Application Deadline:08/09/2025

Address:33 Dundas Street West

Customer Solutions

Work location: On site/In-person

This role has a wide range of responsibilities including data structuring & analytics, executive communications, questionnaire design, project management, competitive analysis, and ongoing review & categorization of feedback from customers and salesforces. Previous experience in consulting, customer research, or with branches is preferred.

The Senior Manager, Feedback Insights will support multiple programs across customer and salesforce experience in Canadian Personal & Business Banking. They will contribute at every stage of the research process including questionnaire design, programming survey tools, analyzing structured & unstructured data (including reading comments), and presenting insights and recommendations to diverse audiences. This is an individual contributor role and located on-site at BMO Place in Downtown Toronto.  Previous CX consulting experience is preferred. Other activities include:

• May network with industry contacts to gain competitive insights and best practices.
• Conducts independent analysis and assessment to resolve strategic issues.
• Acts as the prime subject matter expert for internal/external stakeholders.
• Defines business requirements for analytics and reporting to ensure data insights inform business decision making.
• Develops and applies the framework for databases; oversees database management in adherence with data governance standards.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any issues.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Leads/participates in the design, implementation and management of core business/group processes.
• Oversees the design, development, and implementation of tools and training required to deliver business results.
• Breaks down strategic problems and analyzes data and information to provide insights and recommendations.
• Monitors and tracks performance and addresses any issues.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Reviews the program for effectiveness, considers industry trends, and recommends enhancements; implements changes.
• Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
• Implements changes in response to shifting trends.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically, 7+ years of relevant education and experience
• Ability to manage ambiguity & multiple priorities.
• Research design - In-depth / Expert.
• Proficiency in research platforms and tools (e.g. Qualtrics)
• Structuring data for analysis - In-depth / Expert.
• Analytical and problem solving skills - In-depth / Expert.
• Microsoft Excel / PowerPoint skills - In-depth / Expert.
• Verbal & written communication skills - In-depth / Expert.
• Program management skills - In-depth.
• Influence skills - In-depth / Expert.
• Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
• Experience in JavaScript & CSS a bonus

$86,000.00 - $160,000.00

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: https://jobs.bmo.com/global/en/Total-Rewards

About Us

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 https://jobs.bmo.com/ca/en.

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.