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    Manager, Customer Experience Process - Toronto, Canada - BMO

    BMO
    BMO Toronto, Canada

    1 week ago

    BMO background
    Full time
    Description

    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.

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