LocationToronto, ONTeam: Customer Lifecycle ManagementReports to: Senior Manager, Digital Adoption & Engagement (Customer Lifecycle Management & Strategy)Role SummaryThe Manager, Digital Adoption & Engagement is accountable for supporting the design, delivery, and ongoing optimization of the Digital Adoption & Engagement journey, a priority initiative focused on increasing digital engagement and shifting customer behaviours toward self-serve banking across online and mobile channels.This role plays a critical part in translating strategy into execution, working across Product, Digital, Marketing, Analytics, Frontline Enablement, and Operations teams to deliver high-impact initiatives that improve customer experience, drive adoption of digital capabilities, and reduce cost-to-serve. The Manager will support the development of journey roadmaps, execution of key initiatives, and delivery of measurable business outcomes such as digital enrollment, feature usage, and transactional migration.Operating in a dynamic and evolving environment, this role requires a robust executor with structured thinking, capable of managing complexity, coordinating multiple stakeholders, and contributing to scalable, sustainable lifecycle solutions.Key AccountabilitiesJourney Strategy & DesignSupport the development and evolution of the Digital Adoption, engagement & Transaction Migration strategy and roadmapContribute to identifying opportunities to increase digital enrollment, engagement, and transaction migration across key customer segmentsHelp position digital adoption as a core lifecycle capability that supports growth, efficiency, and customer satisfactionEnsure alignment with broader retail banking, digital, and customer lifecycle strategiesProgram & Initiative DeliveryLead and support components of the end-to-end delivery of digital adoption initiatives, from concept through launch and optimizationTranslate strategic direction into clear execution plans, requirements, and deliverablesCoordinate cross-functional teams to deliver initiatives on time and with high qualityIdentify and manage dependencies, risks,



and competing priorities across multiple workstreamsCustomer Experience & Channel OrchestrationSupport design and execution of end-to-end digital-first customer experiences across online, mobile, and assisted channelsContribute to initiatives that drive behavior change toward self-serve and digital-first interactionsSupport development of channel steering strategies based on customer needs and complexityEnsure consistency of experience across digital, frontline, and campaign touchpointsStakeholder Collaboration & EngagementPartner closely with Product, Digital, Marketing, Analytics, Frontline, and Operations teams to deliver integrated solutionsSupport alignment across stakeholders to ensure shared ownership and executionParticipate in working groups, forums, and governance processesCommunicate progress, risks, and insights clearly to stakeholdersPerformance Management & OptimizationDefine and track key performance indicators (KPIs) such as digital adoption, engagement, migration rates, cost-to-serve, and customer experienceAnalyze performance data to identify trends, gaps, and opportunities for improvementSupport test-and-learn initiatives and ongoing optimization effortsTranslate insights into actionable recommendations and roadmap enhancementsOperating Model & Execution SupportSupport implementation of the CLM operating model, including stage gates, governance, and delivery milestonesContribute to development of frameworks, playbooks, and best practices for digital adoption and migrationHelp ensure initiatives are structured for scalability, sustainability, and long-term behavior changeRisk & GovernanceEnsure initiatives align with BMO’s risk management framework and regulatory requirementsIdentify and elevate risks related to customer outcomes, adoption, and executionSupport adherence to governance standards and approval processesQualifications & ExperienceExperienceTypically 4-7 years of experience in retail banking, digital strategy,



customer experience, product, or consultingExperience supporting or leading cross-functional initiatives or programsStrong ability to manage multiple priorities in a fast-paced, evolving environmentExperience working with digital channels, customer behavior, or adoption initiatives is an assetEducationPost-secondary degree in Business, Commerce, Engineering, or a related fieldMBA or advanced degree is an assetCore CapabilitiesStructured thinking and problem-solving - StrongProgram and initiative delivery - StrongDigital adoption and customer behavior understanding - StrongData-driven decision making - StrongStakeholder collaboration and influence - StrongCommunication and storytelling - StrongAbility to manage ambiguity and evolving scope - StrongSalary$75,900.00 - $141,900.00BenefitsBMO offre également une assurance santé, le remboursement des frais de scolarité, une assurance accident et une assurance vie, ainsi que des régimes d’épargne-retraite. La rémunération totale offerte variera selon le type de rémunération associé au poste et peut comprendre des primes de rendement, des primes discrétionnaires ainsi que d’autres avantages et récompenses.Legal and EEO StatementsBMO s'engage à offrir un milieu de travail inclusif, équitable et accessible. Nous apprenons de nos différences et tirons notre force des gens et de leurs différents points de vue. Des mesures d’adaptation sont disponibles sur demande pour les candidats qui participent à tous les aspects du processus de sélection. Pour demander des mesures d’adaptation, veuillez communiquer avec votre recruteur.Remarque aux recruteursBMO n’accepte pas les curriculum vitæ non sollicités provenant de toute source autre que le candidat directement. Tout curriculum vitæ non sollicité envoyé à BMO, directement ou indirectement, sera considéré comme la propriété de BMO. BMO ne paiera aucuns frais pour les placements découlant de la réception d’un curriculum vitæ non sollicité. Une agence de recrutement doit d’abord détenir une entente de service écrite valide et dûment signée avant d’envoyer des curriculum vitæ.#J-18808-Ljbffr

📌 Manager, Digital Adoption & Engagement - C$75,900 - C$141,900 A Year (Winnipeg)
🏢 BMO
📍 Winnipeg