Shape customer experience transformation at BMO through NPS analysis, process design, and continuous improvement in Toronto. Turn friction into measurable progress.
As Manager, Customer Experience & Transformation, you will analyze complaints, surveys, incidents, operational data, and competitive benchmarks. You will translate insights into recommendations, improve customer outcomes, and support transformation initiatives. The role spans fulfillment, operations, servicing, and sales processes.
Key Responsibilities: Analyze customer feedback, incidents, call drivers, and operational data
Recommend solutions that improve NPS and Bain ranking
Design, test, implement, and measure customer-focused processes
Build dashboards, reports, success measures, and post-implementation evaluations




Lead change planning, stakeholder alignment, and process documentation
Requirements: Typically five to seven years of relevant experience
Post-secondary degree or equivalent education and experience
Experience with customer analytics, Excel, and Power BI
Knowledge of process design, continuous improvement, and business analysis
Robust analytical, communication, collaboration, and influence skills
Apply customer insights, process transformation, and stakeholder influence to improve outcomes as BMO’s Customer Experience Transformation Manager.

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📌 Customer Experience Transformation Manager (Ontario)
🏢 Bank of Montreal
📍 Ontario