Senior Manager, Journey Enablement, Acquire and One Client

bmo; Toronto; On-site; CAD 110,000 - 160,000; Full time

Job summary

Bank of Montreal (BMO) seeks a Senior Manager to lead the Acquire and One Client Journey Enablement team in Business Banking, driving performance and strategic outcomes across Product, Digital, Marketing, Channels, Distribution and Risk. You will champion future-state customer journeys to accelerate new-to-bank acquisitions and deepen existing client relationships.

Reporting to the Director, Journey Enablement, this role will identify opportunities to leverage AI, automate processes, and

Responsibilities

• Inform the future state vision and manage the delivery of a clear target-state journey that fuels the prospects pipeline from awareness to action across the acquisition funnel.
• Collaborate with Product, Marketing, Analytics, Distribution and Digital to co-design the client and employee experience with clear problems, requirements and success measures.
• Drive improvements across channels both digital and in person, using agile and MVP/POC approaches for journey transformation.
• Develop the business case by identifying needs, options and expected ROI; design and produce regular and ad-hoc reports and dashboards.

Job description

Application Deadline: 11/06/2026

Address: 33 Dundas Street West

Job Family Group: Strategy & Change

We are seeking a well-rounded Senior Manager to join the Acquire and One Client, Journey Enablement team within Business Banking to drive performance and strategic outcomes in partnership with our Product, Digital, Marketing, Channels, Distribution and Risk teams. This role will lead initiatives focused on accelerating new-to-bank acquisitions and deepening existing client relationships. The successful candidate will drive the design and execution of strategic initiatives that fuel sustainable client growth, strengthen acquisition pipeline performance, and identify next-best actions to increase product adoption, cross-sell, engagement, and retention. In addition, they will identify opportunities to leverage AI to enhance or reimagine the client's experience, automate processes, and optimize the touchpoints across the journey. Reporting to the Director, Journey Enablement, Acquire & One Client, this role is responsible for supporting business strategy, identifying growth opportunities, and translating them into actionable plans through implementation, adoption, and benefits realization. This is a business-led transformation role, focused on setting the strategy, establishing business cases, and designing and implementing business processes and service improvements to achieve target business outcomes.

The successful candidate will:

• Inform the future state vision and manage the delivery of a clear target-state journey that fuels the prospects pipeline, from awareness, inquire & educate, to driving action, across the acquisition funnel.
• Laser focused on the customer journey and defining the key touchpoints, offers and engagement loops to effectively facilitate the optimal path to acquisition, in addition, promote relationship primacy, deepening and Treasury & Payments Services penetration.
• Work in close partnership with, Product, Marketing, Analytics, Distribution and Digital to co-design the client and employee experience, while providing clear business problems, prioritized requirements, success measures and decision ownership before solutions enter sizing and build.
• Collaborate directly with Marketing to develop the strategy, direction and plan to drive acquisition through the BMO.com channel.
• Drives improvements across channels - both digital and in person- leveraging the concept of agile and MVP/POC approach to product & journey transformation.
• Execute priority initiatives to achieve the future state vision for the journey, balancing client and employee value, business outcomes, risk and control requirements, delivery readiness, dependencies and platform capacity.
• Drive increased acquisition across channels, improving the rate of conversion from prospect to acquired.
• Track journey outcomes such as new client growth across channels, acquisition costs by channel, completion and abandon rates, conversion rate, attrition, funnel health, PPC, and cross-bank penetration (e.g. personal and wealth segments).
• Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
• Stays abreast of industry and business trends through benchmarking and/or participation in professional associations.
• Assists in the development of strategic plans.
• Acts as the prime contact for internal/external stakeholder relationships, which may include regulators.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
• Ensures consistency of implementations and methodologies across businesses/groups.
• Reviews proposed function/project team outputs for implications to workflow design.
• Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.
• Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
• Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall efficiency.
• Maintains current process documentation to ensure available for stakeholders as required.
• Develops an understanding of organizational interactions and complexity to engage with the appropri