VP, Client Experience, Advanced Insights and Value

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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 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:

Vice President Client Experience (CX) Advanced Insights & Value

Department Overview:
TD has a bold ambition to become the undisputed leader in Client Experience. The Client Experience team serves as the enterprise steward of client experience across TD accountable for shaping measuring and improving end-to-end client experiences partnering with businesses channels products and journeys. Reporting to the SVP Client Experience the team provides an integrated enterprise view of client experience performance benchmarks client needs and associated business impact bringing together client feedback complaints advanced client experience analytics research and market benchmarks to identify opportunities for improvement. The team establishes and governs enterprise client experience standards drives consistency across all client touchpoints and partners with business and functional leaders to resolve top client pain points elevate critical moments that matter and strengthen client relationships. Through thought leadership influence measurement and adoption of client standards across the bank the team champions a client-centric culture fosters accountability and helps ensure TD delivers simple personalized and differentiated experiences that create value for clients.

Job Summary

The Vice President Client Experience (CX) Advanced Insights & Value will be accountable to build manage and operationalize an AI and Agent enabled Client insights factory to connect client feedback operational signals and financial outcomes to prioritize the right actions to improve Client Experience. Client Insights Factory will integrate client feedback operational and behavioral indicators Open Banking information and financial data using advanced analytics and AI to identify drivers of client advocacy predict client friction link client experience to financial outcomes and prioritize action.

The role is accountable for building the vision executing on building an industry leading client intelligence function to inform all client level decisions as the single source of truth for TD clients.

Accountabilities

• Integrate Voice of Customer (VOC) signals including surveys complaints escalations social and frontline feedback.
• Conduct analytics to understand client experience drivers segmentation root causes and financial impact.
• Develop predictive insights related to attrition complaints service failure and promoter growth.
• Build and maintain the enterprise VOC platform issue taxonomy and root-cause hierarchy.
• Real time monitoring of key client experiences and irritants through AI / Agentic solutions
• Enable Natural Language Processing capabilities to mine Client experience data to democratize advanced client insights at TD.
• Build CX economics linking key experiences to revenue attrition cost-to-serve and lifetime value.
• Lead value realization activities including ROI tracking prioritization and challenge of assumptions.
• Monitor key irritants and must-win client moments through dynamic dashboards
• Establish data-driven linkage between CX priorities and impact on the Banks strategic pillars.

Portfolio Scope

The role is accountable for:

• VOC Operational and Financial information for a single source of client truth
• Customer analytics and predictive modelling
• CX economics and experience to financial linkage
• Value realization office and prioritization
• Command centre monitoring and irritant tracking

Key Interactions

• CX Measurement & Research
• Data / AI / Analytics teams
• Technology partners
• Finance
• Lines of Business / Channels
• Complaint and frontline feedback sources

Success Measures

Success in this role is demonstrated through:

• An integrated view of client issues and drivers.
• Predictive capability to identify issues early.
• Clear linkage between CX and financial outcomes.
• Data-driven prioritization of CX investments.
• AI and Agentic enablement

Educational Requirement

• Undergraduate degree required in a relevant discipline.
• MBA considered an asset

TD Story

Founded in 1855 TD has grown from a single branch serving grain millers and merchants into one of the largest and most respected financial institutions in North America. As we continue to develop a more global integrated approach to our businesses it is important that every employee regardless of location is aware of TDs history and impressive growth story. Over 150 years of service. Read more about TDs rich history.

Our Strategy

Theres never been a more exciting time for TD. We are a strong competitive bank with clear advantages and were leveraging our unique strengths to enhance the client experience drive performance and create long-term shareholder value.

With exceptional talent across our organization and millions of loyal clients who depend on us for their financial success we are poised to accelerate growth and deliver peer-leading performance.

Our strategy is detailed across three pillars:

Were driving Deeper Relationships with our clients to help them meet all of their financial needs and accelerate growth across all our businesses.

Were building a Simpler & Faster Bank stripping out complexity and harnessing the power of AI and digital capabilities to outpace the market and meet our clients evolving needs.

Were bringing Disciplined Execution sharpening our focus driving outcomes and holding ourselves and each other accountable to deliver.

The TD Way: Our Purpose Promise & Culture

Our Purpose

Reimagine what banking can be for our clients colleagues and communities.

Our purpose defines why we exist. Its our bold ambition to shape the future of banking not just adapt to it. Were building a simpler faster bank for our clients our colleagues and our communities.

Our Promise

Remarkably human. Refreshingly simple.

Our promise is how we deliver on our purpose. Its what people feel when they interact with TD: how we show up deliver value and bring our brand to life through every experience.

Being Remarkably Human means maintaining a personal connection and deepening trust in everything we do. Its how we design experiences that feel genuinely helpful compassionate and meaningful.

Being Refreshingly Simple means taking the complexity out of banking speeding up decisions simplifying processes and creating clarity for our clients and colleagues alike.

Our Culture

TDs culture is a reflection of our shared beliefs attitudes and behaviours. When aligned with strategy its a game-changing accelerator. To advance our strategic progress were focused on strengthening aspects of our culture who we are and how we lead that will help us succeed.

Together we call this The TD Way. Its how we activate the strengths and capabilities of our colleagues and leaders to realize the opportunities ahead ensuring that our culture strategy and brand are deeply connected and brought to life in every experience we create.

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):