The Principal, CXS Strategic Programs is a senior individual contributor in the CCO office who helps turn high-priority Customer Experience Services initiatives into coordinated, measurable change. This role leads complex, cross-functional programs across AI-enabled transformation, operating-model evolution, change readiness, integration planning, KPI development, and executive-sponsored strategic priorities.
Locations (7)
United States
United Kingdom
Australia
New Zealand
Canada
India
Armenia
Responsibilities
Lead and coordinate cross-functional strategic programs tied to CXS transformation, AI-enabled workflow improvement, operating-model evolution, integration planning, and CCO-sponsored priorities.
Translate executive priorities into clear program charters, workstreams, milestones, owners, decision paths, dependencies, and measurable outcomes.
Partner with CXS leaders, Operations, Finance, HR, Internal Communications, IT, Data, AI, Legal, and other stakeholders to align plans, surface risks, and resolve cross-functional dependencies.
Identify and redesign work that can be simplified, automated, or augmented through AI or improved operating practices; help move opportunities from assessment through pilot, adoption, and scale.
Develop practical KPIs, baselines, reporting rhythms, dashboards, and follow-up mechanisms that help leaders monitor transformation progress and value realization.
Assisting clients via email and text regarding medical and non-medical travel claims.
Responsibilities
Opening medical and non-medical claims in our claims system
Providing policy benefits
Responding to general inquiries related to travel insurance policies
Assisting clients with their claim status questions and take ownership of complaints or complex files to ensure the claim is resolved
Appropriately handle, communicate, and exchange sensitive and confidential information in a professional manner, adhering to both company customer service guidelines and legislated privacy standards
Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects. Advises customers on lending/credit strategies and products that meet their objectives.
Compensation
$35,500.00 - $65,000.00
Responsibilities
Understands customer needs and provides credit and lending-related sales and service to BMO customers or prospects
Advises customers on lending/credit strategies and products that meet their objectives
Fulfills sales and service activities for the customer in accordance with approved procedures
Identifies and makes referrals to other business groups as needed
Integrates marketing promotions and programs into customer conversations when appropriate
Requirements
post-secondary degree in related field of study
Nice to have: Knowledge of competitive marketplace and trends in product offerings
Delivers exceptional service to BMO customers and prospects, identifying needs and providing advice on financial solutions to grow loyalty and identify opportunities.
Compensation
$40,500.00 - $80,000.00
Responsibilities
Provide advice and guidance on financial solutions (everyday banking, retail investments, lending, home financing, small business solutions)
Engage customers to complete needs assessments
Support customer transactions needs
Grow BMO’s business by generating appointments and building relationships
Address questions and resolve issues related to consumer credit audits and quality checks
This role owns the strategy and execution to move BMO InvestorLine from general-purpose AI assistants to an AI-augmented operating model, where every team is amplified by a supporting network of AI agents working under human direction.
Compensation
$140,000.00 - $240,000.00
Responsibilities
Own the end-to-end strategy and execution for an AI-enabled workforce, defining and operationalizing a multi-stage roadmap
Design the future-state agentic operating model, including a pragmatic, staged rollout with the roles, controls, and governance it requires
Build executive narratives and business cases, translating a complex transformation into clear, compelling stories with quantified business value
Lead across a highly matrixed organization to define and operationalize a prioritized backlog of internal AI use cases that create measurable value throughout the transformation
Partner with AI Technology, Analytics, and Risk teams to activate use cases with pace, with accountability for outcomes
Requirements
Bachelor’s degree in relevant field
Nice to have: MBB consulting experience
Nice to have: MBA/MSc/PhD in a relevant field from a top institution
Assurer la gestion complète des dossiers de prêts étudiants, offrir un service à la clientèle par téléphone et par courriel, en répondant aux demandes, en effectuant les suivis nécessaires et en veillant au traitement rigoureux des dossiers selon les procédures établies.
Compensation
$40,500.00 - $80,000.00
Responsibilities
Assurer la gestion complète des dossiers de prêts étudiants
Offrir un service à la clientèle par téléphone et par courriel
Effectuer les suivis nécessaires et veiller au traitement rigoureux des dossiers
Provides day-to-day delivery of critical lending operations processes including loan administration and servicing activities
Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of stakeholders inquiries/requests within relevant service level agreements
Supports the delivery of an exceptional customer experience to private banking clients. Provides a superior level of courteous, knowledgeable and professional service to all existing and potential clients displaying a comprehensive knowledge of products.
Compensation
$40,500.00 - $80,000.00
Responsibilities
Assists in preparing new business proposals or presentations to clients/prospects.
Identifies customer needs and matches with appropriate products or services using relationship selling techniques, including making referrals to other BMO employees.
Identifies and recommends workflow process alternatives that can lead to improved efficiency and service levels.
Determines client needs and ensures timely and accurate completion of transaction processing.
Takes ownership of client inquiries/ concerns/ complaints, ensuring timely resolution and referring as appropriate.
The Operations Support Team (OST) helps create the moments that feel effortless to guests because everything behind the scenes was done exceptionally well.
The Team Lead will be responsible for providing first-line supervision of Investigators to mitigate risks at Wealthsimple, focusing on the Cash & Banking team.
Responsibilities
Lead weekend Cash & Banking fraud team, owning investigation quality, SLAs, and recovery outcomes
Oversee investigations into outgoing money movement fraud (wires, Interac e-Transfers, cross-border payments, bank drafts)
Oversee investigations into deposit fraud (mobile deposit fraud, altered/counterfeit cheques, EFT, direct deposit)
Review and action Ops Sign Off requests for holds, releases, restrictions, and escalations
Act as the weekend escalation point for urgent fraud events and large-value transactions
Requirements
Bachelor's Degree or equivalent work experience
Nice to have: SQL
Nice to have: Real-time payments experience
Nice to have: Fraud recovery with financial institutions
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