Associate Manager, Customer Experience and Insights

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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 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:

The Associate 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 teams mandate is to function 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 4 days a week starting early 2026.

Overall Accountability:

As the Associate Manager Customer Experience & Insights you will be supporting the Enterprise CX Relationship study with program design & delivery results analysis and action planning with key business partners across addition you will have opportunities to support/ 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 TDs overarching Relationship Bank strategy through continuous improvement in the experiences we deliver to our customers and clients.

You will 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 Youll do:

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

• Design & Execute Research: Support 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 report generation and creating compelling presentations for Senior Leadership and our internal business partners.

• 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 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 Youll Bring: Skills & Experience

• Minimum 4 years of experience in CX measurement / Consumer Insights either at a market research agency or within a client-side Customer Experience research measurement or insights team.

• Demonstrated expertise in quantitative marketing research with strong command of research methodologies and statistical concepts; qualitative research experience is a bonus.

• Skilled in platforms like Medallia / Qualtrics with hands-on experience in program builds modifications report generation and program health monitoring to support CX initiatives.

• Proficient in PowerPoint Excel and working knowledge of SPSS .

• Proven track record of synthesizing complex data into compelling stories to influence decision making.

• High level of comfort working on initiatives that are less defined and do not have established processes or parameters. Demonstrated ability to build strategic plans and develop clear roadmaps to deliver against strategies and priorities

• Collaborative team player skilled at working cross-functionally to achieve shared goals influence outcomes and drive impactful action.

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

• Strong stakeholder and vendor management skills complemented by effective communication negotiation and interpersonal skills.

• Creative problem-solver with a curious mindset and a passion for continuous learning

• Resourceful proactive and recognized for identifying new opportunities to enhance customer experience.

• Post-secondary education in Business or Marketing MBA would be an asset.

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):