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Pay Details:

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 Manager, Customer Experience and Insights role is part of the Customer Experience & Insights group (CX&I) within Marketing. This group is a central source of customer insights and analysis which supports both Corporate and Business lines across TD Bank Financial Group in both Canada and the U.S. The CX&I team's mandate is to act as enterprise change agents, who unapologetically champion the voice of the customer, to influence and inspire customer-centric decisions. This role will report to the Senior Group Manager Customer Experience Measurement and Benchmarking in Canada and is a full-time role based in Toronto, Canada. This is a hybrid role which includes working from home and working from the TD offices a minimum of 2 days a week.

Overall Accountability:

As the Manager, Customer Experience & Insights, you will have full end-to-end ownership of our Enterprise CX Relationship study, including program design & delivery, results analysis, and action planning with key business partners from across TD. In addition, you will lead other ad-hoc CX measurement and insights initiatives focused on building customer relationships and loyalty. This role is a unique blend of program management, in-depth analysis, and compelling storytelling, all aimed at supporting TD's overarching Relationship Bank strategy through continuous improvement in the experiences we deliver to our customers and clients.

You'll be instrumental in translating complex data into actionable recommendations that directly enhance our customer experience. This is an exciting opportunity to influence at all levels and truly make a difference in how TD serves its customers.

What You'll do:

• Lead CX Programs: Own the end-to-end delivery and management of critical CX programs, ensuring they are on time, on budget, and flawlessly executed.

• Design & Execute Research: Spearhead both internal and external consumer research projects, from defining business objectives and crafting optimal research designs (including sample, weighting, and quota development) to developing questionnaires, discussion guides, and delivering compelling presentations to senior and executive stakeholders.

• Uncover Actionable Insights: Generate powerful, data-driven recommendations by synthesizing insights from various sources, including internal tracking programs, syndicated research, and ad-hoc analysis.

• Build Strategic Partnerships: Cultivate strong cross-functional relationships with internal partners to understand business challenges and proactively identify opportunities to enhance customer experience, providing thought leadership and subject matter expertise.

• Manage Vendor Relationships: Develop and maintain strong working relationships with approved external vendors to effectively manage, enhance, and modify programs.

• Ensure Program Excellence: Oversee respective programs to ensure they are well-managed, meet business needs, comply with internal and external requirements, and align with business priorities.

• Foster Collaboration & Innovation: Actively seek new ways to collaborate with cross-functional teams across the enterprise, integrating data and analytics to surface meaningful and holistic insights.

• Mitigate Research Risks: Understand and effectively manage the methodological and reputational risks associated with various types of research.

What You'll Bring: Skills & Experience

• 8+ years of experience in market research, either at a market research agency or within a client-side Customer Experience research, measurement, or insights team.

• Strong expertise in quantitative marketing research is required; qualitative marketing research experience is a valuable asset.

• Comfort with methodological discussions and statistical concepts related to research.

• Demonstrated leadership and ability to influence cross-functional engagements.

• Experience managing or working with leading Experience Management platforms such as Medallia or Qualtrics.

• Exceptional project management skills with a proven ability to prioritize and manage multiple initiatives simultaneously.

• Excellent partnership and vendor management skills, coupled with strong communication (verbal and written), negotiation, and interpersonal abilities.

• Proven track record of building and growing strong partnerships with internal and external stakeholders.

• Confident in interacting and presenting to all levels of stakeholders, including executives, with the ability to drive business decisions and outcomes.

• Natural propensity for creative problem-solving and critical thinking.

• Strong evidence/data-based storytelling and narrative-building skills, with the ability to synthesize data from diverse sources to bring insights to life.

• Ability to design creative and visual reports and presentations that effectively communicate research findings.

• An openness and passion for seeking out new ways of capturing customer feedback and insights.

• Working knowledge of the banking industry, financial products/customer markets, and competitor trends is an asset.

• Advanced proficiency with PowerPoint and Excel is preferred; working knowledge of SPSS is an asset.

• Resourceful, proactive, and a self-starter with a "can-do" attitude. You're comfortable building networks and identifying new opportunities to advance the CX&I team's objectives.

• A curious mindset that drives you to uncover the "why" behind the data and continuously learn.

• Minimum undergraduate degree or relevant professional certifications, designations, or equivalent

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):