Manager, Digital Adoption & Engagement

BMO•Toronto, ON

3d•CA$75,900 - CA$141,900

About The Position

The Manager, Digital Adoption & Engagement is accountable for supporting the design, delivery, and ongoing optimization of the Digital Adoption & Engagement journey, a priority initiative focused on increasing digital engagement and shifting customer behaviours toward self-serve banking across online and mobile channels. This role plays a critical part in translating strategy into execution, working across Product, Digital, Marketing, Analytics, Frontline Enablement, and Operations teams to deliver high-impact initiatives that improve customer experience, drive adoption of digital capabilities, and reduce cost-to-serve. The Manager will support the development of journey roadmaps, execution of key initiatives, and delivery of measurable business outcomes such as digital enrollment, feature usage, and transactional migration. Operating in a dynamic and evolving environment, this role requires a strong executor with structured thinking, capable of managing complexity, coordinating multiple stakeholders, and contributing to scalable, sustainable lifecycle solutions.

Requirements

Typically 4–7 years of experience in retail banking, digital strategy, customer experience, product, or consulting
Experience supporting or leading cross-functional initiatives or programs
Strong ability to manage multiple priorities in a fast-paced, evolving environment
Post-secondary degree in Business, Commerce, Engineering, or a related field
Structured thinking and problem-solving – Strong
Program and initiative delivery – Strong
Digital adoption and customer behavior understanding – Strong
Data-driven decision making – Strong
Stakeholder collaboration and influence – Strong
Communication and storytelling – Strong
Ability to manage ambiguity and evolving scope – Strong

Nice To Haves

Experience working with digital channels, customer behavior, or adoption initiatives is an asset
MBA or advanced degree is an asset

Responsibilities

Support the development and evolution of the Digital Adoption, engagement & Transaction Migration strategy and roadmap
Contribute to identifying opportunities to increase digital enrollment, engagement, and transaction migration across key customer segments
Help position digital adoption as a core lifecycle capability that supports growth, efficiency, and customer satisfaction
Ensure alignment with broader retail banking, digital, and customer lifecycle strategies
Lead and support components of the end-to-end delivery of digital adoption initiatives, from concept through launch and optimization
Translate strategic direction into clear execution plans, requirements, and deliverables
Coordinate cross-functional teams to deliver initiatives on time and with high quality
Identify and manage dependencies, risks, and competing priorities across multiple workstreams
Support design and execution of end-to-end digital-first customer experiences across online, mobile, and assisted channels
Contribute to initiatives that drive behavior change toward self-serve and digital-first interactions
Support development of channel steering strategies based on customer needs and complexity
Ensure consistency of experience across digital, frontline, and campaign touchpoints
Partner closely with Product, Digital, Marketing, Analytics, Frontline, and Operations teams to deliver integrated solutions
Support alignment across stakeholders to ensure shared ownership and execution
Participate in working groups, forums, and governance processes
Communicate progress, risks, and insights clearly to stakeholders
Define and track key performance indicators (KPIs) such as digital adoption, engagement, migration rates, cost-to-serve, and customer experience
Analyze performance data to identify trends, gaps, and opportunities for improvement
Support test-and-learn initiatives and ongoing optimization efforts
Translate insights into actionable recommendations and roadmap enhancements
Support implementation of the CLM operating model, including stage gates, governance, and delivery milestones
Contribute to development of frameworks, playbooks, and best practices for digital adoption and migration
Help ensure initiatives are structured for scalability, sustainability, and long-term behavior change
Ensure initiatives align with BMO’s risk management framework and regulatory requirements
Identify and escalate risks related to customer outcomes, adoption, and execution
Support adherence to governance standards and approval processes