Kelly Harper is Director Customer Experience Learning for BMO Financial Group – accountable to develop and implement the Customer Experience Learning strategy for BMO Financial Group. The strategy includes creating customer experience learning curriculum, embed, foster and sustain a Customer Experience mindset and foster a culture of customer experience innovation.
Kelly joined BMO Financial Group in 1997. Prior to her current role she held various roles within Wealth Management Marketing and was Director Brand & Customer Experience accountable for the re-launch of the BMO brand in 2008.
Kelly has been at the forefront of Customer Experience at BMO since the launch of their vision “to be the Bank that defines great customer experience” in 2008. She is often described as the resident “Customer Experience evangelist, coach and quarterback” – working with line of businesses and Corporate Groups to help strengthen their connection to the customer and reengineer experiences that are valued by the customer and valuable to the organization.
Kelly has Maters in Management Studies and Bachelor of Commerce, both from Carleton University in Ottawa, Ontario.
- Company:BMO Financial Group
- Job Title:Director Customer Experience Learning