Manager, Customer Experience Process

Application Deadline:

05/29/2024

Address:
33 Dundas Street West

The Loyalty team manages the voice of the customer program for Canadian Personal & Business Banking including sample file development, questionnaire design, analytics, external research, communications, and sustainment initiatives. We are looking for a Manager, CX Process that will support across programs and contribute to ongoing continuous improvement efforts.

• Conducts independent analysis and assessment, which may involve use of Excel / PowerBI in addition to review of written feedback, to identify & resolve process issues.
• Builds effective relationships and collaborates with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• 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.
• Leads or participates in defining the change/communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Develops and documents processes, procedures, etc. and/ or end-user materials.
• Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
• Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall efficiency.
• Maintains current process documentation to ensure available for stakeholders as required.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Resolves issues regarding processes that are raised from all sources/stakeholders.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

Additional Job Description

As a Manager, CX Process, you will bring curiosity, empathy, and quantitative rigor to all Loyalty programs. The role will be primarily focused on three areas, and broader accountabilities may be assigned as needed:

• Process Management / Improvement: Coordinate technical builds to support survey launch, including quality control to ensure the highest standards of data quality, accuracy, and security. Support process mapping and identification of improvement opportunities.
• Research & Analytics: You will help design, conduct, and report on research activities including surveys and external sources. This includes evolving the analytical approach used in reporting based on insights and stakeholder needs and reading / synthesizing customer feedback.
• Storytelling: Communicate research insights, including complex analytical findings, to stakeholders through effective storytelling while adapting communication style to suit diverse analytical backgrounds.

Qualifications:

• Strong at business writing / communication of complex ideas in accessible manner
• 3-5 years of relevant experience
• Experience analyzing research data
• Experience structuring large data sets & performing analysis (Excel, Power BI, etc.)
• Experience working with cross-functional teams and leading through influence
• Experience working in fast-paced or experimental environments
• Experience designing survey questionnaires would be an asset
• Experience programming questionnaires (e.g. using Qualtrics) would be an asset
• Proficient in French would be an asset

Grade:
7
Job Category:
Individual Contributor / Collaborateur
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At BMO 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 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.

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.

Category

Management and Executive