Senior Manager, Voice of Customer & Loyalty - VIRTUAL(R)13 - HomeRes - IL

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Achieving leading customer loyalty and driving great customer experience (CE) are among BMO’s strategic priorities. Reporting to the Director, Voice of Customer & Customer Loyalty, the Senior Manager has a broad and diverse management role responsible for the operational efficiency, program delivery, and governance requirements of the enterprise CE Centre of Excellence.  Critically, this mandate also includes liaising and frequent partnership with internal leaders and Line of Business CE partners to solve questions and concerns, and build partners’ confidence, related to all aspects of the CE Measures platform, including sampling, fielding, survey design, report delivery, quality control, vendor management and interpretation.

Provides subject matter expertise in the design, development, management and implementation of assigned projects from business case development through execution. Works across BMO to deliver specific project/program business results in alignment with overall group goals.

• Provides strategic input into business decisions as a trusted advisor.

• The optimization, performance management and governance of BMO’s existing CE measures platform for Line of Business CE Leads with accountability for all aspects of the program platform including sampling, data integrity, and program design.

• Supports the enterprise Customer Experience Program across multiple lines of business (LOB) including Personal & Business Banking, Wealth, and Commercial across North America

• Supports the development and implementation of new tools that improve and broaden senior leadership’s understanding of BMO’s performance on customer experience.

• Champions a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge

• The development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice in coordination with leads …