Application Deadline:

11/06/2026

Address:

33 Dundas Street West

Job Family Group:

Strategy & Change

We are seeking an experienced leader who operates at the intersection of business, technology, and digital to drive meaningful client and business outcomes. This role will lead the Business Banking Self-Serve Onboarding & Servicing Journey, working in close partnership with Digital and Technology leaders to transform and elevate the end-to-end client experience. The mandate spans the full self-serve lifecycle, from digital application and account opening through authentication, consent, documentation, fulfillment, and ongoing servicing.

The successful candidate will define and execute a clear vision for the future-state digital journey, ensuring clients can start, manage, and service their Business Banking relationships simply, securely, and seamlessly through Online Banking (OLB) and Online Banking for Business (OLBB). They will be accountable for journey performance, leveraging key insights and KPIs to advance our A30 ambition of increasing digital sales and accelerating digital adoption across the Business Banking portfolio.

In addition, they will identify opportunities to leverage AI to enhance or reimagine the client’s experience, automate processes, and optimize the touchpoints across the journey. This is a business-led transformation role, focused on setting the strategy, establishing business cases, and designing and implementing business processes and service improvements to achieve target business outcomes.

The successful candidate will:

- Work in close partnership with Digital and Technology to co-design the client and employee experience, while providing transparent business problems, prioritized requirements,



success measures and decision ownership before solutions enter sizing and build.
- Lead the development and prioritization of the journey roadmap, balancing client and employee value, digital adoption, business outcomes, risk and control requirements, delivery readiness, dependencies and platform capacity.
- Drive increased digital onboarding and self-service adoption by identifying friction, abandonment, exceptions, manual intervention and support gaps, and translating these insights into actionable improvements.
- Lead and align partners across Product, Business Governance, Digital, Technology, Operations, Analytics, PMO and frontline channels, while maintaining clear accountability for business process design, adoption, benefits realization and ongoing journey performance.
- Track journey outcomes such as product sales (payment products & lending) through the digital channel, leads to start, application completion and abandonment rates, and transaction migration to digital self-serve channels. In addition, digital servicing and usage (e.g. features per customer).
- Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
- Ensures alignment between values and behaviour that fosters diversity and inclusion.
- Regularly connects work to BMO’s purpose, sets inspirational goals,



defines clear expected outcomes, and ensures clear accountability for follow through.
- Operate as a people manager and lead a journey team to plan and execute on the strategy.
- Attracts, retains, and enables the career development of top talent.
- Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
- Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
- Networks with industry contacts to gather competitive insights and best practices.
- May consult to or serve on various committees and task forces.
- Stays abreast of industry and business trends through benchmarking and/or participation in professional associations.
- Assists in the development of strategic plans.
- Develops the business case by identifying needs, analysing potential options and assessing expected return on investment in collaboration with product and finance teams.
- Designs and produces regular and ad-hoc reports, and dashboards.
- Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
- Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
- Ensures consistency of implementations and methodologies across businesses/groups.
- Reviews proposed function/project team outputs for implications to workflow design.
- Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implemen

📌 Director, Journey Enablement, Self-Serve Onboarding (Toronto)
🏢 BMO
📍 Toronto