Address:

Manager, Digital Adoption & Engagement

Location: Toronto, ON
Team: Customer Lifecycle Management
Reports to: Senior Manager, Digital Adoption & Engagement (Customer Lifecycle Management & Strategy)

Role Summary

The Manager, Digital Adoption & Engagement is accountable for supporting the design, delivery, and ongoing optimization of the Digital Adoption & Engagementjourney, a priority initiative focused on increasing digital engagement and shifting customer behaviours toward self-serve banking across online and mobile channels.

This role plays a critical part in translating strategy into execution, working across Product, Digital, Marketing, Analytics, Frontline Enablement, and Operations teams to deliver high-impact initiatives that improve customer experience, drive adoption of digital capabilities, and reduce cost-to-serve. The Manager will support the development of journey roadmaps, execution of key initiatives, and delivery of measurable business outcomes such as digital enrollment, feature usage, and transactional migration.

Operating in a dynamic and evolving environment, this role requires a strong executor with structured thinking, capable of managing complexity, coordinating multiple stakeholders, and contributing to scalable, sustainable lifecycle solutions.

Key Accountabilities

Journey Strategy & Design

• Support the development and evolution of the Digital Adoption, engagement & Transaction Migration strategy and roadmap
• Contribute to identifying opportunities to increase digital enrollment, engagement, and transaction migration across key customer segments
• Help position digital adoption as a core lifecycle capability that supports growth, efficiency, and customer satisfaction
• Ensure alignment with broader retail banking, digital, and customer lifecycle strategies

Program & Initiative Delivery

• Lead and support components of the end-to-end delivery of digital adoption initiatives, from concept through launch and optimization
• Translate strategic direction into clear execution plans, requirements, and deliverables
• Coordinate cross-functional teams to deliver initiatives on time and with high quality
• Identify and manage dependencies, risks, and competing priorities across multiple workstreams

Customer Experience & Channel Orchestration

• Support design and execution of end-to-end digital-first customer experiences across online, mobile, and assisted channels
• Contribute to initiatives that drive behavior change toward self-serve and digital-first interactions
• Support development of channel steering strategies based on customer needs and complexity
• Ensure consistency of experience across digital, frontline, and campaign touchpoints

Stakeholder Collaboration & Engagement

• Partner closely with Product, Digital, Marketing, Analytics, Frontline, and Operations teams to deliver integrated solutions
• Support alignment across stakeholders to ensure shared ownership and execution
• Participate in working groups, forums, and governance processes
• Communicate progress, risks, and insights clearly to stakeholders

Performance Management & Optimization

• Define and track key performance indicators (KPIs) such as digital adoption, engagement, migration rates, cost-to-serve, and customer experience
• Analyze performance data to identify trends, gaps, and opportunities for improvement
• Support test-and-learn initiatives and ongoing optimization efforts
• Translate insights into actionable recommendations and roadmap enhancements

Operating Model & Execution Support

• Support implementation of the CLM operating model, including stage gates, governance, and delivery milestones
• Contribute to development of frameworks, playbooks, and best practices for digital adoption and migration
• Help ensure initiatives are structured for scalability, sustainability, and long-term behavior change

Risk & Governance

• Ensure initiatives align with BMO’s risk management framework and regulatory requirements
• Identify and escalate risks related to customer outcomes, adoption, and execution
• Support adherence to governance standards and approval processes

Qualifications & Experience

Experience

• Typically 4–7 years of experience in retail banking, digital strategy, customer experience, product, or consulting
• Experience supporting or leading cross-functional initiatives or programs
• Strong ability to manage multiple priorities in a fast-paced, evolving environment
• Experience working with digital channels, customer behavior, or adoption initiatives is an asset

Education

• Post-secondary degree in Business, Commerce, Engineering, or a related field
• MBA or advanced degree is an asset

Core Capabilities

• Structured thinking and problem-solving – Strong
• Program and initiative delivery – Strong
• Digital adoption and customer behavior understanding – Strong
• Data-driven decision making – Strong
• Stakeholder collaboration and influence – Strong
• Communication and storytelling – Strong
• Ability to manage ambiguity and evolving scope – Strong

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: