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Sr. Specialist Experience Transformation will help lead the execution of the bank's comprehensive customer retention and transformation strategy, ensuring a seamless and exceptional experience throughout the customer lifecycle. Reporting directly to the Head of US P&BB Customer Retention, the Senior Specialist will leverage extensive expertise in banking, data analytics, and customer experience to manage and scale initiatives across the organization. The incumbent will champion a customer-first approach, driving initiatives that optimize the customer journey by identifying customer pain points, conducting root cause, identifying solutions, and continuously refining strategies to improve customer satisfaction and retention.

ESSENTIAL JOB FUNCTIONS:

Customer Data & NPS Analysis:

+ Harness customer data, industry trends, relevant benchmarking, and customer feedback to drive strategic decisions, ensuring insights are leveraged to shape retention strategies and improve overall business performance.

+ Utilize data analytics to identify core drivers of customer satisfaction, using these insights to develop and implement initiatives that enhance the customer journey and loyalty.

Continuous Improvement:

+ Monitor customer metrics, benchmarks, and KPIs for trends and changes in customer behavior to adjust customer campaigns, products, and customer experience as necessary.

+ Identify opportunities to improve processes, including but not limited to sales and marketing, onboarding, customer experience flows, cross-sell, and retention actions.

+ Stay on top of industry trends and customer retention best practices. Identify areas to outperform competitors.

Cross-Functional Collaboration:

+ Collaborate with key stakeholders, including process transformation, marketing, product development, digital channels, and customer service, to enhance the customer experience and ensure alignment with the company's retention strategy.

+ Facilitate regular cross-functional meetings to maintain alignment, accountability, and transparency across departments, tracking progress on retention initiatives and addressing any challenges that arise.

+ Champion a cohesive approach to customer retention, advocating for the necessary resources, technology, and processes to support a unified and effective customer retention strategy.

+ Collaborate with LOB leaders to integrate retention efforts, share best practices, and build strong executive support for initiatives.

Other:

+ Compliance and Risk Management: Oversee the identification and mitigation of risks associated with customer retention strategies, ensuring all initiatives comply with regulatory requirements and internal policies. Implement robust governance frameworks to maintain the highest standards of compliance and risk management, safeguarding the organization and enhancing its reputation.

JOB QUALIFICATIONS:

+ Bachelor’s degree in marketing, business, or a related field preferred.

+ Minimum of 8 years of experience in customer experience, marketing, digital, and/or customer retention within the banking or financial services industry.

+ Proven experience in customer retention and/or CX roles, preferably within the banking or digital banking space.

+ Proven experience in process transformation as it relates to customer experience improvement.

+ Knowledge of digital marketing strategies and how to leverage them within customer journeys.

+ Strong knowledge of retail branch sales.

+ In-depth understanding of the banking sector, including products, services, and regulatory environment.

+ Awareness of current market trends and competitive landscape in banking.

SKILLS & COMPETENCIES:

+ Strong analytical skills with the ability to interpret data, make data-driven decisions, and translate insights into actionable strategies.

+ Excellent communication and interpersonal skills with the ability to collaborate across lines of business and influence senior leaders.

+ Ability to thrive in a fast-paced environment focused on aggressive growth and retention.

Salary:

$112,200.00 - $209,000.00

Pay Type:

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

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.

To find out more visit us at https://jobs.bmo.com/us/en

BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law.

BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.