant experience and post-secondary degree in related field of study or anequivalent combination of education and experience.

  • Post-secondary degree inComputer Science, Interaction Design, Graphic Design or related discipline oran equivalent combination of education and experience.

  • Expert knowledge of weband mobile app design, platforms and technologies.

  • Expertise in visual design.

  • Expert knowledge of UserExperience / User Interface principles and best practices, user researchtechniques.

  • In-depth experienceworking within cross-functional teams, and using lean/agile design practices.

  • In-depth experienceimplementing design methodology into program settings and cross-functionalteams.

  • Familiar withcapabilities of front end technologies (HTML, CSS, Java Script).

  • Seasoned expert withextensive industry knowledge.

  • Technical leader viewedas a thought leader for innovation.

  • Verbal & writtencommunication skills - Expert.

  • Analytical and problemsolving skills - Expert.

  • Influence skills -Expert.

  • Collaboration & teamskills; with a focus on cross-group collaboration - Expert.

  • Able to manageambiguity.

  • Data driven decision making - Expert.

We’re here to help

At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

As a member of the BMO 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 .

BMO 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. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

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Digital Management

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