Senior Manager - Digital Adoption & Engagement

BMO•Toronto, ON

3d•Hybrid

About The Position

Reporting to a Director, Customer Lifecycle Management & Strategy, this Senior Manager Digital Adoption & Engagement is accountable for setting the vision and multi-year roadmap to accelerate digital adoption, deepen engagement, and migrate customers toward self-serve banking behaviors across online and mobile channels. This role leads high-impact, cross-functional initiatives that improve customer experience, reduce cost-to-serve, and drive sustainable primary relationship growth. Operating as a strategic advisor and execution lead, this role partners closely with Product, Digital, Marketing, Analytics, Frontline Enablement, and Operations teams to translate strategy into measurable business outcomes. The Senior Manager also leads and develops talent, fosters a strong performance culture, and represents digital adoption as a core growth and transformation lever across the bank.

Requirements

Typically 7+ years of progressive experience in retail banking, digital strategy, product management, customer experience, or management consulting.
Demonstrated experience leading large-scale, cross-functional programs with enterprise-wide impact.
Proven ability to develop and execute multi-year strategies that drive measurable business and customer outcomes.
Strong experience influencing senior stakeholders and operating effectively in ambiguity.
Post-secondary degree in Business, Commerce, Engineering, Analytics, or a related field.
Strategic thinking and business acumen – Expert
Digital adoption, customer engagement, and behavior change – Expert
Data-driven decision making and analytical problem-solving – Expert
Program and change management – Expert
Stakeholder influence and executive communication – Expert
People leadership and talent development – Expert
Ability to manage ambiguity and complexity in a fast-paced environment

Nice To Haves

MBA or advanced degree is considered an asset.

Responsibilities

Define and own a 3–5 year enterprise digital adoption and engagement strategy, aligned to customer lifecycle priorities, channel strategy, and overall retail banking objectives.
Identify, size, and prioritize opportunities to increase digital enrollment, feature usage, transactional migration, and sustained engagement across key customer segments.
Position digital adoption as a foundational capability that supports growth, efficiency, and customer satisfaction.
Provide strategic recommendations and thought leadership to senior executives based on deep business, customer, and market understanding.
Lead end-to-end delivery of complex digital adoption initiatives spanning onboarding, ongoing engagement, frontline enablement, communications, incentives, and journey optimization.
Translate strategic priorities into clear roadmaps, execution plans, and measurable outcomes.
Anticipate risks, resolve competing priorities, and remove barriers to execution across multiple initiatives and stakeholders.
Ensure initiatives are designed with scalability, sustainability, and long-term customer behavior change in mind.
Establish enterprise change management and engagement frameworks to drive adoption of new digital capabilities and behaviors.
Oversee customer and frontline communication strategies designed to influence behavior and improve confidence with digital channels.
Partner with frontline, workforce effectiveness, and training teams to ensure consistent enablement and reinforcement of digital behaviors.
Lazer focus on success metrics and dashboards to track adoption, engagement, migration, and business impact (e.g., cost-to-serve, customer satisfaction, primacy).
Leverage internal and external data to generate insights, explain performance trends, and inform continuous optimization.
Monitor external trends, competitive activity, and emerging technologies to evolve strategies and initiatives.
Act as a trusted advisor to business leaders and partners across Retail Banking, Digital, Marketing, Analytics, Operations, and Technology.
Influence and negotiate across functional and operating groups to achieve outcomes aligned to bank goals.
Represent Digital Adoption & Engagement forums, committees, and working groups as required.
Build, coach, and develop high-performing teams with strong capability in strategy, analytics, execution, and change leadership.
Foster a culture aligned to BMO’s purpose, values, and commitment to diversity and inclusion.
Set clear goals, establish accountability, recognize performance, and actively support employee development.
Apply BMO’s Risk Management Framework to ensure initiatives are delivered within approved risk appetite.
Ensure compliance with applicable policies, standards, and regulatory requirements.
Proactively identify and manage risks associated with digital programs, customer outcomes, and execution.