Senior Manager - Digital Adoption & Engagement

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Senior Manager - Digital Adoption & Engagement

senior · Other

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This is a hybrid role in Toronto

Role Summary

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.

Key Accountabilities

Strategic Leadership & Vision

• 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.

Program & Initiative Leadership

• 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.

Customer Engagement & Change Management

• 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.

Performance Management & Analytics

• 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.

Stakeholder & Enterprise Leadership

• 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.

People Leadership & Culture

• 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.

Risk & Governance

• 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.

Qualifications & Experience

• 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.
• MBA or advanced degree is considered an asset.

Core Capabilities

• 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

Salary:

Pay Type:

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.