Client Experience & Digital Channels Solutions Manager
Job Description
Description
Client Experience & Digital Channels Solutions Manager
Join to apply for the Client Experience & Digital Channels Solutions Manager role at BMO .
This role leads the strategy and execution to enhance client and employee experience across onboarding and servicing platforms, including the Onboarding Hub, CCHub, SD, and TSYS systems. It involves collaboration with business, technology, operations, and client experience teams.
Key Responsibilities:
- Define and implement the client experience strategy across onboarding and digital channels.
- Support teams for onboarding and servicing systems.
- Review and act on Client Experience (CEX) recommendations to drive continuous improvement.
- Lead initiatives such as onboarding simplification, EchoWorks integration, user journey and process improvements, ensuring digital channel enhancements align with business and client expectations.
- Act as a trusted advisor to the assigned business/group.
- Assist in developing strategic plans and breaking down strategic problems, analyzing data to provide insights and recommendations.
- Track metrics and milestones, recommend resolutions, and escalate issues as needed.
- Build effective relationships with internal and external stakeholders, including industry contacts for insights and best practices.
- Exercise judgment to identify, diagnose, and solve problems within established rules.
- Work independently on non-routine situations, with broader responsibilities as assigned.
Qualifications:
- Typically 5-7 years of relevant experience.
- Experience with customer journey, project management, delivery management, solution ownership, documentation, stakeholder management, and requirement gathering.
- Deep technical knowledge gained through extensive education and business experience.
- Excellent verbal and written communication, collaboration, analytical, problem-solving, influence, and data-driven decision-making skills.
Salary:
$75,900 – $141,900
Pay Type:
Salaried, with variations based on location, skills, experience, education, and qualifications. May include performance incentives, bonuses, and other benefits such as health insurance, tuition reimbursement, and retirement plans. For more details, visit BMO Total Rewards .
About Us:
At BMO, we are driven by the purpose to “Boldly Grow the Good” in business and life, creating positive change for our customers, communities, and people. We support your growth with training, coaching, and network opportunities.
Visit us at BMO Careers . We are committed to an inclusive, accessible workplace, and accommodations are available upon request.
Additional Details:
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Information Technology
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Company
BMO
Location
Toronto
Country
Canada
Salary
100.000
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