Director, Customer Insights & Analytics: Growth Leader

BMO; Toronto; On-site; CAD 120,000 - 215,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Life insurance

Retirement savings plan

Job summary

BMO Financial Group is seeking a Director of Customer Insights and Analytics to lead the Canadian Retail Customer Insights and Analytics team within Retail Risk. You will transform customer, market, and behavioral data into actionable insights that drive growth, improve experience, and support strategic decisions.

You will partner with Strategy, Product, Sales, Risk, Finance, and Tech to embed customer-centric decision-making across the organization, overseeing a team of analysts and researchers

Qualifications

• 10+ years in customer analytics, market research, BI, or customer strategy.
• 5+ years in progressive leadership roles.
• Strong knowledge of retail banking products.
• Excellent communication and articulation skills.
• Experience leading cross-functional initiatives and influencing senior stakeholders.
• Advanced analytical and problem-solving capabilities.
• Strong knowledge of customer analytics tools and methodologies.

Responsibilities

• Build and lead a high-performing team of customer insight professionals.
• Foster a culture of innovation, collaboration, and continuous improvement.
• Serve as a trusted advisor to senior executives on customer trends, risks, and opportunities.
• Partner with Product, Marketing, Sales, and Operational leaders to identify growth opportunities and improve customer outcomes.
• Drive a customer-centric culture through data-driven decision-making.
• Design and manage early warning framework with key risk attributes aligned to macro indicators.
• Identify opportunities to improve customer acquisition, retention, and profitability.
• Lead customer segmentation, behavioral analytics, journey analytics, and predictive modeling initiatives.
• Oversee quantitative and qualitative research programs, including surveys, focus groups, customer interviews, and market studies.
• Partnered with external agencies and used external data to derive meaningful results.
• Translate complex data into meaningful business insights and actionable recommendations.
• Develop and maintain executive dashboards and reporting frameworks to monitor customer performance.
• Establish KPIs to measure customer health, loyalty, engagement, lifetime value, and profitability.
• Present findings and recommendations to executive leadership and governance committees.

Skills

Customer analytics

Market research

Business intelligence

Customer strategy

Leadership

Cross-functional collaboration

Communication

Analytical thinking

Problem solving

Stakeholder management

Tools

Analytics tools

Job description

BMO Financial Group is seeking a Director of Customer Insights and Analytics to lead the Canadian Retail Customer Insights and Analytics team within Retail Risk. You will transform customer, market, and behavioral data into actionable insights that drive growth, improve experience, and support strategic decisions.

You will partner with Strategy, Product, Sales, Risk, Finance, and Tech to embed customer-centric decision-making across the organization, overseeing a team of analysts and researchers