Director, Journey Enablement, Self-Serve Onboarding & Servicing

<div><div><div><div><div><div><div><div><div><div><div><div><div><div><p style="text-align:left"><span>Application Deadline:</span></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div>11/06/2026<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><span>Address:</span></p>33 Dundas Street West<p style="text-align:inherit"></p><p style="text-align:inherit"></p><div><div><div><div><div><div><div><p style="text-align:left">Job Family Group:</p></div></div></div></div></div></div></div>Strategy & Change<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><span style="color:#000000">We are seeking an experienced leader who operates at the intersection of business, technology, and digital to drive meaningful client and business outcomes.

This role will lead the Business Banking Self-Serve Onboarding & Servicing Journey, working in close partnership with Digital and Technology leaders to transform and elevate the end-to-end client experience. The mandate spans the full self-serve lifecycle, from digital application and account opening through authentication, consent, documentation, fulfillment, and ongoing servicing.

</span></p><br /><p><span style="color:#000000">The successful candidate will define and execute a clear vision for the future-state digital journey, ensuring clients can start, manage, and service their Business Banking relationships simply, securely, and seamlessly through Online Banking (OLB) and Online Banking for Business (OLBB). They will be accountable for journey performance, leveraging key insights and KPIs to advance our A30 ambition of increasing digital sales and accelerating digital adoption across the Business Banking portfolio.

</span></p><br /><p><span style="color:#000000">In addition, they will identify opportunities to leverage AI to enhance or reimagine the client's experience, automate processes, and optimize the touchpoints across the journey. This is a business-led transformation role, focused on setting the strategy, establishing business cases, and designing and implementing business processes and service improvements to achieve target business outcomes.

<span> </span></span></p><p style="color:!important"><span style="color:#000000"><b><span></span></b><span> </span></span></p><p style="color:!important"><span style="color:#000000"><b>The successful candidate will:</b><span> </span></span></p><ul><li><span style="color:#000000">Work in close partnership with Digital and Technology to co-design the client and employee experience, while providing clear business problems, prioritized requirements, success measures and decision ownership before solutions enter sizing and build.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Lead the development and prioritization of the journey roadmap, balancing client and employee value, digital adoption, business outcomes, risk and control requirements, delivery readiness, dependencies and platform capacity.<span> </span></span></li></ul><ul><li><span style="color:#000000">Drive increased digital onboarding and self-service adoption by identifying friction, abandonment, exceptions, manual intervention and support gaps, and translating these insights into actionable improvements.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Lead and align partners across Product, Business Governance, Digital, Technology, Operations, Analytics, PMO and frontline channels, while maintaining clear accountability for business process design, adoption, benefits realization and ongoing journey performance.<span> </span></span></li></ul><ul><li><span style="color:#000000">Track journey outcomes such as product sales (payment products & lending) through the digital channel, leads to start, application completion and abandonment rates, and transaction migration to digital self-serve channels.

In addition, digital servicing and usage (e.g. features per customer).<span> </span></span></li></ul><ul><li><span style="color:#000000">Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.<span> </span></span></li></ul><ul><li><span style="color:#000000">Ensures alignment between values and behaviour that fosters diversity and inclusion.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.<span> </span></span></li></ul><ul><li><span style="color:#000000">Operate as a people manager and lead a journey team to plan and execute on the strategy. <span> </span></span></li></ul><ul><li><span style="color:#000000">Attracts, retains, and enables the career development of top talent.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.<span> </span></span></li></ul><ul><li><span style="color:#000000">Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Networks with industry contacts to gather competitive insights and best practices.<span> </span></span></li></ul><ul><li><span style="color:#000000">May consult to or serve on various committees and task forces.<span> </span></span></li></ul><ul><li><span style="color:#000000">Stays abreast of industry and business trends through benchmarking and/or participation in professional associations.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Assists in the development of strategic plans.<span> </span></span></li></ul><ul><li><span style="color:#000000">Develops the business case by identifying needs