Manager, Digital Performance & Customer Success

Work Location:

Hours:

Line of Business:

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 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:

Department Overview:

The Digital Performance and Customer Success team aims to foster excellence in digital sales servicing and engagement by taking a data-driven approach to continuously optimizing our digital customer experiences.

The successful candidate will work as part of a cross-functional team in driving sales servicing and engagement performance within CPB. They will partner closely with members of CC&PL / ES&I AI2 Marketing and Digital Transformation teams to develop and implement strategies to drive performance for both existing and new-to-bank customers to deliver upon CPBs digital OKRs and KPIs. The successful candidate will have a performance-focused mindset experience in owning and delivering upon commercial OKRs and a bias towards action while leading and collaborating with cross-functional teams.

Accountabilities:

The successful candidate will be focused on driving digital sales and conversion goals as the team strives to meet their performance-focused OKRs and position as a digital leader within the financial services industry.

Accountabilities of this role include but are not limited to the following:

• Owning digital metrics related to sales servicing and engagement performance. Will include supporting planning and forecasting discussions and integrating into sales and performance-related forums to establish and own appropriate goaling tracking and sharing of relevant OKRs and KPIs

• Identifying strategic insights as well as opportunities for improvement (optimizations A/B tests multivariate tests etc.) from customer data including external benchmarks competitive analysis sales and experience funnel reporting and analysis complaints and LEI verbatims.

• Supporting the development and execution of a digital performance strategy for sales servicing and engagement with a keen focus on the customer and delivering exceptional human-centered experiences.

• Driving digital acquisition via N2B customers as well as deepening efforts amongst existing customers

  • Partnering with Journey/Product teams Marketing and relevant Digital Transformation Teams (i.e. Public Site EasyApply Mobile Protect etc.) to identify prioritize and execute digital performance-driving initiatives across sales servicing and engagement. This will include:

    • Increasing high-quality digital traffic and leads via Search Engine Optimization (SEO) Search Engine Marketing (SEM) display advertising and targeted Marketing initiatives

    • Improving on-page and tool/calculator performance on key CPB pages on via content and design improvements

    • Driving enhancements and optimization to maximize in-funnel conversion and the performance of existing sales/servicing/engagement assets and capabilities

    • Identifying and executing against opportunities to support post-sale account quality (i.e. improving frozen-to-active rate funding rate etc.)

• Supporting the development of medium and long-term digital roadmaps by sharing key insights and opportunities for new capability builds that will support TDs long-term digital aspirations and position TD as a digital leader

• Understanding and consulting on the impact of net new capabilities to digital performance in order to ensure continuous growth and improvement once launched

Specific Educational Requirements:

• Undergraduate degree and/or product certificate required

• Graduate degree considered an asset

• 7 preferred years of relevant experience

• Scaled Agile Framework (SAFe) certifications and/or experience operating in scaled agile environment considered an asset

Other Qualifications/Skills/Experience:

• Previous experience in owning developing and executing with excellence on strategies and roadmaps that deliver superior and sustained commercial outcomes

• Strong commercial acumen and analytical skills as well as an understanding of how to deliver results that balance commercial success and customer experience

• Proven ability in leading high-performing cross-functional teams and to work effectively with stakeholders across the organization

• Ability to influence and align others at multiple levels while challenging status quo

• Experience in taking a data/OKR-driven approach to prioritizing initiatives across multiple priorities and stakeholders to drive business and customer value

• Strength in optimization and testing with proven experience in building innovative end-to-end digital customer experiences an asset

• Understanding of global best-in-class digital experience both within and outside of the banking industry

• Bias towards identifying and actioning opportunities for continuous growth

• Ability to create clarity and lead through change and ambiguity

• Experience working within an agile working model

• Effective verbal and written communication skills

• Previous digital experience is an asset

#LICommercial

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 deliver legendary customer experiences to 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 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 youve 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 were 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:
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. 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 were committed to helping you identify opportunities that support your goals.

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):