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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: