Director Performance Insights, BMO Insurance

Address:

Designs and delivers intelligent, user-centered digital experiences that remove friction and drive personalized, high-impact advisor and client journeys. Uses a combination of frontline feedback, quantitative data, AI, MarTech, and platform configuration to uncover journey pain points and co-create seamless, scalable experiences. Focuses on enabling performance reporting, automation, and personalized interactions to support measurable growth, operational efficiency, and differentiated engagement.

Key Accountabilities

• Uncover Friction Using Data + Frontline Insights:

- Combine qualitative feedback from frontline advisors and service teams with behavioral and journey analytics to identify friction points, inefficiencies, and moments of drop-off in the advisor and client experience.

• Design for Outcomes:

- Align UX strategies to deliver measurable business impact - including increased digital adoption, conversion, share of wallet, and cost efficiency.

- Apply A/B testing, predictive insights, and automation to continuously validate design impact.

• Embed AI & Personalization into Experiences:

- Partner with data science, MarTech, and CRM teams to deliver real-time, personalized experiences across key journeys - from onboarding to servicing - tailored to user needs and behavioral signals.

• Optimize Journeys Through Platform Configuration:

- Collaborate with product and technology teams to configure platform experiences that are scalable, flexible, and modular - enabling rapid optimization without heavy development lift.

• Leverage MarTech for Dynamic Experience Delivery:

- Use customer journey orchestration tools and content management platforms to create adaptive digital experiences that respond to user behavior and preferences.

• Prototype, Test & Iterate at Speed:

- Rapidly build and test prototypes - from low-fidelity wireframes to high-fidelity mockups - to visualize and refine ideas with end users and stakeholders in real time.

• Enable Intelligent Reporting Interfaces:

- Design advisor- and client-facing dashboards and interfaces that turn complex data into clear, actionable insights - empowering more informed decisions and self-service experiences.

• Co-Create with Cross-Functional Teams:

- Work closely with product, engineering, data, marketing, and frontline operations to co-create solutions that meet both user needs and business goals.

• Champion Human-Centered, Scalable Design:

- Lead with empathy and accessibility, ensuring experiences are inclusive, intuitive, and built to evolve with user expectations and organizational priorities.

Qualifications

• Education & Experience:

- Bachelor’s or Master’s degree in Business, Design, Data Science, Human-Centered Design, Computer Science, or related field.

- 8-12+ years of experience in digital experience strategy, UX, data analytics, or digital product management, preferably in financial services or a regulated industry.

• Technical & Analytical Expertise:

- Strong proficiency in data analytics, A/B testing, and interpreting behavioral insights to inform design decisions.

- Deep understanding of platform configuration and MarTech tools (e.g., CDPs, journey orchestration, CRM, analytics platforms).

- Experience with prototyping tools (e.g., Figma, Adobe XD) and reporting/dashboarding tools (e.g., Tableau, Power BI).

• Strategic & Operational Capability:

- Proven ability to align digital experiences with measurable business outcomes (e.g., adoption, conversion, retention, cost efficiency).

- Demonstrated success in leading cross-functional teams to co-create and deliver scalable, human-centered solutions.

• Leadership & Collaboration:

- Track record of working across product, technology, design, data, and marketing teams to drive execution and innovation.

- Strong communication and stakeholder management skills, especially when translating complex data into actionable insights.

• User-Centered Design Focus:

- Deep commitment to inclusive design and accessibility, with the ability to evolve experiences based on user feedback and frontline insights.

- Passion for removing friction from client and advisor journeys through data-informed design and intelligent interface development.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

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 https://jobs.bmo.com/ca/en.

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.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.