Director of Client Journey

Position: Director of Client Journey at BMO
Join BMO as the Director of Client Journey and Growth, and lead transformative initiatives to enhance client experiences in a digital-first environment. This role focuses on managing client journeys and maximizing growth outcomes.

In this senior role, you will own the end-to-end Investor Line client journey while ensuring seamless digital engagements and increased client satisfaction. With strong expertise in client journey transformation and modernized approaches, you will work collaboratively across diverse teams, including Product, UX/CX, and Digital, to fulfill strategic objectives. Monitor growth targets using data-driven insights and foster partnerships that promote improved outcomes and service innovation.

Key Responsibilities:

• Define and drive growth and retention strategies for investing clients

• Lead modernization and AI initiatives for enhanced processes

• Collaborate with cross-functional teams to align goals

• Analyze feedback and operational data to identify improvement areas

• Own portfolio performance and governance reporting

Requirements:

• Minimum 9 years in financial services or business delivery

• Experience leading large teams over 100 employees

• Proficient in data analysis and decision-making

• Strong communication and relationship management skills

• Familiarity with Agile and change management methodologies

Utilize your leadership skills and client-centric mindset to drive impactful growth and modernization initiatives at BMO.