Customer Experience Transformation Manager
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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 data
- Recommend solutions that improve NPS and Bain ranking
- Design, test, implement, and measure customer-focused processes
- Build dashboards, reports, success measures, and post-implementation evaluations
- Lead change planning, stakeholder alignment, and process documentation
Requirements:
- Typically five to seven years of relevant experience
- Post-secondary degree or equivalent education and experience
- Experience with customer analytics, Excel, and Power BI
- Knowledge of process design, continuous improvement, and business analysis
- Strong analytical, communication, collaboration, and influence skills
Apply customer insights, process transformation, and stakeholder influence to improve outcomes as BMO’s Customer Experience Transformation Manager.
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