Director, Customer Onboarding & Digital Adoption

at  BMO Financial Group

JOB DESCRIPTION

The Director of Customer Onboarding & Digital Adoption reports to the Head of Everyday Banking Products in Canadian Personal Banking. This role is responsible for leading two critical cross-functional programs: the onboarding of new retail customers into BMO and the adoption of digital banking by retail customers.
The Director develops and implements onboarding and early tenure cross-sell strategies to increase engagement, drive sales of BMO’s banking products, and improve overall customer experience in the first six months of tenure with BMO.
The Director develops and implements multi-channel strategy and roadmap to increase digital enrollments & engagement, to improve transaction migration from assisted to digital channels, and to drive overall digital-first culture.
Given the rapid pace of change in consumer expectations, this individual is responsible for keeping a close pulse on global best practices and determining how best to leverage these opportunities to BMO’s advantage over the next few years. The individual is responsible for leading the implementation of prioritized strategies and initiatives.
The Director works in close collaboration with Marketing, Credit Risk, Analytics Centre of Excellence, Customer Loyalty & Salesforce Enablement, Digital, Virtual Connect, and other Personal product teams.

EXPERIENCE AND KNOWLEDGE

• 10+ years of experience in retail banking product management, marketing and/or management consulting
• Strong experience in strategy development, project management and risk management

SKILLS

• Distinctive problem-solving skills and ability to think strategically
• Robust analytical skills
• Proven project management and change management skills
• Highly developed relationship management skills
• Strong verbal and written communication

Please refer the Job description for details