Director, Client Journey – Growth & Modernization

BMO U.S.

. Own the end-to-end InvestorLine client journey and growth outcomes .

Posted 9/25/2026full-timeRemote • CanadaLead💰 CA$100,000 - CA$200,000 per yearWebsite

About the role

Key responsibilities & impact

Own the end-to-end InvestorLine client journey and growth outcomes
Lead journey modernization, digital and AI enablement, process simplification and organizational readiness
Align Product, Digital, UX/CX, Marketing, Technology & Operations, Data & Analytics, Risk and enterprise partners around measurable outcomes
Lead Expert Client Care, Trading & Support and Digital Advice capabilities
Own acquisition, onboarding, engagement, service, retention and relationship-deepening outcomes
Establish growth targets and monitor client, financial and business performance measures
Use client feedback, complaints, behavioural data, operational insights and market trends to identify friction and corrective actions
Own modernization priorities, roadmaps, requirements, business cases and investment priorities
Lead digital and AI adoption and change readiness from concept through sustainment
Establish governance, decision forums and executive reporting
Own portfolio benefits, performance, risks, dependencies and value realization
Provide business leadership and advice to senior leaders
Orchestrate cross-functional enterprise partners around shared outcomes
Resolve competing priorities and present options, implications and recommendations
Develop business cases and ensure governance reviews progress, outcomes, risks and decisions
Translate journey priorities into sustainable processes, controls, training, coaching and performance routines
Set expectations and build an accountable, inclusive, high-performing culture
Develop leadership capability and succession depth through coaching, feedback and development plans
Apply the Risk Management Framework and operate within approved Risk Appetite and applicable policies, standards, laws and regulations

Requirements

What you’ll need

Experience leading large teams of 100 employees or more
Typically 9+ years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience
Extensive experience in financial services, client journey transformation, digital channels, growth, product management or complex business delivery
Strong understanding of AI-enabled capabilities, client experience practices and technology-enabled business and competitive outcomes
Proven success leading complex, cross-functional initiatives from business case through implementation, adoption and benefit realization
Strong people leadership, executive communication, influence, negotiation and relationship-management capability
Strong financial and analytical skills, including business casing, prioritization, performance measurement and data-driven decisions
Ability to navigate ambiguity, resolve competing priorities and deliver outcomes in a highly matrixed environment
Experience with Agile, Human-Centred Design, Lean, Change Management, Program Management or analytics is an asset
Client-centric, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success

Benefits

Comp & perks

Performance-based incentives
Discretionary bonuses
Other perks and rewards
Health insurance
Tuition reimbursement
Accident insurance
Life insurance
Retirement savings plans
In-depth training and coaching
Manager support
Network-building opportunities
Accommodation available on request during the selection process