Manager, Customer Experience and Insights

Work Location:

Toronto Ontario Canada

Hours:

37.5

Line of Business:

Marketing

Pay Details:

$96900 - $136800 CAD

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 candidates 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:

This role is part of the Customer Experience & Insights group (CX&I) a central source of customer and consumer insights and analysis across TD Bank Financial Group. The CX&I team acts as a catalyst for relentless customer-focused action and accountability within the bank.

This role will report to the Senior Manager of Enterprise CX Measurement within CX&I. It is a hybrid role based in Toronto Canada which includes working from the TD office a minimum of 4 days a week with 1 day working from home.

Overall Accountability:

The successful candidate will lead a critical component of TDs strategic CX measurement and syndicated insights portfolio with a strong focus on strategic influencing enterprise partnership and translating complex customer market and competitive insights into business implications that shape customer experience decisions. Working closely with senior stakeholders across the enterprise and external research partners this individual will act as a trusted advisor helping business partners connect insight to action and identify opportunities to improve outcomes.

The role will manage a combination of internally led and vendor-supported insights initiatives including analysis synthesis insight generation executive-level storytelling project governance budgeting research activation and external vendor management. Syndicated research platforms and programs ex. Bain NPS Prism alongside other external research sources and strategic insight initiatives.

The successful candidate will bring strong quantitative and qualitative insight expertise exceptional stakeholder management and communication skills and a demonstrated ability to synthesize diverse information sources into compelling narratives that influence business and customer experience decisions. Familiarity with syndicated research programs CX measurement CX insights platforms such as Bain Prism management consulting and executive-facing insight development/communication would be considered strong assets.

Key Responsibilities:

• Strategic Influencing & Enterprise Partnership: Build trusted relationships with senior stakeholders and cross-functional partners to align insights to business priorities influence strategic decision-making and mobilize customer-focused action across the enterprise.

• Syndicated and External Research Program Leadership: Support and manage syndicated research programs subscription-based insight products benchmarking studies and external research partnerships by managing study participation interpretation of results and activation of insights across the enterprise to maximize value from research investments.

• Strategic Insight Translation: Translate research findings and results from syndicated internal and external sources into clear executive-ready insights implications opportunities and recommendations that support customer experience and business strategies that drive business outcomes.

• Enterprise Insight Enablement: Leverage Prism and other insights platforms to organize curate discover and connect relevant research assets enabling broader access and utilization of insights across the organization to mobilize CX action.

• Executive Storytelling: Develop compelling presentations narratives and strategic communications that synthesize complex research findings into concise actionable stories for senior leaders.

• Insight Socialization: Drive awareness and adoption of syndicated insights by delivering presentations facilitating discussions creating thought leadership materials and proactively identifying opportunities to influence strategic decisions.

• Stakeholder Management: Build and manage relationships with senior stakeholders business partners research vendors and cross-functional teams to align research and insights priorities with evolving business needs and identify opportunities for insight-led action.

Job Requirements

Core Qualifications:

• Education: Undergraduate degree or equivalent professional certification required.

• Experience: 7 years in customer experience strategy or measurement business analysis market research/consumer insights management consulting or within an internal insights team.

• Familiarity with Bain NPS Prism is an asset but not required.

Technical Skills:

• Business Acumen & Influence: Skilled at linking insights to business outcomes identifying strategic implications and influencing decisions through strong partnership with business stakeholders.

• Strategic Synthesis: Understanding of how to assess interpret and synthesize large sets of data and market research (including behavioral and attitudinal data and insights) silencing data noise and synthesizing meaningful findings in a manner that is relevant to business partners

• CX program experience: Experience supporting or managing Customer Experience (CX) programs journey measurement programs customer listening systems or strategic insight initiatives.

• Executive Presentation experience: Confident interacting and presenting to stakeholders and partners at all levels including Senior executives

• An intermediate understanding of Tableau/SAS/SPSS/R would be an asset

Management Skills:

• Project Management: Ability to lead multiple projects with strong multi-tasking skills while working well under pressure to prioritize effectively and deliver on time.

• Vendor Management: Build strong collaborative relationships with external research partners while maintaining high standards of quality and accountability.

• Syndicated Research Experience: Experience managing syndicated research programs subscription-based insight products benchmarking studies or external research vendor relationships.

• Relationship Builder: Proven relationship builder with the ability to influence without authority establish credibility across diverse stakeholder groups and create momentum for action through enterprise partnerships.

Soft Skills:

• Communication: Exceptional verbal and written communication. Confident presenting to senior stakeholders and driving decisions.

• Executive Storytelling & Reporting: Ability to craft compelling data-driven narratives and design visually engaging reports. Exceptional storytelling skills with the ability to transform large volumes of information into concise compelling executive-ready narratives.

• Independent: Self-starter with a proactive mindset able to identify opportunities and bring them to life.

• Comfort in white space: Comfortable working in an ambiguous environment where change is constant work methodologies are challenged frequently and business requirements evolve

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we strive to make every interaction product and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to foster deeper relationships ensure disciplined execution and build a simpler faster banking experience. TD is deeply committed to being a leader in client experience that is why we believe that all colleagues no matter where they work are client facing. Together we are reimagining what banking can be for our clients colleagues and communities.

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:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were 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 youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

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

Interview Process
Well 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 youd 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):

Sans Objet

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 96900 - 136800