[Hiring] Director, Client Journey, Growth & Modernization @BMO

Role Description

Owns the end-to-end InvestorLine client journey and growth outcomes, ensuring clients receive a seamless, digitally enabled experience that improves satisfaction, engagement, retention and sustainable growth.

• Leads journey modernization, digital and AI enablement, process simplification and organizational readiness.
• Aligns Product, Digital, UX/CX, Marketing, Technology & Operations, Data & Analytics, Risk and other enterprise partners around clear priorities and measurable outcomes.
• Leads Expert Client Care, Trading & Support and Digital Advice capabilities.
• Sets business priorities and required outcomes, while influencing the enterprise teams that own delivery capabilities and platforms.

Qualifications

• Experience leading large teams (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 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.

Requirements

• Owns outcomes across acquisition, onboarding, engagement, service, retention and relationship deepening for self-directed investing clients.
• Establishes annual and multi-year growth targets and monitors performance against agreed client, financial and business measures.
• Uses client feedback, complaints, behavioural data, operational insights and market trends to identify friction, prioritize opportunities and initiate corrective action.
• Identifies opportunities to strengthen the value proposition through advice, digital capabilities, differentiated service and One Client partnerships.
• Owns business modernization priorities and the roadmap of client and employee improvements, ensuring alignment with enterprise plans and architecture.
• Translates client and business needs into clear requirements, sequencing, business cases and investment priorities for delivery partners.
• Leads digital and AI adoption, process simplification and change readiness from concept through implementation and sustainment.
• Establishes governance, decision forums and reporting that enable timely decisions, transparent trade-offs and disciplined execution.
• Owns expected portfolio benefits and addresses dependencies or barriers that could affect delivery or value realization.
• Provides business leadership and advice to the Head and senior leaders on client journeys, growth, modernization and emerging digital opportunities.
• Orchestrates Product, UX/CX, Marketing, Technology & Operations, Data & Analytics, Business Strategy, Risk and Compliance around shared outcomes.
• Resolves competing priorities and presents clear options, implications and recommendations when decisions or trade-offs are required.
• Represents the business in enterprise forums and builds relationships that accelerate delivery and adoption of relevant best practices.
• Owns portfolio performance against approved client, growth, financial and operational outcomes.
• Develops business cases based on client need, available options, resource requirements, risk and expected return.
• Ensures governance forums review progress, outcomes, risks and decisions through concise executive reporting.
• Partners with operational leaders to translate journey priorities into sustainable processes, controls, training, coaching and performance routines.
• Sets clear expectations and builds an accountable, inclusive and high-performing culture grounded in client focus, ownership and collaboration.
• Develops leadership capability and succession depth through coaching, candid feedback, development plans and differentiated talent management.
• Maintains two-way relationships with employees to understand barriers, improve the work environment and identify opportunities.
• Aligns teams to related work and future capability needs, with clear accountabilities and collaboration points.
• Takes measured risks while protecting the Bank by applying the Risk Management Framework, operating within approved Risk Appetite, making sound risk-informed decisions and adhering to applicable policies, standards, procedures, laws and regulations.

Benefits

• Salary: $100,000.00 - $200,000.00
• Pay Type: Salaried
• Performance-based incentives and discretionary bonuses.
• Health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.