Director, Client Growth & Digital Modernization (Remote)

BMO U.S.; Ontario (CA); On-site; USD 100,000 - 200,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plans

Accident & life insurance

Job summary

BMO Financial Group is seeking a Director, Client Journey, Growth & Modernization to own and orchestrate the end-to-end InvestorLine client journey, driving growth and a seamless, digitally enabled experience. You’ll lead modernization, AI adoption, and cross-functional alignment across Product, UX, Marketing, Technology, Risk and Operations.

The role requires strong leadership of large teams, strategic thinking and a proven track record in financial services, with a focus on client outcomes and

Qualifications

• Experience leading large teams (100+ employees).
• 9+ years of relevant experience and a post-secondary degree in a related field.
• Extensive experience in financial services, client journey transformation, digital channels, growth, product management or complex business delivery.
• Strong people leadership, executive communication, influence, negotiation and relationship-management capability.
• Experience with Agile, Human-Centred Design, Lean, Change Management, Program Management or analytics is an asset.

Responsibilities

• 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.
• Leads Expert Client Care, Trading & Support and Digital Advice capabilities.

Skills

Team leadership

Executive communication

Strategic planning

Change management

AI-enabled capabilities

Analytical mindset

Education

Post-secondary degree in related field

Job description

BMO Financial Group is seeking a Director, Client Journey, Growth & Modernization to own and orchestrate the end-to-end InvestorLine client journey, driving growth and a seamless, digitally enabled experience. You’ll lead modernization, AI adoption, and cross-functional alignment across Product, UX, Marketing, Technology, Risk and Operations.

The role requires strong leadership of large teams, strategic thinking and a proven track record in financial services, with a focus on client outcomes and