CAREERS & JOBS (LOYALTY & CX)

BMO is hiring: Head, Personal Banking Loyalty Value Proposition

The Head of Personal Banking Loyalty Value Proposition is accountable for driving the integration of Air Miles into the broader Canadian Personal value proposition for market differentiation and growth.

The Head develops and implements the strategy and roadmap to develop a multi product and channel loyalty program to increase customer acquisition, primacy, and customer engagement.

Given the rapid pace of change in consumer expectations in banking and loyalty, 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 role will also look after key customer journeys for key loyalty moments and rewards across BMO and AirMiles. This will be done in partnership with Air Miles, Product, Digital, Marketing, Channels, Sales Force Effectiveness and other partners.

The role works in close collaboration with Product, AirMiles, Digital, Emerging Businesses, Marketing, Analytics, Customer Segments, Customer Loyalty & Salesforce Enablement, Virtual Connect, and other product teams.

Key Accountabilities

• Strategy development
• Proactively identify and prioritize opportunities to improve Airmiles Loyalty program in customer acquisition, SOW and engagement
• Develop the overall strategy and roadmap for the integration of AirMiles Loyalty program into Personal Banking
• Complete assessment and potential revamp of current AirMiles offering
• Establish priorities and drive the evolution of capabilities with key partners
• Thought Leadership
• Be a thought leader on trends and capabilities impacting the global financial and loyalty landscape applicability to BMO
• Conduct market and customer research to bring best in class solutions across the globe and connect with customer needs
• Delivery of initiatives
• Lead the implementation of complex projects with large multi-functional teams, through ideation, requirements, implementation and change management
• Monitor progress against project plans to ensure completion
• Proactively solve issues and eliminate obstacles
• Journey management
• Develop, launch and manage customer journeys specific it to the Loyalty Program to drive customer engagement, present timely & relevant offers, and drive digital adoption
• Measure & continuously optimize based on learnings
• Risk Management
• Drive actions to improve profitability through data-driven decisions
• Manage risk, and support the evolution of policies, procedures, and controls
• Partner Management
• Effectively partner and manage AirMiles, Emerging Business, Products teams, Digital, Marketing, Analytics, Customer Segments, Customer Loyalty & Salesforce Enablement, Virtual Connect, etc.
• Provide thought leadership and consultative expertise on assessing proposed loyal initiatives.

Cross Functional Relationships

• Partner with Product, Marketing, Digital, Analytics and other associated teams.

Knowledge & Skills

• 7-10 yrs of experience in Retail Banking with an MBA would be an asset
• Highly developed analytical and problem-solving skills with an ability to assimilate a large amount of information to identity data driven action plans
• Execution track record is key
• Strategy development and stakeholder engagement
• Product management and Risk management capabilities
• Extensive understanding of financial performance of the product portfolios
• Broad organizational perspective
• Analytical thinking and business acumen
• Personal Banking marketing and customer experience
• Market dynamics of financial services industry
• Exceptional oral and written communication skills
• Strong PowerPoint presentation skills
• Strong data management software skills (e.g. Excel pivot tables)

Salary:

$113,900.00 – $211,800.00

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: 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.