Director, Client Journey, Growth – Modernization

Job not on LinkedIn

🔥 16 hours ago

🇨🇦 Canada – Remote

💵 $100k - $200k / year

⏰ Full Time

🔴 Lead

📈 Growth Marketing

👻 Ghost score 0%

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BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

BMO U. S. is a diversified financial services company operating in the United States. It offers a broad range of financial products and services including personal and business banking, mortgage services, investments, financial planning, insurance, and wealth management. Additionally, it provides commercial loans, commercial mortgages, and other financial solutions tailored for small businesses and large enterprises. The company places a strong emphasis on customer service and offers digital and cross-border banking solutions to meet the needs of diverse clients. BMO U. S. is also involved in asset management and capital markets operations, making it a full-service financial institution.

📋 Description

• Own the end-to-end InvestorLine client journey and growth outcomes • Lead journey modernization, digital and AI enablement, process simplification and organizational readiness • Align Product, Digital, UX/CX, Marketing, Technology & Operations, Data & Analytics, Risk and enterprise partners around priorities and measurable outcomes • Lead Expert Client Care, Trading & Support and Digital Advice capabilities • Own acquisition, onboarding, engagement, service, retention and relationship-deepening outcomes for self-directed investing clients • Establish growth targets and monitor client, financial and business performance measures • Use client feedback, complaints, behavioural data, operational insights and market trends to identify friction and opportunities • Own modernization priorities and the roadmap of client and employee improvements • Translate client and business needs into requirements, sequencing, business cases and investment priorities • Lead digital and AI adoption, process simplification and change readiness through implementation and sustainment • Establish governance, decision forums and executive reporting • Own portfolio benefits and address delivery dependencies and barriers • Advise senior leaders on client journeys, growth, modernization and digital opportunities • Orchestrate cross-functional enterprise partners around shared outcomes • Resolve competing priorities and present options, implications and recommendations • Own portfolio performance against client, growth, financial and operational outcomes • Develop business cases and ensure governance reviews progress, outcomes, risks and decisions • Partner with operational leaders on sustainable processes, controls, training, coaching and performance routines • Set expectations and build an accountable, inclusive, high-performing culture • Develop leadership capability and succession depth through coaching, feedback and development plans • Maintain two-way employee relationships and align teams to future capability needs • Apply the Risk Management Framework and operate within approved Risk Appetite and applicable policies, standards, laws and regulations

🎯 Requirements

• Experience leading large teams (100 employees or more) • Typically 9+ years of relevant experience • A post-secondary degree in a related field, or an equivalent combination of education and experience • Extensive experience in financial services, client journey transformation, digital channels, growth, product management or complex business delivery • Strong understanding of AI-enabled capabilities, client experience practices and how technology can improve business and competitive outcomes • Proven success leading complex, cross-functional initiatives from business case through implementation, adoption and benefit realization • Strong people leadership, executive communication, influence, negotiation and relationship-management capability • Strong financial and analytical skills, including business casing, prioritization, performance measurement and data-driven decisions • Ability to navigate ambiguity, resolve competing priorities and deliver outcomes in a highly matrixed environment • Experience with Agile, Human-Centred Design, Lean, Change Management, Program Management or analytics is an asset • Client-centric, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success

🏖️ Benefits

• Performance-based incentives • Discretionary bonuses • Other perks and rewards • Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans • In-depth training and coaching • Manager support • Network-building opportunities • Workplace accommodations available on request

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