Jobs
>
Toronto

    Manager, Customer Experience Process - Toronto, Canada - BMO

    BMO
    BMO Toronto, Canada

    1 week ago

    BMO background
    Full time
    Description

    Application Deadline:

    05/29/2024

    Address:

    33 Dundas Street West

    Job Family Group:

    Strategy & Change

    The Loyalty team manages the voice of the customer program for Canadian Personal & Business Banking including sample file development, questionnaire design, analytics, external research, communications, and sustainment initiatives. We are looking for a Manager, CX Process that will support across programs and contribute to ongoing continuous improvement efforts.

    • Conducts independent analysis and assessment, which may involve use of Excel / PowerBI in addition to review of written feedback, to identify & resolve process issues.
    • Builds effective relationships and collaborates with internal/external stakeholders.
    • Ensures alignment between stakeholders.
    • Monitors and tracks performance, and addresses any issues.
    • Designs and produces regular and ad-hoc reports, and dashboards.
    • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
    • Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
    • Leads or participates in defining the change/communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
    • Develops and documents processes, procedures, etc. and/ or end-user materials.
    • 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.
    • Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
    • Resolves issues regarding processes that are raised from all sources/stakeholders.
    • Works independently and regularly handles non-routine situations.
    • Broader work or accountabilities may be assigned as needed.

    Additional Job Description

    As a Manager, CX Process, you will bring curiosity, empathy, and quantitative rigor to all Loyalty programs. The role will be primarily focused on three areas, and broader accountabilities may be assigned as needed:

    • Process Management / Improvement: Coordinate technical builds to support survey launch, including quality control to ensure the highest standards of data quality, accuracy, and security. Support process mapping and identification of improvement opportunities.
    • Research & Analytics: You will help design, conduct, and report on research activities including surveys and external sources. This includes evolving the analytical approach used in reporting based on insights and stakeholder needs and reading / synthesizing customer feedback.
    • Storytelling: Communicate research insights, including complex analytical findings, to stakeholders through effective storytelling while adapting communication style to suit diverse analytical backgrounds.

    Qualifications:

    • Strong at business writing / communication of complex ideas in accessible manner
    • 3-5 years of relevant experience
    • Experience analyzing research data
    • Experience structuring large data sets & performing analysis (Excel, Power BI, etc.)
    • Experience working with cross-functional teams and leading through influence
    • Experience working in fast-paced or experimental environments
    • Experience designing survey questionnaires would be an asset
    • Experience programming questionnaires (e.g. using Qualtrics) would be an asset
    • Proficient in French would be an asset

    Compensation and Benefits:

    $68, $126,000.00

    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:

    We're here to help

    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

    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.

    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.

  • Microsoft

    Gestionnaire de Programme D'affaires

    5 days ago

    Microsoft Toronto, Canada

    English text available below · Avec plus de employés dans le monde, l'organisation Microsoft Customer Experience & Success (CE&S) est responsable de la stratégie, de la conception et de la mise en œuvre de l'expérience client de bout en bout de Microsoft. Venez rejoindre CE&S et ...

  • MaintainX

    Administrateur(Ice) Salesforce

    1 week ago

    MaintainX Toronto, Canada

    MaintainX est la première plateforme mobile de gestion des procédures pour les travailleurs de l'industrie et les travailleurs de première ligne. Nous construisons le GitHub pour les procédures de travail réelles telles que la maintenance, la sécurité et les opérations, et nous a ...

  • Microsoft Canada

    Gestionnaire en Ressources Humaines Human Resources

    8 hours ago

    Microsoft Canada Toronto, Canada

    Overview · **English text below**: · Êtes-vous prêt à relever un nouveau défi et à avoir l'occasion de faire partie du parcours de transformation de Microsoft RH? · Nous sommes à la recherche d'un Gestionnaire en Ressources Humaines (RH) ayant de l'expérience à la fois dans la ge ...

  • Compugen Inc

    Bilingual Service Desk Analyst

    1 week ago

    Compugen Inc Toronto, Canada

    **Position : Bilingual Service Desk Analyst** · **Hybrid - Downtown Toronto** · **Overview** · - Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is ...

  • Northbridge Financial Corporation

    Caissier Principal

    1 week ago

    Northbridge Financial Corporation Toronto, Canada

    Nous sommes la Financière Northbridge. Nous sommes fiers d'être une société canadienne à 100 %, détenue en propriété exclusive par Fairfax Financial. Nous offrons nos services par l'entremise de nos marques Northbridge Assurance, Les assurances Federated et TruShield Assurance. N ...

  • Canadian Tire Corporation

    Category Business Analyst, Tools

    1 week ago

    Canadian Tire Corporation Toronto, Canada

    **What you'll do** · The Category Business Analyst plays a direct role helping equip Canadians for the jobs and joys of life in Canada, by supporting marketing and cataloguing processes aimed at helping customers choose the right products for their homes, managing vendor processe ...

  • Canadian Tire Corporation

    Category Business Analyst, Lawn and Garden Care

    1 week ago

    Canadian Tire Corporation Toronto, Canada

    **What you'll do** · You'll be supporting the #1 retailer within the gardening and lawn care space, bringing to life the short and long term strategy to help Canada's green thumbs and lush lawn enthusiast achieve their goals Business Analyst plays a direct role helping equip Cana ...

  • FGL Sports

    Financial Analyst

    1 week ago

    FGL Sports Toronto, Canada

    **What you'll do** · The Financial Analyst will play a key role within a dynamic team focused on efficient and accurate accounting for revenue and cost of goods sold using common information sources and practices. The incumbent will prepare and record journal entries, reconciliat ...

  • ACS Canada Company

    Key Account Manager

    1 week ago

    ACS Canada Company Toronto, Canada

    English and French version: · **This is a remote-based role, ideally based in the Montreal area.** · The Key Account Manager is an essential role that connects regional and/or national distributors and Axalta Coating Systems. The role anticipates and understands customer needs by ...

  • DNEG

    Superviseur D'éclairage

    5 days ago

    DNEG Toronto, Canada

    (English version below)_ · - Rédigé au masculin pour alléger le texte_ · En tant que Superviseur de l'Éclairage tu travailleras sous la direction du Superviseur des Effets Visuels ou du Superviseur des Effets Numériques. Tu seras responsable de développer un éclairage hautement p ...

  • Borden Ladner Gervais LLP

    Coordonnateur-rice, Facturation

    1 week ago

    Borden Ladner Gervais LLP Toronto, Canada

    We are BLG: Canada's Law Firm. Our culture is one of vigilance and curiosity, Firm-wide collaboration, unfailing mutual respect and dedication. We pride ourselves on having standout talent and delivering an exceptional client experience. · We are a future-minded Firm delivering h ...

  • Plan Group

    Coordinateur de Projet, Construction Mécanique

    4 days ago

    Plan Group Toronto, Canada

    Vous êtes à la recherche d'un poste qui vous offre des défis, des possibilités de croissance et de développement ? Vous souhaitez participer à la gestion d'un projet de plusieurs millions de dollars ? Faites le saut et faites votre marque au sein du Groupe Plan · En tant que coo ...

  • Autodesk

    Scrum Master, Moxion On Mim

    5 days ago

    Autodesk Toronto, Canada

    Job Requisition ID # · - 23WD67614 · Position Overview · Autodesk's Entertainment and Media Solutions (EMS) group is redefining the future of entertainment. We empower content makers to inspire, educate, and entertain, while investing in our employees to build a meaningful career ...

  • EQ Bank | Equitable Bank

    Bilingual Customer Care Representative

    4 days ago

    EQ Bank | Equitable Bank Toronto, Canada

    **Join a Challenger** · Being a traditional bank just isn't our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking. Our t ...

  • OMERS

    Bilingual Member Experience Specialist

    2 days ago

    OMERS Toronto, Canada

    Why join us? · Are you looking to join a dynamic pension plan that embodies the strong values of its 500,000 members and is an industry leading global investor? If so, we would love to tell you our story. · At OMERS we put our people first and are proud to embrace the diversity o ...

  • OMERS

    Bilingual Member Experience Specialist

    5 days ago

    OMERS Toronto, Canada

    Why join us? · Are you looking to join a dynamic pension plan that embodies the strong values of its 500,000 members and is an industry leading global investor? If so, we would love to tell you our story. · At OMERS we put our people first and are proud to embrace the diversity o ...

  • DNV

    Head of Department, Power System Advisory

    6 days ago

    DNV Toronto, Canada

    **About us**: · We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with co ...

  • CT Real Estate

    PMO Manager, Corporate Real Estate

    3 days ago

    CT Real Estate Toronto, Canada

    **What you'll do** · PMO Manager role is responsible for development, implementation, and continuous improvement across CTC's corporate and industrial real-estate portfolio, with a focus on processes, operations, quality of deliverables and project delivery support. This role rep ...

  • Canadian Tire Corporation

    Associate Category Business Manager

    4 days ago

    Canadian Tire Corporation Toronto, Canada

    **What you'll do** · - Develop a broad categorical understanding of its relative consumer trends, competitive & market analysis and CTR store executional nuances and requirements. Financial accountability for category through adherence to predefined CTR strategy objectives and gu ...

  • Air Canada Vacations

    Édimestre / Media Webmaster

    1 week ago

    Air Canada Vacations Toronto, Canada

    **Job Brief**: · Air Canada Vacations is hiring a Media Webmaster / Vacances Air Canada recrute un/une Édimestre · **Responsibilities**: · - Reformatting, resizing, and retouching a variety of hotel images, design assets, and other website images · - Play a role in the coordinati ...