BMO · 16 hours ago
Customer Experience Manager
Chicago, IL, USA
Full-time
Onsite
Mid, Senior Level
$102K/yr - $190K/yr
5+ years expBMO Bank N.A. is focused on creating lasting, positive change for customers and communities. The Customer Experience Manager will support the acquisition and growth of priority customer segments through strategic development and execution of integrated product and marketing strategies, while ensuring alignment across various stakeholders.
BankingCrowdfundingFinanceFinancial Services
Responsibilities
Identifies short- and long-term value creation opportunities for target customer segments
Recommends changes to maintain the overall business for the customer segment
Designs and drives the customer experience strategy and customer loyalty measures/targets to deliver the desired customer experience
Devises multiple actions to position the organization for ongoing growth and contributes to the long-term business success
Provides strategic input into business decisions as a trusted advisor
Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group
Acts as a subject matter expert on relevant regulations and policies
May network with industry contacts to gain competitive insights and best practices
Conducts independent analysis and assessment to resolve strategic issues
Helps determine business priorities and best sequence for execution of business/group strategy
Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals
Develops the business case by identifying needs, analysing potential options and assessing expected return on investment
Builds effective relationships with internal/external stakeholders
Ensures alignment between stakeholders
Acts as the prime subject matter expert for internal/external stakeholders
Breaks down strategic problems, and analyses data and information to provide insights and recommendations
Defines business requirements for analytics & reporting to ensure data insights inform business decision making
Coordinates the management of databases; ensures alignment and integration of data in adherence with data governance standards
Monitors and tracks performance, and addresses any issues
Designs and produces regular and ad-hoc reports, and dashboards
Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives
Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour
Develops communication processes and protocols that enable and support the delivery of the customer experience across distribution channels
Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution
Contributes to the development of customer experience blueprints for priority customer segments and customer value propositions to identify value-creation opportunities, such as new tools or services
Coordinates streams of work with multiple internal partners (e.g., Product, Marketing, Sales, Pricing, Risk, Technology, Operations) to deliver a seamless customer experience
Reviews the customer segments for effectiveness, considers industry trends to recommend and/or implement enhancements
Works closely with the Enterprise Customer Experience team to design, develop, and implement customer experience tools and frameworks
Analyzes trends, behaviors, and demographics to build increased understanding of customer needs and expectations, track performance, and address any issues
Influences others with or without formal authority to structure ideas or proposals that engages the agreement, commitment, and championship of others
Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders
Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine
Implements changes in response to shifting trends
Broader work or accountabilities may be assigned as needed
Qualification
Required
Typically 5+ years of relevant experience and post-secondary degree in Business or a related field of study or an equivalent combination of education and experience
Advanced experience with developing customer acquisition, segmentation, and growth strategies and customer value propositions
Strong experience coordinating and executing customer strategies and value propositions with key stakeholders across the organization
General knowledge of customer experience models, distribution channels, and key customer touch points
Seasoned professional with a combination of education, experience and industry knowledge
Verbal & written communication skills - In-depth / Expert
Analytical and problem solving skills - In-depth / Expert
Influence skills - In-depth / Expert
Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert
Able to manage ambiguity
Data driven decision making - In-depth / Expert
Benefits
Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans
Company
BMO
We’re a bank, but there’s more to it than that. When you join BMO, it opens a world of opportunities.
10001+ employees
H1B Sponsorship
BMO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (2)
2023 (6)
2022 (4)
2021 (2)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$7.54B2025-10-23Post Ipo Debt· $142.91M
2025-02-26Post Ipo Debt· $871.76M
2024-07-09Post Ipo Debt· $750M
Leadership Team
David Casper
U.S. Chief Executive Officer
Azam Dawood
Head Of Sourcing
Recent News
2026-01-20
MarketScreener
2026-01-06
Company data provided by crunchbase