Director, Voice of Customer Platforms

2 months ago

Toronto, Canada BMO Financial Group Full time

33 Dundas Street West Toronto Ontario,M5G 3C2

Responsible for driving Voice of Customer (VOC) platform strategy, roadmap, and capabilities implementation on VOC platform and related systems focused on the future of our loyalty measurement (NPS+) and VOC feedback management at the bank.
- Develop the strategy for the VOC platform and related roadmap to launch new platform capabilities and integrations factoring in required supporting data, signals for personalization, data usage & integration, etc.
- Successfully negotiate terms with platform vendor and lead the execution of the program of work associated with new capabilities development & implementation working with platform vendor and across internal collaborators and stakeholders (Marketing, T&O, LOBs, Risk, Compliance, Legal, HR, etc.).
- Work across Marketing, T&O, and with LOB teams on associated prioritization, change management, implementation, and change management of priority initiatives related to future program.
- Measure the impact of new capabilities, monitor and track performance and addresses any key issues.

**Responsibilities include**:

- Builds future-ready platform vision and articulates the potential of VOC data and analytics platform to be one of the key driving forces behind BMO’s aggressive growth ambitions.
- Conducts external and internal analysis required to inform strategic recommendations and considers the “big picture” when assessing whether a course of action is advisable in terms of the, NPS program, group and enterprise goals.
- Identify opportunities across the VOC & Loyalty program that improve customer experience, employee productivity, reduce costs, manage risk, and more broadly integrate VOC data into related activities in support of LOB goals.
- Ensures solutions developed are supporting greater personalization and share of wallet ambitions and aligned with BMO’s digital first and data strategies.
- Leads by example and champions a strong customer focus through partnerships with other Marketing teams and LOBs in the development and execution of the Martech roadmap.
- Partner with internal stakeholders to identify new opportunities with data and develop new technology capabilities to improve and innovate the customer experience.
- Influences and negotiates through others by gaining their commitment and sponsorship to proposed recommendations.
- Delivers on existing and new customer experience management capabilities, VOC data, and Loyalty measurement system, developing and executing on strategies to utilize VOC data to assess our customer’s loyalty, gain insights into how this can be improved, and provide more personally relevant experiences.
- Identifies enablers and key issues prior to and during implementation, raises issues with stakeholders and offers solutions to resolve issues or risks that jeopardize delivery.
- Develops effective working relationships across BMO’s marketing teams, lines of businesses, T&O, and channels that enable the development and implementation of new capabilities.
- 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.
- Monitors and tracks performance and addresses any issues.
- Adheres to Bank risk, regulatory and compliance controls.
- Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
- Ensures alignment between values and behaviour that fosters diversity and inclusion.
- Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
- Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
- Assesses and adapts existing operational programs; develops new capabilities to ensure ongoing success.
- Acts as a relationship manager on assigned projects/programs and ensures alignment to overall enterprise and group goals.
- Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
- Conducts analysis required to inform strategic recommendations and considers the “big picture” when assessing whether a course of action is advisable in terms of the group and enterprise goals.
- 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.
- Broader work or accountabilities may be assigned as needed.

**Qualifications**:

- Undergraduate degree in business, MBA preferred.
- Typically 9+ years’ experience in a similar role which encompasses Operations, Analytics and Strategy, along with people leadership.
- In depth understand

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