Senior Manager - Experience Design
Toronto, ON, CAN
3d ago

Job Family Group : Customer Solutions

Customer Solutions

Brings design expertise and discipline to understanding users’ needs, creating new solutions and solving problems focused on how customers and employees engage with our products.

Works on a variety of stakeholders and initiatives to support user experience improvements across multiple technologies and properties such as web, mobile, tablet applications.

Ensures consistent application of BMO’s design system standards.

  • Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
  • Ensures alignment between values and behaviour that fosters diversity and inclusion.
  • Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
  • Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
  • Attracts, retains, and enables the career development of top talent.
  • Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
  • Provides strategic input into business decisions as a trusted advisor.
  • Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business / group.
  • Acts as a subject matter expert on relevant regulations and policies.
  • May network with industry contacts to gain competitive insights and best practices.
  • Influences and negotiates to achieve business objectives.
  • Identifies emerging issues and trends to inform decision-making.
  • Provides advice and guidance to assigned business / group on BMO design rationale, user experience perspective, and user-centered design practices.
  • Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
  • Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
  • Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
  • Assists in the development of strategic plans.
  • Provides input into the planning & implementation of new digital platform enhancements including scoping of new projects and proposed design deliverables.
  • Acts as the prime subject matter expert for internal / external stakeholders.
  • Ensures alignment between stakeholders.
  • Builds effective relationships with internal / external stakeholders.
  • Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
  • Designs and produces regular and ad-hoc reports, and dashboards.
  • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
  • Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
  • Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
  • Leads the design, implementation and management of core business / group processes.
  • Manages the development and adoption of best practices.
  • Leads the design and delivery of assigned experience design deliverables and creative assets e.g. HCD Discovery, UX Design, Visual Design, UI Development.
  • Manages updates to digital standards guides, directory structures, digital assets, etc. in support of the BMO user experience design system.
  • Delivers detailed design artifacts (e.g. visual designs, mock-ups, prototypes).
  • Stays informed of changes and trends in the creative and design community to enhance skillset over time and brings new ideas / perspectives to BMO.
  • Develops knowledge related to design and / or area of design specialty e.g. User Experience Design (UX Design), User Interface Design (UI Design), Visual Design, User Design Research and Design Operations.
  • Prototypes ideas to share concepts and learn from users.
  • Supports the development and application of the established BMO design and measurement framework to set design direction and create design consistency.
  • Supports user experience research activities e.g. usability testing, persona development, journey mapping, surveys, etc.
  • Develops an understanding of the digital solution design interactions and user flows for the user experience in order to design solutions options.
  • Presents design concepts at stakeholder review meetings and engages in a friendly critique session in order to come up with a great design.
  • Collaborates with internal & external stakeholders to support planning, implementation and sustainment of the design operations.
  • e.g. other design partners, researchers, digital product owners, technology partners.

  • Analyzes data and information to provide design insights and recommendations e.g. industry best practices, client feedback, new vendor offerings, competitor practices, website, process and business metrics.
  • Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
  • Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
  • Plans, conceptualizes, designs & executes key design elements and design solutions as required to meet overall project timelines to execute business strategy e.
  • g. communications content, visual designs, mock-ups, prototypes, screens, workflow, wireframes, campaigns, etc.

  • Implements existing design patterns, style guides, and accessibility guidelines, while contributing to their continuous improvement.
  • Operates at a group / enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
  • Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
  • Implements changes in response to shifting trends.
  • Broader work or accountabilities may be assigned as needed.
  • Qualifications :

  • Typically 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • Degree in Computer Science, Interaction Design, Graphic Design preferred.
  • Knowledge of web and mobile app design, platforms and technologies.
  • Expertise in visual design.
  • Knowledge of User Experience / User Interface principles and best practices, user research techniques.
  • In-depth experience working within cross-functional teams, and using lean / agile design practices.
  • Knowledge and experience implementing design methodology into program settings and cross-functional teams.
  • Familiar with capabilities of front end technologies (HTML, CSS, Java Script).
  • Seasoned professional with a combination of education, experience and industry knowledge.
  • Verbal & written communication skills - In-depth / Expert.
  • Analytical and problem solving skills - In-depth / Expert.
  • Influence skills - In-depth / Expert.
  • Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
  • Able to manage ambiguity.
  • Data driven decision making - In-depth / Expert.
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