Overview Lead the end-to-end self-serve onboarding and servicing journey for Business Banking, partnering with Digital and Technology to transform the client experience. Define the future-state digital journey across Online Banking and Online Banking for Business, with a focus on adoption, performance, and measurable business outcomes. Drive AI-enabled improvements, streamline processes, and ensure risk and governance requirements are met. Shape the journey roadmap, lead cross-functional teams, and foster a culture aligned with BMO values and purpose. Compensation / Benefitshealth insurancetuition reimbursementaccident and life insuranceretirement savings plansperformance-based incentivesdiscretionary bonuses ResponsibilitiesCo-design client and employee experiences with Digital and Technology; define problems, requirements, success metrics and ownershipPrioritize and manage the journey roadmap, balancing client value, digital adoption, risks, and platform capacityIdentify friction and bottlenecks in onboarding and servicing; translate insights into actionable improvementsLead cross-functional partners across Product, Governance, Digital, Technology, Operations, Analytics, PMO, and channels; own process design and benefits realizationTrack journey outcomes (sales, applications, abandonment, digital usage) and report on performanceLead change management initiatives, including readiness, planning, stakeholder management, and sustainmentDevelop and communicate the strategic plan and business cases with ROI analysis; design regular/ad-hoc reports and dashboardsEnsure standardized processes and documentation; pursue simplification and automation opportunitiesMaintain stakeholder engagement, manage ambiguity, and build internal/external networksAttract, develop, and retain talent; coach teams and drive accountabilityAdvise senior leaders on strategic initiatives; benchmark industry practices and gather competitive insightsEnsure compliance with risk, regulatory, and policy frameworks and apply Risk Management framework Key requirementsExtensive experience in business transformation, process redesign, and digital enablement within a large organizationProven leadership of teams and cross-functional collaboration in a product-business environmentAbility to manage multiple complex initiatives with competing priorities and timelinesDeep understanding of digital client experiences, onboarding, servicing, and workflow automationExperience partnering with Product, Digital and Technology to define problems, shape solutions and deliver outcomesStrong systems thinking, end-to-end journey analysis, and ability to drive enterprise-wide improvementsInfluence and alignment-building across diverse stakeholder groups without direct authoritySenior-level people leadership with coaching, development, and performance managementData-driven decision making and use of insights to prioritize investments and measure outcomesKnowledge of risk, regulatory, and compliance requirements; expert in related practicesTypically 9+ years of relevant experience and/or related certificationExcellent verbal and written communication, analytical and problem-solving skillscollaborationleadershipcommunicationjourney mappingprocess designchange management
Not specified in the original listing.
Not specified in the original listing.
