Director, Client Journey – Growth & Modernization

Job not on LinkedIn

🔥 18 hours ago

🇨🇦 Canada – Remote

💵 $100k - $200k / year

⏰ Full Time

🔴 Lead

📈 Growth Marketing

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 measurable outcomes • Lead Expert Client Care, Trading & Support and Digital Advice capabilities • Own acquisition, onboarding, engagement, service, retention and relationship-deepening outcomes • 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 corrective actions • Own modernization priorities, roadmaps, requirements, business cases and investment priorities • Lead digital and AI adoption and change readiness from concept through sustainment • Establish governance, decision forums and executive reporting • Own portfolio benefits, performance, risks, dependencies and value realization • Provide business leadership and advice to senior leaders • Orchestrate cross-functional enterprise partners around shared outcomes • Resolve competing priorities and present options, implications and recommendations • Develop business cases and ensure governance reviews progress, outcomes, risks and decisions • Translate journey priorities into 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 • Apply the Risk Management Framework and operate within approved Risk Appetite and applicable policies, standards, laws and regulations

🎯 Requirements

• Experience leading large teams of 100 employees or more • Typically 9+ years of relevant experience and 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 technology-enabled 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 insurance • Life insurance • Retirement savings plans • In-depth training and coaching • Manager support • Network-building opportunities • Accommodation available on request during the selection process