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This is a hybrid role in Toronto

Manager, New‑to‑Investment Lifecycle

Location: Toronto, ON
Team: Customer Lifecycle Management
Reports to: Senior Manager, New‑to‑Investment Lifecycle (Customer Lifecycle Management & Strategy)

Role Summary

The Manager, New‑to‑Investment Lifecycle is accountable for supporting the design, build, and ongoing optimization of the New‑to‑Investment Lifecycle journey, a priority initiative focused on accelerating investment adoption and deepening customer relationships across the retail bank.

This role plays a critical part in translating strategy into execution, working across Product, Marketing, Campaign Strategy & Execution, Analytics, Digital, and Frontline teams to deliver a seamless, high-impact customer experience. The Manager will contribute to shaping the journey roadmap, defining key initiatives, and driving delivery against measurable business outcomes such as investment penetration, primacy, engagement, and share of wallet.

Operating in a dynamic and evolving environment, this role requires both strategic thinking and strong execution capability, with a focus on building scalable solutions that can grow and adapt over time.

Key Accountabilities

Journey Strategy & Design

• Support the development and evolution of the New‑to‑Investment Lifecycle strategy and roadmap
• Contribute to defining key moments of need, customer segments, and lifecycle opportunities
• Help identify and prioritize initiatives that drive investment onboarding, early engagement, and sustained growth
• Ensure journey design aligns with broader retail banking, product, and customer experience strategies

Program & Initiative Delivery

• Lead and support the end-to-end execution of lifecycle initiatives, from concept through launch and optimization
• Translate strategic priorities into clear execution plans, requirements, and deliverables
• Coordinate across cross-functional teams to ensure timely and high-quality delivery
• Proactively identify risks, dependencies, and blockers, and work to resolve them

Customer Experience & Engagement

• Support the design of end-to-end customer experiences across digital, frontline, and assisted channels
• Contribute to development of value propositions, offers, and communications that drive investment adoption
• Ensure consistency and alignment in customer experience across different touchpoints
• Incorporate customer insights and behavioral principles to influence engagement and decision-making

Performance Management & Optimization

• Define and track key performance indicators (KPIs) for the journey (e.g., investment adoption, engagement, product penetration)
• Analyze performance data to identify trends, gaps, and opportunities for improvement
• Support ongoing test-and-learn and optimization efforts
• Help translate insights into actionable recommendations and roadmap enhancements

Stakeholder Collaboration

• Partner closely with Product, Campaign Strategy & Execution, Marketing, Analytics, Digital, and Frontline teams to deliver integrated solutions
• Support alignment across stakeholders to ensure shared ownership and execution of initiatives
• Contribute to working groups, forums, and governance processes within CLM
• Communicate progress, insights, and recommendations clearly to stakeholders

Operating Model & Enablement

• Support the implementation of the CLM operating model, including stage gates, deliverables, and governance processes
• Contribute to building repeatable frameworks, tools, and best practices for lifecycle delivery
• Help ensure initiatives are set up for scalability, sustainability, and long-term impact

Risk & Governance

• Ensure initiatives align with BMO’s risk management framework and regulatory requirements
• Identify and escalate risks related to customer outcomes, delivery, or operational execution
• Support adherence to governance standards across all initiatives

Qualifications & Experience

Experience

• Typically 4–7 years of experience in retail banking, strategy, product, customer experience, or consulting
• Experience supporting or leading cross-functional initiatives or programs
• Strong ability to manage multiple priorities and work in a fast-paced, evolving environment
• Experience working with data and insights to inform decision-making

Education

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

Core Capabilities

• Strategic thinking and structured problem-solving – Strong
• Program and initiative delivery – Strong
• Customer experience and lifecycle thinking – Strong
• Data-driven decision making – Strong
• Stakeholder collaboration and influence – Strong
• Communication and storytelling – Strong
• Ability to manage ambiguity and evolving scope – Strong