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TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

The Customer Experience and Insights (CX&I) Team are enterprise change agents who champion the voice of our customers today and tomorrow. Our vision is to help the organization make decisions that are grounded in the voice of the customer to deliver the better bank. Our mandate is to influence and inspire customer-centric decisions to drive action to deliver on our brand & customer promise. Guided by a bold CX vision, framework and guiding principles, this team influences TD-wide customer strategies through the development and day-to-day management of a customer experience measurement strategy, creating a holistic view of the customer and collaborating across TD to elevate the voice of the customer in everything that we do. Members of the Customer Experience and Insights team demonstrate an unwavering dedication to development and success of the customer experience.

The Senior Group Manager, Marketing Customer Experience & Insights – North American Brand and US Product Insights will report to the AVP of Enterprise Consumer and Customer Journey Insights in Canada while working collaboratively with US partners.

This role is a full-time position based in Toronto, Canada. This is a hybrid role which includes working from home and working from the TD offices.

Job Details
What You'll Do
With a passion for understanding the consumer and Brand Strategy you will lead a team of Consumer Insights professionals that delivers Brand, Citizenship, Sponsorship, ESG, Reputation, and US Product Insights.

Specific Accountabilities:

• A current team of six seasoned Consumer Insights professionals who operate as independent account managers currently supporting the consumer insights needs for the following portfolios:

  • In Canada and US: Brand, Citizenship, Sponsorship, ESG, Reputation, and Regional Marketing insights

  • In US only: Consumer Deposits, Products and Payments; Credit Card and Unsecured Lending, Business Banking, Commercial Banking, and Wealth insights

• Provide ongoing thought leadership on the measurement and valuation of Brand including advising key businesses and partners on appropriate analytical approaches and techniques in a fast-paced environment.

• Evolve the framework and methodologies for advertising creative development, testing and measurement, and ensure a consistent approach across all businesses.

• Enabling the team through project-level prioritization, escalation, and conflict resolution. This includes identifying and resolving barriers that affect the Consumer Insights practice at TD.

• Identifying development opportunities and coaching the individual members of the team to support their continued development and career growth as modern consumer insights professionals.

• Innovating the Consumer Insights practice at TD. This includes testing new Consumer Insights methodologies and identifying opportunities to optimize existing processes.

• Oversight and direct management of strategic consumer insights projects. This can include participating at the Working Team level on these projects.

• Developing and maintaining strong relationships with stakeholders at the Senior Manager, AVP, and VP levels. Working collaboratively and effectively with stakeholders throughout the organization including Marketing, Product, and Governance & Control.

• Advocating for and building awareness of the Consumer Insights practice at TD. Communicating the value and impact of insights across the organization and synthesizing and democratizing the learnings from across projects. This could include speaking at selected conferences, forums and events that are aligned to the overall strategy for CX&I at TD

Job Requirements
What You Need to Succeed

• Minimum 12 years of deep experience with marketing research / consumer research, customer experience research, or user design research.

• Minimum 5 years of leading people; minimum 2 years of leading teams of 5 individuals or more. Experience successfully leading remote teams is an asset.

• Deep technical skills in quantitative and qualitative research. Strong understanding of Brand measurement and Brand strategy required. Strong understanding of the US Banking industry and the financial needs of customers within the TD US footprint preferred.

• Demonstrated ability to connect consumer insights to business outcomes using research insights and internal data sources.

• Deep passion for leading teams and demonstrated ability to coach team members effectively with differing levels of experience and career objectives.

• Excellent written and verbal communication skills.

• Strong negotiation, persuasion and influencing skills. Demonstrated ability with convincing and persuading non-insights colleagues about the importance about doing research and explaining insights concepts to these audiences.

• Significant experience with interacting and presenting to stakeholders and partners at all levels including Executives.

• Propensity for creative problem solving and critical thinking. Resourceful, fast-moving, and nimble with a "can do" personality. Demonstrated ability to work independently, successfully navigate ambiguity, and create clarity from uncertainty.

• Demonstrated ability to look at situations strategically whether that is providing advice to a team member looking across their body of work, looking across portfolios to identify patterns affecting multiple lines of businesses, or communicating insights to Executives.

• Strong self-starter who takes initiative and is able to identify new opportunities and have the drive and ability to bring them to life.

• Strong aggregation and synthesis skills with an ability to take complex concepts and data and build a compelling story and narrative that is data driven and grounded evidence.

• Ability to design creative and visual reports and presentations to effectively communicate results and findings from insights projects/initiatives.

• A curious mindset that is persistently interested in uncovering the "why" behind the data that is collected and to continuously learn about the various subject matters.

• An openness and passion to seek out new ways of capturing customer feedback and insights.

• Deep understanding of financial services preferred. Demonstrated ability to successfully navigate large, complex organizations like TD required.

• Advanced experience with PowerPoint, Excel required. Working knowledge of SPSS an asset (but not required).

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!

Language Requirement (Quebec only):