5+ years of experience
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Job Category:
Customer Service
Manager, Voice of Customer - Loyalty Measures
(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

Under the direction of the Director, Customer Loyalty Measures, this job is accountable for the design, management, data analysis, interpretation and communication of NPS & Customer Experience studies. The Manager, CLM advises and partners with internal Lines of Business (LOBs) by providing relevant CE research insights and key findings to assist them in making better fact-based decisions. The job is also accountable for effectively managing Customer Experience suppliers to ensure that Programs are delivered on time, flawless, on-budget and according to specifications. The job is also accountable for the convergence of other data into CE/NPS insights, including behavioral data and text analytics.


Strategic Research Consultancy

* Act as a consultant to internal clients to understand and define customer experience measurement objectives

* Inform decision-making around key business initiatives with fact-based customer insights

* Build and sustain an influencer role with key user groups by effectively becoming a member of their strategic teams

Analytical Insight of Research Results

* Provide actionable insights from a thorough analysis of the available data

* Couple data findings with industry knowledge and text analytics findings to provide meaningful and relevant research insights

Operational Leadership and Management of Customer Experience Measurement Programs

* Provide domain expertise in the area of customer experience research design, data collection and analysis

* Lead ongoing customer tracking programs

* Help drive performance improvement through measurement, interpretation of results and communication

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

* Continually monitor the external market for appropriate methodologies, approaches and suppliers to ensure BMO benefits from best practices

* Manage the day to day operations of BMO's Customer Experience platform; hosted on Qualtrics

* Lead the day to day relationship management with Customer Experience

* Leads in the US Personal & Business Banking Lines of Business

Supplier Management

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

* Resolve any operational, administrative or relationship issues associated with supplier engagement


* Undergraduate university degree, preferably in business or social sciences

* Minimum of five years Customer Experience research experience

* Minimum of five years of experience managing the day to day operations of a large-scale customer experience measurement program

* Some experience in financial services

* Thorough knowledge and experience of the customer experience measurement process

* Some experience on the Qualtrics platform

* Advanced computer literacy in spreadsheets, word-processing and presentation software


* Excellent communication (verbal and written), presentation and interpersonal

* Strong consulting skills, including the ability to understand both attitudinal and behavioral data

* Excellent time and project management skills

* Strong relationship building and influencing skills

* Strong negotiation and supplier management

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

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

* Demonstrated ability to work effectively with cross-functional teams across the enterprise

* Strong team player

We're here to help

At BMO Harris Bank we have a shared purpose; we put the customer at the center 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 Harris Bank 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://bmoharriscareers.com.

BMO Harris Bank 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. BMO Harris Bank N.A. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

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.