Manager, Customer Experience Analytics - JLI123

Manager, Customer Experience Analytics - JLI123

09 Nov

09 Nov



Job Family Group:

Customer Shared Services

Job Details

Managerial Leadership

- Manage a team of employees, involving the leadership of employees in day-to-day activities and development of employees for other functions within the LOB.Establish objectives and processes of work group and clearly defining all roles and accountabilities.Develop staffing plans, unit goals and objectives, and communicate same to team. Maintain staffing levels to meet service level agreements and project deadlines.Develop a cohesive, motivated and fully competent team through mentoring, coaching and one-on-one performance discussions.Establish working relationship with employees to solicit their views on the working environment,

potential changes affecting their work, continuous improvement opportunities, and revisions to the plan.Apply BMO’s performance management system to employees (coaching, team/ individual meetings), establishing goals and objectives, assessing skill and knowledge gaps, allocating resources to achieve objectives and close gaps, assessing personal effectiveness, and providing career guidance and conversations.

Analysis and Evaluation

Identify trends and root causes to formulate and document multiple hypothesesPrepare detailed reports and trend analysis for senior leaders so that decision-makers can quickly react.Provide qualitative and quantitative reporting on all issues identified.Provide coaching, feedback and advice to develop corrective or preventive processes for frontline customer service issues.Create reporting to clearly display insights and communicate findings to business partners.

 Consultation and Advice

Transform business questions into analytical solutions. Understanding the business objective behind a request.Triage requests based on resource availability, complexity of request and urgency.


Prepare and deliver presentations to senior leadership and stakeholders across the enterprise with findings and insights from call analysis. Must be capable of telling a compelling story using the information at hand and data visualizations to lead others to new insights about the business. Must be able to defend/support position on all findings/observations.

Speech Analytics Knowledge and Oversight

Maintain a strong working knowledge of the Speech Analytics processes and technology(ie Verint) and share with the business new enhancements & developments within this fieldOversee manual call listening work , to ensure team is:

Performing in-depth tracking of calls by call type based upon current marketing initiatives and business processes.

Attentively and actively listen from the customer’s perspective, identifying barriers, irritants and frustrations.

Keeping current on all processes, products, and marketing campaigns & initiatives to identify current business requirements.

Calibrating call listening methodology and categorizations to ensure consistency of tracked calls.

Customer Experience Knowledge

Knowledge of current customer experience challenges and innovations in banking and contact center environments.Participating in ongoing learning from Verint virtually and in person training to better understand product capabilities and areas of potential improvement.Consuming third party customer experience reports and white papers, translating insights into BMO specific actions.

Desired Behaviours: This role contributes to multiple lines of business’ results by providing insights and making recommendations that significantly impact NACCC operations and customer experience.

Ability to communicate effectively with executives and non-executives partnersStrong analytical expertise with experience using SAS and SQLStrives to provide useful insights to business problems and works closely with partners to understand the business context behind requests

- Additional Job DescriptionAdditional Job Description


Proficiency with Verint toolsWorking knowledge of P & BB LOB systems, products and servicesSkills:In-depth analytical thinking-ability to interpret information, and identify root causeExcellent oral and written communication skills, especially in the areas of active listening and providing objective, constructive feedbackMust be able to manage multiple time-sensitive projects at once, work well under pressure, within a fast paced environment.Exceptional relationship building skillsCreative problem solving skillsStrong presentation skills-ability to tell a compelling storySelf-motivated, team player who can also work independentlyProficiency in Microsoft OfficeSQL/SASReporting software(Tableau, PowerBI, Spotfire)Ability to adapt to changing job requirements and priorities

We’re here to help

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.

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