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BMO Financial Group Manager, Communications and Customer Experience in Toronto, Ontario


  • As a member of the North American Commercial Bank Headquarters team, the Manager, Communications and Customer Experience is accountable for the planning, development, and execution of employee and customer communications in support of Canadian Commercial Banking.

  • The Manager will also assist in the management and execution of Canadian Commercial Banking’s Net Promoter Score (NPS) survey program. They will be expected to provide expert-level communications planning, execution, writing and editing skill set along with general market research and business acumen.

Specific Accountabilities:

  • Communications Strategy

  • Communications Operations and Execution

  • Customer Experience

Communications Strategy

  • Oversee the development and execution of our strategic communications plan, regular, ad-hoc and timely customer and employee messaging (intranet, mass emails, documents, videos, webcasts, podcasts), as required, to communicate changes, project initiatives, encourage information sharing and support other communication needs.

  • Leverage best-in-class communication practices and a fresh and creative approach to engaging audiences both in and outside the organization.

  • Oversee BMO brand consistency in all communications to internal and external groups including maintaining the BMO standards for writing, style, voice and look-and-feel.

  • Assist in developing communications protocols and policies for the organization.

  • Contribute to development and execution of strategy for the employee intranet. Ensure intranet content supports and advances Canadian

  • Commercial Banking’s priorities and communications objectives.

Communications Operations and Execution

  • Develop and design visually engaging communications using the Microsoft suite of products, with particular strengths in Word and PowerPoint. iMovie video editing capabilities a strong asset.

  • Provide all Canadian Commercial Banking business units with communications support, including writing, editing and strategic advice for communications, documents, print publications, surveys, web content and other material as needed.

  • Provide writing, editing and online content management support to our weekly and quarterly employee e-newsletters.

  • Support management and content development for quarterly all staff meetings/town halls.

  • Planning and writing of speeches for the executive team.

  • Maintain a communications calendar to best manage workflow.

  • Ensure accuracy and obtain approvals and translations of communications across the business.

  • Measure, analyze and report the performance of all communications for which you are responsible on a monthly basis. Make recommendations for improvements based on insights, best practices and the objectives of the various communications and/or projects.

Customer Experience

  • Assist in development and administration of NPS (Net Promoter Score) studies including survey design and sampling logic, validate/summarize data, and support synthesis of findings into reports.

  • Provide assistance and guidance to salesforce as it pertains to understanding of survey objectives and process, sample selection, and enabling them to proactively and effectively position to clients.

  • Creation & maintenance of customer experience scorecard with proactive action steps and recommendations.


Knowledge & Skills required:

  • This position requires an intermediate level communicator with 5–7 years’ experience in internal communications roles. Experience in external and marketing communications also an asset, but not a requirement. A BA in journalism, communications, business administration or a related area is required.

  • Strong writing and overall communication skills are a must as is a demonstrated record of implementing process-driven and metrics-driven communication programs.

  • Ability to work on tight deadlines and excel in a fast-paced business environment is also necessary.

  • This position requires an individual with excellent judgment and interpersonal skills who can work independently as well as consult, influence and collaborate with different colleagues across grade levels and business groups.

  • Ability to take complex information and communicate it in clear ways.

  • Experience in managing and posting content to intranet is an asset.

  • Fluency in French is an asset.

  • Advanced knowledge of Microsoft suite of products. iMovie video editing capabilities an asset.

  • Knowledge of Net Promoter Score (NPS) methodology and usage within the financial services industry.

  • Knowledge of current marketing research methodology and practices.

Experience in financial services, particularly in commercial lending a strong asset.

We’re here to help

At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

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 .

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.

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