Senior Manager, Customer Onboarding & Early Tenure

09/09/2026

Address:

33 Dundas Street West

Customer Solutions

This is a hybrid role in Toronto

Senior Manager, Customer Onboarding & Early Tenure

Location: Toronto, ON
Team: Customer Lifecycle Management
Reports to: Director, Customer Lifecycle Management & Strategy

Role Summary

The Senior Manager, Customer Onboarding & Early Tenure is accountable for setting the vision, strategy, roadmap, and execution approach for customer journeys that help new and early-tenure customers build stronger, deeper, and more primary relationships with BMO.

This role will own and evolve the Onboarding & Early Tenure journey, focused on driving activation, funding, product cross-sell, primacy, PPC growth, and early customer engagement during a customer’s first months with the bank. The role will also lead the development and delivery of the New to Canada journey, including pre-arrival and onboarding experiences designed to help newcomer customers choose BMO earlier, establish primary banking relationships faster, and build long-term relationship value.

Operating as both a strategic journey owner and cross-functional execution lead, this role partners closely with Product, Marketing, Digital, Analytics, Customer Insights, Campaign Strategy, Frontline Enablement, Delivery, Operations, and Measurement teams to translate customer moments into measurable business outcomes.

The Senior Manager will play a critical role in scaling proven journey capabilities, building new growth opportunities, strengthening journey governance, and creating connected, customer-led experiences that support BMO’s enterprise priorities around client growth, full relationships, digital first, data-driven personalization, simplification, and customer lifetime value.

Key Accountabilities

Strategic Leadership & Journey Vision

• Define and own the multi-year strategy and roadmap for Customer Onboarding, Early Tenure, and New to Canada journeys, ensuring alignment to CLM priorities, Ambition 2030 outcomes, and Canadian P&BB growth objectives.
• Establish a clear journey vision for how BMO supports customers during onboarding, early relationship formation, and newcomer banking moments.
• Identify, size, and prioritize opportunities to improve customer activation, funding, product depth, primacy, PPC growth, retention, newcomer acquisition, and long-term relationship value.
• Translate customer needs, business priorities, and market opportunities into a sequenced set of journey interventions, experiences, campaigns, offers, and channel strategies.
• Ensure journeys are customer-led, time-bound, anchored in meaningful moments, and designed to move customers from their current state to an ideal future state.

Onboarding & Early Tenure Journey Ownership

• Lead the ongoing strategy, optimization, and performance management of the Onboarding & Early Tenure journey.
• Drive initiatives that improve early customer activation, funding behaviour, product cross-sell, customer engagement, and primacy.
• Optimize journey economics, channel performance, customer treatments, and measurement frameworks to continually improve business impact.
• Partner with Product, Marketing, Analytics, Digital, Frontline, and Delivery teams to enhance personalization, sequencing, communications, offers, and customer experience across early-tenure moments.
• Ensure the journey remains scalable, measurable, and aligned to enterprise priorities around client growth, full relationships, and customer lifetime value.

New to Canada Journey Leadership

• Lead the development and launch of the New to Canada journey, including pre-arrival and onboarding journey capabilities.
• Build personalized newcomer banking experiences that help customers engage with BMO earlier and establish primary relationships faster.
• Partner across Product, Marketing, Digital, Analytics, Frontline, and newcomer banking teams to define the target customer segments, moments that matter, triggers, needs, barriers, and opportunities.
• Shape the journey strategy, experience design, channel orchestration, delivery roadmap, and measurement approach for New to Canada.
• Drive outcomes related to newcomer acquisition, early engagement, PPC, primacy, retention, and long-term customer value.

Journey Design, Delivery & Governance

• Lead end-to-end journey delivery from discovery and research through strategy and design, requirements and feasibility, build and delivery, and maintain and optimize.
• Define customer segments, triggers, scope, opportunity areas, journey hypotheses, experience design, channel strategy, requirements, dependencies, and delivery priorities.
• Prepare and lead key journey artifacts, including opportunity summaries, journey strategy and experience design packs, measurement approaches, initial journey backlogs, master journey documents, and next-wave optimization plans.
• Drive alignment through structured governance, including strategy alignment, scope sign-off, journey decision forums, working groups, and ongoing performance reviews.
• Manage competing priorities, delivery risks, resource constraints, dependencies, and trade-offs across multiple teams and initiatives.

Customer Engagement, Channel Strategy & Orchestration

• Design connected customer experiences across digital, frontline, marketing, outbound, servicing, product, offer, and analytics capabilities.
• Partner with channel and enablement teams to ensure customer treatments are timely, relevant, sequenced, and reinforced across touchpoints.
• Define channel roles, orchestration approach, messaging strategy, customer moments, suppression considerations, and experience guardrails.
• Ensure journeys are not managed as isolated campaigns, but as coordinated lifecycle experiences that progress customer behaviour and deepen relationships.

Performance Management & Analytics

• Establish and manage journey KPIs, dashboards, reporting rhythms, and business performance reviews.
• Use customer insights, product analytics, CIR insights, campaign results, and measurement dashboards to identify performance drivers, gaps, and optimization opportunities.
• Track outcomes such as activation, funding, product cross-sell, PPC, primacy, retention, engagement, newcomer acquisition, and customer lifetime value.
• Lead test-and-learn planning across messaging, targeting, timing, triggers, sequencing, channels, offers, and customer segments.
• Translate insights into clear recommendations, roadmap changes, and next-wave priorities.

Stakeholder & Enterprise Leadership

• Act as a trusted advisor and strategic partner to senior leaders across CLM, Product, Marketing, Digital, Analytics, Frontline, Operations, Delivery, and partner teams.
• Influence cross-functional partners to align on customer priorities, business outcomes, sequencing, resourcing, delivery scope, and decision-making.
• Represent the Onboarding, Early Tenure, and New to Canada journeys in CLM governance forums, leadership updates, partner working groups, and executive discussions.
• Build strong enterprise relationships and drive alignment across teams with different mandates, priorities, and delivery models.

People Leadership & Culture

• Lead, coach, and develop a high-performing team with capabilities in journey strategy, customer experience, analytics, stakeholder management, delivery, and optimization.
• Set clear goals, establish accountability, support employee development, and recognize strong performance.
• Foster a collaborative, inclusive, and outcome-oriented culture aligned to BMO’s purpose, values, and commitment to diversity and inclusion.
• Build team capability in journey design, structured problem solving, executive communication, partner engagement, and performance management.

Risk, Governance & Controls

• Ensure journey strategies, customer treatments, data usage, campaigns, communications, and delivery approaches are managed within approved risk appetite and applicable policies.
• Partner with risk, compliance, legal, privacy, data, and operational teams as required to identify and manage risks related to customer outcomes and execution.
• Proactively identify, escalate, and resolve risks, dependencies, and constraints that could impact delivery, customer experience, or business outcomes.

Qualifications & Experience

Experience

• Typically 7+ years of progressive experience in retail banking, customer lifecycle management, customer strategy, product management, digital strategy, marketing, analytics, management consulting, or customer experience.
• Demonstrated experience leading complex, cross-functional programs or journeys with enterprise-wide impact.
• Proven ability to develop multi-year strategies and translate them into clear roadmaps, execution plans, business outcomes, and measurable KPIs.
• Strong understanding of customer onboarding, early-tenure engagement, relationship deepening, primacy, acquisition, retention, and customer lifecycle value.
• Experience working with data, analytics, measurement, segmentation, triggers, journey design, campaign strategy, and customer performance dashboards.
• Strong ability to influence senior stakeholders and navigate ambiguity across multiple teams, priorities, and delivery constraints.
• Experience leading teams, developing talent, and building strong partner relationships across business, analytics, marketing, digital, operations, and frontline groups.

Education

• Post-secondary degree in Business, Commerce, Marketing, Economics, Engineering, Analytics, or a related field.
• MBA or advanced degree is considered an asset.

Core Capabilities

• Strategic thinking and business acumen - Expert
• Customer lifecycle management and journey orchestration - Expert
• Customer onboarding, early-tenure engagement, and relationship deepening - Expert
• Newcomer banking, acquisition, and primary relationship growth - Advanced
• Data-driven decision making and analytical problem solving - Expert
• Journey design, customer experience, and channel orchestration - Expert
• Program delivery, governance, and change management - Expert
• Measurement, KPI management, and performance optimization - Advanced
• Stakeholder influence and executive communication - Expert
• People leadership and talent development - Expert
• Ability to manage ambiguity, complexity, and competing priorities in a fast-paced environment - Expert

$94,600.00 - $176,000.00

Salaried

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.