Kelly Harper

Kelly Harper is Director Customer Experience Learning for BMO Financial Group — a newly created role within the BMO Institute for Learning. Kelly is accountable for embedding customer experience (CE) into enterprise learning and development and fostering a culture of customer experience innovation.

Prior to her current role, she was Director Brand & Customer Experience — an enterprise role accountable, from a CE perspective, for driving and implementing the strategy to build a unique customer experience and champion this across the organization; from a brand perspective, she was accountable for developing and managing the ongoing implementation of a clear and articulated best-in-class brand strategy.

Kelly has been at the forefront of customer experience at BMO since the launch of its vision “to be the bank that defines great customer experience” in 2008. She describes herself as the resident “customer experience evangelist, coach, and quarterback” — working with the lines of business 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 joined BMO Financial group in October 1997 and has held various roles within marketing. She spent the first 11 years at BMO as part of the wealth management marketing team, before joining corporate marketing in 2008 to lead the relaunch of the BMO brand.

Kelly holds a Bachelor of Commerce and Master of Management Studies, both from Carleton University in Ottawa, Ontario.