Director, Customer Insights and Analytics

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The Director, Customer Insights and Analytics within Retail Risk team is responsible for leading the Canadian Retail Customer Insights and Analytics team. This role transforms customer, market, and behavioral data into actionable insights that drive business growth, improve customer experience, and support strategic decision-making. The Director partners closely with business leaders across Strategy, Product, Sales, Risk, Finance, and Technology to ensure customer-centric decision-making is embedded throughout the organization.

Key responsibilities include:

• Build and lead a high-performing team of customer insight professionals, analysts, and researchers. Foster a culture of innovation, collaboration, and continuous improvement.
• Serve as a trusted advisor to senior executives on customer trends, risks, and opportunities.
• Partner with Product, Marketing, Sales, and Operational leaders to identify growth opportunities and improve customer outcomes.
• Drive a customer-centric culture through data-driven decision-making.
• Design and manage early warning framework with key risk attributes which align to macro economic indicators.
• Identify opportunities to improve customer acquisition, retention, and profitability.
• Lead customer segmentation, behavioral analytics, journey analytics, and predictive modeling initiatives.
• Oversee quantitative and qualitative research programs, including surveys, focus groups, customer interviews, and market studies. Partnered with external agencies and user external data into meaningful results.
• Translate complex data into meaningful business insights and actionable recommendations.
• Develop and maintain executive dashboards and reporting frameworks to monitor customer performance.
• Establish KPIs to measure customer health, loyalty, engagement, lifetime value, and profitability.
• Present findings and recommendations to executive leadership and governance committees.

Qualifications:

• 10+ years of experience in customer analytics, market research, business intelligence, or customer strategy.  5+ years in progressive leadership roles.
• Strong knowledge of retail banking products
• Excellent communication and articulation skills
• Experience leading cross-functional initiatives and influencing senior stakeholders.
• Advanced analytical and problem-solving capabilities.
• Strong knowledge of customer analytics tools and methodologies.

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.