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.

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