Manager, Client Insights

Reporting to the Director, Client Experience, BMO Commercial Bank, this role will support the end-to-end management of voice of the customer programs for commercial banking clients. The Manager works collaboratively with internal partners to coordinate and manage the implementation of client feedback programs.Responsibilities

Manages the Net Promoter Score (NPS) survey. This entails working cross-functionally with multiple stakeholders to execute program components – coordinating sample file development, ensuring data accuracy, and survey design/testing. Additionally, the manager will be responsible for the development of employee resources and communications, as well as resolving issues or questions raised by frontline employees as it pertains to the survey.

Leads management of the monthly client onboarding survey, including validating eligibility of clients and contact information.

Manages a virtual client panel, including working with senior leaders to identify and prioritize discussion topics and designing surveys.

Thoroughly evaluates survey results, which may involve the analysis of raw data in Excel.

Designs and produces regular and ad-hoc reports and communicates research findings through compelling storytelling.

Share insights from survey data throughout the organization, including providing recommendations to Commercial Bank leaders and partner groups.

Contributes to the development of metrics / dashboards to measure progress and success.

Looks for opportunities to improve voice of customer programs, including recommendations to enhance insights and streamline/automate processes.

Builds strong relationships and collaborates effectively with partners.

Organizes regular meetings and other forums to drive knowledge-sharing and build engagement/enthusiasm around client experience excellence across Commercial Banking.

Monitors internal Customer Experience Mailboxes and provides support for the investigation and resolution of client and employee issues.

Supports the development and implementation of business strategies and initiatives that enhance the Commercial Banking client experience.

Support engagement with employees, which may include content development as well as writing, editing, and distributing communications.

Develop learning, resources and communications that foster deeper understanding of client experience expectations, best practices, and opportunities.

Qualifications:

5+ years of relevant experience and post-secondary degree in Business or a related field of study, or an equivalent combination of education and experience.

Solid understanding of customer research practices and tools, including Net Promoter Score (NPS) methodology.

Exceptional project management abilities, capable of developing & executing plans involving cross-functional partners.

Experience structuring large data sets and performing in-depth analysis.

Exceptional data analytics skills and reporting delivery.

Exceptional attention to detail to support survey launches, including quality control as it pertains to data and survey programming.

High level of comfort working on initiatives that are less defined and do not have established processes.

Advanced proficiency with MS Office, especially Excel and PowerPoint.

Strong self-starter who takes initiative and can identify new opportunities and have the drive and ability to bring them to life.

Expert written and verbal communication skills.

Proven track record managing multiple cross-functional business relationships and leading through influence.

Passionate about customer advocacy and a customer-first mindset.

Knowledge of Qualtrics platform a strong asset.

Fluency in French a strong asset.

Knowledge of the financial services industry an asset.

Location can be flexible, but ideally would office (hybrid) at a BMO office location

Salary:$72,500.00 - $134,500.00Pay Type:SalariedThe 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-RewardsEqual Employment Opportunity StatementBMO is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected. characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.We’re here to helpAt 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/us/enBMO 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. BMO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.