Senior Manager, Customer Onboarding & Early Tenure

BMO•Toronto, ON

3d•CA$94,600 - CA$176,000•Hybrid

About The Position

The Senior Manager, Customer Onboarding & Early Tenure is accountable for setting the vision, strategy, roadmap, and execution approach for customer journeys that help new and early-tenure customers build stronger, deeper, and more primary relationships with BMO. This role will own and evolve the Onboarding & Early Tenure journey, focused on driving activation, funding, product cross-sell, primacy, PPC growth, and early customer engagement during a customer’s first months with the bank. The role will also lead the development and delivery of the New to Canada journey, including pre-arrival and onboarding experiences designed to help newcomer customers choose BMO earlier, establish primary banking relationships faster, and build long-term relationship value. Operating as both a strategic journey owner and cross-functional execution lead, this role partners closely with Product, Marketing, Digital, Analytics, Customer Insights, Campaign Strategy, Frontline Enablement, Delivery, Operations, and Measurement teams to translate customer moments into measurable business outcomes. The Senior Manager will play a critical role in scaling proven journey capabilities, building new growth opportunities, strengthening journey governance, and creating connected, customer-led experiences that support BMO’s enterprise priorities around client growth, full relationships, digital first, data-driven personalization, simplification, and customer lifetime value.

Requirements

Typically 7+ years of progressive experience in retail banking, customer lifecycle management, customer strategy, product management, digital strategy, marketing, analytics, management consulting, or customer experience.
Demonstrated experience leading complex, cross-functional programs or journeys with enterprise-wide impact.
Proven ability to develop multi-year strategies and translate them into clear roadmaps, execution plans, business outcomes, and measurable KPIs.
Strong understanding of customer onboarding, early-tenure engagement, relationship deepening, primacy, acquisition, retention, and customer lifecycle value.
Experience working with data, analytics, measurement, segmentation, triggers, journey design, campaign strategy, and customer performance dashboards.
Strong ability to influence senior stakeholders and navigate ambiguity across multiple teams, priorities, and delivery constraints.
Experience leading teams, developing talent, and building strong partner relationships across business, analytics, marketing, digital, operations, and frontline groups.
Post-secondary degree in Business, Commerce, Marketing, Economics, Engineering, Analytics, or a related field.

Nice To Haves

MBA or advanced degree is considered an asset.

Responsibilities

Define and own the multi-year strategy and roadmap for Customer Onboarding, Early Tenure, and New to Canada journeys, ensuring alignment to CLM priorities, Ambition 2030 outcomes, and Canadian P&BB growth objectives.
Establish a clear journey vision for how BMO supports customers during onboarding, early relationship formation, and newcomer banking moments.
Identify, size, and prioritize opportunities to improve customer activation, funding, product depth, primacy, PPC growth, retention, newcomer acquisition, and long-term relationship value.
Translate customer needs, business priorities, and market opportunities into a sequenced set of journey interventions, experiences, campaigns, offers, and channel strategies.
Ensure journeys are customer-led, time-bound, anchored in meaningful moments, and designed to move customers from their current state to an ideal future state.
Lead the ongoing strategy, optimization, and performance management of the Onboarding & Early Tenure journey.
Drive initiatives that improve early customer activation, funding behaviour, product cross-sell, customer engagement, and primacy.
Optimize journey economics, channel performance, customer treatments, and measurement frameworks to continually improve business impact.
Partner with Product, Marketing, Analytics, Digital, Frontline, and Delivery teams to enhance personalization, sequencing, communications, offers, and customer experience across early-tenure moments.
Ensure the journey remains scalable, measurable, and aligned to enterprise priorities around client growth, full relationships, and customer lifetime value.
Lead the development and launch of the New to Canada journey, including pre-arrival and onboarding journey capabilities.
Build personalized newcomer banking experiences that help customers engage with BMO earlier and establish primary relationships faster.
Partner across Product, Marketing, Digital, Analytics, Frontline, and newcomer banking teams to define the target customer segments, moments that matter, triggers, needs, barriers, and opportunities.
Shape the journey strategy, experience design, channel orchestration, delivery roadmap, and measurement approach for New to Canada.
Drive outcomes related to newcomer acquisition, early engagement, PPC, primacy, retention, and long-term customer value.
Lead end-to-end journey delivery from discovery and research through strategy and design, requirements and feasibility, build and delivery, and maintain and optimize.
Define customer segments, triggers, scope, opportunity areas, journey hypotheses, experience design, channel strategy, requirements, dependencies, and delivery priorities.
Prepare and lead key journey artifacts, including opportunity summaries, journey strategy and experience design packs, measurement approaches, initial journey backlogs, master journey documents, and next-wave optimization plans.
Drive alignment through structured governance, including strategy alignment, scope sign-off, journey decision forums, working groups, and ongoing performance reviews.
Manage competing priorities, delivery risks, resource constraints, dependencies, and trade-offs across multiple teams and initiatives.
Design connected customer experiences across digital, frontline, marketing, outbound, servicing, product, offer, and analytics capabilities.
Partner with channel and enablement teams to ensure customer treatments are timely, relevant, sequenced, and reinforced across touchpoints.
Define channel roles, orchestration approach, messaging strategy, customer moments, suppression considerations, and experience guardrails.
Ensure journeys are not managed as isolated campaigns, but as coordinated lifecycle experiences that progress customer behaviour and deepen relationships.
Establish and manage journey KPIs, dashboards, reporting rhythms, and business performance reviews.
Use customer insights, product analytics, CIR insights, campaign results, and measurement dashboards to identify performance drivers, gaps, and optimization opportunities.
Track outcomes such as activation, funding, product cross-sell, PPC, primacy, retention, engagement, newcomer acquisition, and customer lifetime value.
Lead test-and-learn planning across messaging, targeting, timing, triggers, sequencing, channels, offers, and customer segments.
Translate insights into clear recommendations, roadmap changes, and next-wave priorities.
Act as a trusted advisor and strategic partner to senior leaders across CLM, Product, Marketing, Digital, Analytics, Frontline, Operations, Delivery, and partner teams.
Influence cross-functional partners to align on customer priorities, business outcomes, sequencing, resourcing, delivery scope, and decision-making.
Represent the Onboarding, Early Tenure, and New to Canada journeys in CLM governance forums, leadership updates, partner working groups, and executive discussions.
Build strong enterprise relationships and drive alignment across teams with different mandates, priorities, and delivery models.
Lead, coach, and develop a high-performing team with capabilities in journey strategy, customer experience, analytics, stakeholder management, delivery, and optimization.
Set clear goals, establish accountability, support employee development, and recognize strong performance.
Foster a collaborative, inclusive, and outcome-oriented culture aligned to BMO’s purpose, values, and commitment to diversity and inclusion.
Build team capability in journey design, structured problem solving, executive communication, partner engagement, and performance management.
Ensure journey strategies, customer treatments, data usage, campaigns, communications, and delivery approaches are managed within approved risk appetite and applicable policies.
Partner with risk, compliance, legal, privacy, data, and operational teams as required to identify and manage risks related to customer outcomes and execution.
Proactively identify, escalate, and resolve risks, dependencies, and constraints that could impact delivery, customer experience, or business outcomes.