Kelly Harper is Director Customer Experience Program, BMO Financial Group. She is accountable for develop, implement and manage initiatives that will foster a culture of customer experience. Prior to this role she was Director Customer Employee Brand as part of the IFL Learning Experience Design team within Talent & Learning at BMO Financial Group. Accountable to develop standalone brand customer experience learning programs, embed the Brand & Customer into learning & development, champion and bring to life the employer brand promise and value proposition for 46,000 employees, enterprise wide.
Described as a “Customer Experience evangelist, coach and quarterback”, Kelly has been at the forefront of Customer Experience at BMO since the launch of our vision “to be the Bank that defines great customer experience” in 2008.
Kelly joined BMO in 1997, holds has a Bachelor of Commerce and Masters of Management Studies, from Carleton University in Ottawa, ON.