Director, Client Journey, Growth & Modernization

BMO; Quebec; On-site; CAD 100,000 - 200,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group is seeking a senior leader to own the InvestorLine client journey and drive growth through modernization, digital and AI-enabled improvements. You will align product, UX/CX, marketing, technology, data, risk and operations to prioritized outcomes and measurable benefits.

The role requires extensive experience in financial services, client journey transformation and cross-functional delivery, with strong leadership and data-driven decision making.

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.

Responsibilities

• Owns end-to-end InvestorLine client journey and growth outcomes.
• Leads journey modernization, digital and AI enablement, process simplification.
• Aligns multiple enterprise partners around clear priorities and measurable outcomes.
• Sets business priorities and required outcomes for delivery capabilities and platforms.
• Provides leadership to executive stakeholders on client journeys, growth, modernization and digital opportunities.
• Owns portfolio performance against approved client, growth, financial and operational outcomes.
• Develops business cases based on client need, resource requirements, risk and return.
• Ensures governance forums review progress, outcomes and decisions.
• Translates journey priorities into sustainable processes, controls, training and performance routines.
• Represents the business in enterprise forums and builds influential relationships.

Skills

Leadership

Strategic thinking

Stakeholder management

Data-driven decisions

Financial analysis

Change management

Agile

Product management

Digital transformation

AI enablement

Customer experience

Education

Post-secondary degree

Job description

Defines, prioritizes and orchestrates change.

MANDATE

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.

Core Accountabilities

Client Journey & Growth

• 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, behavioral 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.

Modernization, Digital & AI Enablement

• 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.

Enterprise Partnership & Business Leadership

• 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.

Portfolio Delivery & Performance

• 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.

People Leadership

• 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.

Risk Management

• 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.

VALUE & EXPECTED OUTCOMES

• Improved acquisition, funded-account conversion, engagement, retention and asset growth.
• Simpler, more connected journeys with improved client satisfaction and reduced friction.
• Increased adoption of digital and AI-enabled capabilities that improve client experience and employee effectiveness.
• A clear, enterprise-aligned modernization roadmap with transparent priorities, ownership, investment requirements and expected benefits.
• Faster cross-functional decisions, fewer hand-off gaps and measurable realization of portfolio benefits.
• A scalable future-state service model and stronger leadership succession depth.

Qualifications & Skills Required

• 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.

Salary

$100,000.00 - $200,000.00

Pay Type

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.