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Director of Customer Experience and Process Optimization

2 months ago

Toronto, Ontario, Canada Bank of Montreal Full time

Job Summary:

The Director of Customer Experience and Process Optimization will lead the development and implementation of strategies to optimize customer interactions across channels. This role will work closely with product and channel leaders to drive revenue growth and improve customer communication performance.

Key Responsibilities:

  • Develop and lead the strategy to optimize customer contacts within and across channels.
  • Work closely with product and channel leaders to drive incremental revenue and improve customer communication performance.
  • Manage and continuously improve overall customer communication within and across channels.
  • Report on targeted customer communications and channel performance for the Customer Optimization team.
  • Manage data requirements for targeted customer communications to ensure speed to market and error-free execution.
  • Develop and manage campaign processes to ensure consistency, standardization, and efficiencies across campaign execution.
  • Lead a team of 5+ consisting of Senior Managers and Analysts.
  • Develop a 3-year cross-channel strategy and roadmap to optimize customer contact and net revenue.
  • Manage data requirements for optimization, communication, and measurement.
  • Customer Communication Management:
    • Develop and manage a framework to prioritize programs and channels.
    • Develop and manage communication prioritization, scoring, and approval processes.
    • Manage new channel capabilities required for customer conversations.
    • Lead development and management of consolidated customer communications reporting.
  • Data Management:
    • Define new data elements required for customer communications to ensure seamless integration.
    • Represent Customer Optimization at data governance forums.
    • Oversee testing and validation of Customer Optimization data elements.
  • Campaign Process Management & Governance:
    • Lead change management of new processes and obtain buy-in from partners.
    • Manage and lead the audit process for Customer Optimization.
    • Lead projects to enhance Customer Optimization's ability to deliver targeted conversations.

Requirements:

  • Proven experience in optimization, including developing strategies and implementation.
  • Expertise in project management and process design.
  • Strong organizational and time management skills.
  • Expertise in analytics and financial analysis.
  • Technical experience with analytical software (SAS, SQL, Power BI) and business software (Teams, Excel, PowerPoint, Word).
  • Advanced relationship management and negotiation skills.