5+ years of experience
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Job Category:
Customer Service
Manager, Customer Insights - Enterprise Customer...
(This job is no longer available)
BMO | Chicago, IL
Grad Date

Not sure what types of jobs you are interested in?

Explore Jobs
Based on Your Education

Follow This Company

Job Description

The Manager is accountable for partnering with marketing and BMO's US Personal Banking line of business (LOB) leaders as a consumer insights consultant informing marketing, product, channel and business strategies for customer acquisition, experience and retention. Their core contribution is helping to achieve business objectives through an evidence-based understanding of consumer and customer attitudes matched with a strong understanding of LOB business enablers. In so doing they will be expected to bring a combination of marketing research skill sets along with general marketing and business acumen. Success will be dependent on their ability to build substantive relationships with LOB decision makers based on consulting and analytic prowess along with the ability to inspire action based on clear counsel and insight.

The Manager is also accountable for the overall management and execution of market research plans and strategies. The Manager partners and works closely with internal business partners to provide relevant, timely, actionable, fact-based strategic insights and interpretation of research results. This role requires the individual to synthesize and present information from various sources and provide a holistic perspective of research data including implications, and to work with LOB partners to develop business strategies based on research findings. This individual must be able to manage all aspects of the research procurement process. This person should also be skilled in research execution as well. This job is also accountable for leading and influencing project teams comprised of individuals who don't necessarily report to the Manager but will be dependent on their leadership for incremental growth as well as project success. This job is also accountable for collaborating with and assisting other ECE team members in reaching their full potential.


* Proactively inform business partners of new research methodologies, consumer trends and emerging technologies on an ongoing basis.

* Strategic Research/Marketing Consultancy

* Development and Management of Research Plans and Strategies

* Analytical Insight and Use of Research Results

* Enterprise Customer Experience Departmental Initiatives

* Project Leadership/Staff Management

* Supplier and Cost Centre Management

Strategic Research Consultancy

* Efficiently apply Marketing Research techniques and innovations to provide evidence-based insight on customer acquisition, experiences and retention

* Act as a consultant to internal business partners to ensure the business questions that require research are relevant to the end business objectives

* Design and implement marketing research solutions for specific business problems and objectives, applying varied marketing research techniques as appropriate

* Manage marketing research projects through every stage from scoping through to reporting and presenting results

* Provide clarity and actionable recommendations from complex data findings

* Communicate and present research findings in a manner that is informative but also impactful and inspiring

* Proactively provide LOB partners with suggested topic areas to research and alternative approaches to generating and using research findings.

* Provide an integrated and synthesized perspective of actionable research findings to internal clients including key research insights and business implications. Use these findings to assist in the development of business strategies and initiatives.

* Continually develop existing positive relationships with long-standing clients and suppliers, as well as forge bonds with new clients and suppliers, to enhance strategic consultant role and ultimately maximize market research-based insights.

* Partner with internal business partners to leverage existing and new research findings to develop new business strategies and initiatives and to improve the effectiveness of business initiatives as they relate to the customer.

* Effect positive change in the way BMO conducts and uses research.

* Continually increase Enterprise Customer Experience's level of involvement in the planning and use of research to develop business strategies, improve business decisions, and drive revenue.

Development and Management of Research Plans and Strategies

* Develop LOB marketing research plans and strategies that address business partners' strategic imperatives and are aligned with overall marketing & business plans for LOB.

* Manage the research procurement process from start to finish. This includes consultation with internal business partners to define study objectives, development of proposed design and supplier selection/ management. It also requires managing the research survey through the design, field, data processing, data analysis, reporting, presentation and project evaluation phases. Where appropriate conduct the research internally (e.g., proprietary client community).

* Provide domain expertise in the area of market research design, data collection and analysis.

* Ensure that research is conducted according to industry best practices and conforms with all bank policies.

* Continually monitor the external marketplace for industry developments and appropriate methodologies and suppliers to ensure BMO benefits from market research industry best practices.

* Develop specialized expertise within a particular research competency such as customer loyalty or user experience. Act as departmental research specialist and advisor within particular research competency to other members of research department and across all LOBs.

* Provide ongoing evaluation of the validity, appropriateness, and application of key core metrics such as NPS. Monitor latest industry trends relevant to core metrics.

* Provide departmental leadership in the use and understanding of core metrics and ensure consistency in their collection and use across BMOFG.

Analytical Insight and Use of Research Results

* Provide actionable, timely, accurate and relevant research findings and insight from a thorough analysis of the research data.

* Provide implications of research findings through synthesis and integration with other business and marketing research data.

* Educate internal clients about the value of market research in addressing knowledge gaps identified when developing business strategy.

* Continuously review and upgrade current reporting systems to ensure that reports are easy to understand, focused and easy to access.

* Manage supplier performance to deliver superior quality research reports, analytics, and presentations.

* Communicate research insights via compelling written reports and/or presentations.

* Use research findings to inform the development of business strategies and plans.

Enterprise Customer Experience Departmental Initiatives

* Proactively provide suggestions and recommendations for initiatives designed to improve the quality of services provided by the research department.

* Participate in the development of departmental plans and strategies.

* Plan and implement approved departmental initiatives.

* Develop and pioneer new and improved departmental processes.

* Develop and pioneer departmental relationship building strategies.

* Provide support in the development and planning of professional development strategies for the research team as a whole and individual members of the team.

* Adopt approved departmental processes, strategies and initiatives.

Project Team Leadership/Staff Management

* Ensure project teams have the necessary direction and tools to effectively fulfill their roles and responsibilities.

* Proactively manage work priorities to ensure client expectations and enterprise objectives are met.

* Provide performance feedback, research expertise, advice and support to continually aid in the development of more junior members of the marketing research team.

* Provide peer coaching and mentoring to other members of the research team.

* Lead the research team in the adoption of outcomes/processes from assigned departmental initiatives.

* Ensure staff has the necessary direction and tools to effectively fulfill their roles and responsibilities.

Supplier and Cost Centre Management

* Manage supplier relationships to optimize the value that BMO receives.

* Ensure that commissioned projects are completed on-time and on-budget according to study specifications.

* Execute ongoing evaluation of existing supplier capabilities and performance. Investigate and assess new supplier capabilities.

* Provide recommendations with respect to competitive supplier proposals and identify and help manage enterprise shared access and funding to supplier platforms where needed

* Contribute to marketing research budget planning and management.


* Accountable designer, interpreter, analyst, presenter and consultant related to marketing research initiatives for assigned LOBs

* Advisory role in identifying the need and appropriate applications for research; in designing research and in acting upon business implications resulting from research studies.

* Veto research which lacks reliability and validity or is not aligned to BMO FG objectives.

* Advisory role regarding any proposed changes to core transnational BMOFG KPIs (e.g., NPS) or suppliers of core KPI research.

* Monitoring authority - to be informed of any and all consumer research for assigned LOBs within BMOFG.

* Escalate situations in which the use and interpretation of results of research projects does not meet BMOFG research standards and guidelines.

* Provide solicited and unsolicited advice on use of results market research.

* Provide solicited and unsolicited advice on selection of agencies

* Manage expenditures to stay with approved project budgets

Scope and Impacts:

* Initiative / Program Scope: Key, leading edge strategic programs

* Project complexity: High - large number of variables to understand in order to execute successfully

* Type of project: Large scale


* Undergraduate university degree in business or social sciences

* Graduate degree in business, marketing, marketing research or related field would be a significant asset

* Minimum of four to six years in progressive positions within marketing/marketing research functions (buyer and/or supplier side).

* Some experience in financial services particularly on the multi-channel retail side

* Thorough knowledge and experience of current marketing research methodology and practices.

* Experience lending itself to general business and marketing acumen


* Well developed and practiced strategic decision-making with a full view of research and business implications.

* Self-starter disposition and ability to work with minimal supervision.

* Excellent communication (verbal, written) skills.

* Excellent presentation skills.

* Strong analytical skills.

* Excellent project management skills with the ability to balance and oversee multiple projects and deadlines.

* Excellent relationship building, influencing and negotiation skills.

* Excellent people and resource management skills.

* Excellent supplier management skills.

* Creative problem resolution skills and solid interpersonal skills are essential.

* Exceptional consulting skills

* Strong team player and relationship building skills.

* Strong computer skills (spreadsheets, word-processing, presentation software).

* Energetic, enthusiastic and passionate about growing BMO business.

* Detail oriented matched with a deep intellectual commitment to projects

* Collaborative, agile, respectful of others and committed to excellence.

* Well-mannered, considerate, professional, self-confident and mature with a direct

* communication style.

* Hard working, client-oriented and a strong desire to be part of winning teams.

About BMO

About BMO Financial Group Established in 1817 as Bank of Montreal, BMO Financial Group is a highly diversified financial services organization. With total assets of $265 billion as at October 31, 2004, and more than 34,000 employees, BMO provides a broad range of retail banking, wealth management and investment banking products and solutions. BMO Financial Group serves clients across Canada through its Canadian retail arm, BMO Bank of Montreal, and through BMO Nesbitt Burns, one of Canada's leading full-service investment firms. In the United States, BMO serves clients through Chicago-based Harris, an integrated financial services organization that provides more than 1.5 million personal, business, corporate and institutional clients with banking, lending, investing, financial planning, trust administration, portfolio management, family office and wealth transfer services.