Customer Experience Manager- Strategy & Insights

Work Location:

Hours:

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.

Line of Business:

Job Description:

The Customer Experience Manager is tasked with understanding the entire customer journey and serving as the voice of the customer. This includes identifying analyzing and finding solutions for major issues that frustrate customers as well as developing strategies to improve every aspect of the customer experience across all consumer channels. The role requires a deep knowledge of customer needs preferences and challengeswhether customers interact online in stores through contact centers or in service situationsand uses these insights to enhance their journeys. Working closely with cross-functional teams within the US Consumer Bank the position encourages a unified customer-focused mindset and supports ongoing efforts to boost customer satisfaction.

Depth & Scope:

• Manages multiple marketing projects/programs/initiatives of moderate scope and complexity
• Highly seasoned marketing insights professional role requiring substantial knowledge/expertise in a complex field and knowledge of broader related areas
• Integrates knowledge of the enterprise sub-functions or business lines overarching strategy in developing solutions across multiple functions or operations
• Interprets internal/external business challenges and the industry environment recommends course of action and best practices to improve products processes or services
• Acts as a technical subject matter expert/lead integrating cross-function understanding within their own field of specialty
• Independently manages end-to-end functional programs
• Solves or may lead others to solve complex problems; leads efforts or partners with others to develop new solutions
• Uses sophisticated analytical and insights thought leadership to exercise judgement and identify solutions
• Impacts the achievement of sub-function or business line objectives within the area they are accountable for
• Work is guided by policies and industry standards/methods
• Communicates difficult concepts; converts information to compelling business context and advice; influences and gains alignment across increasingly senior stakeholders
• Works autonomously as the lead and guides others within area of expertise
• Develops internal and external customer brand and experience research insights and analyses which helps shape corporate and business level strategies and decisions through primary and secondary research synthesis of insights analysis and innovation.
• Works closely with internal business marketing and external partners to understand key business issues and proactively provides thought leadership insight guidance and subject matter expertise
• Responsible for all stages of the insight process working with internal partners to scope out business objectives translating objectives into research plans configuring the optimal research design developing questionnaires/discussion guides and building compelling presentations for senior/executive level internal clients
• Drives innovation throughout the insights process by proactively seeking out and trying new innovative research techniques. Seeks out efficiencies by aggregating and synthesizing existing information sources to surface new insights that address business and marketing needs
• Develops and maintains strong working relationships with analytics and insights areas and approved external vendors and leverages their expertise and experience to deliver high quality insights to the business
• Responsible for overall project management including timelines budgets providing cross-functional stakeholder updates and getting alignment at key decision points

Education & Experience:

• Minimum of 7 years professional experience in any of the following areas: consumer insights marketing research data analytics brand management brand measurement product development management consulting business analysis
• Undergraduate degree or relevant professional certifications designations or equivalent required. A Masters Degree in Marketing Research or related field is a plus.
• Strong technical skills in market research
• Experience with a range of brand health and equity measurement advertising/creative research product development research segmentation research etc.
• Strong business acumen and business consulting skill set. Business minded individual who understands how data and insights can be leveraged for business impact
• Proven ability to think and operate at a strategic level however comfortable with details and guiding the execution of data analysis and market research
• 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
• Strong self-starter who takes initiative and is able to identify new opportunities and have the drive and ability to bring them to life
• Strong aggregation and synthesis skills with an ability to take complex concepts and data and build a compelling story and narrative that is data driven and grounded evidence
• Demonstrated leadership and ability to lead and influence cross-functional projects
• Strong project management skills. Ability to lead and manage multiple projects and initiatives at once. Strong multi-tasking skills and working well under pressure
• Confident interacting and presenting to stakeholders and partners at all levels including Senior and Executives and drive toward business decisions and outcomes
• Ability to design creative and visual reports and presentations to effectively communicate results and findings from data and insights projects/initiatives
• Actively involved and well-connected in the consumer insights industry
• Experience with and understanding of brand concepts an asset
• Product/Service management and innovation experience an asset
• Financial services experience an asset
• Openness to new and innovative methodologies an asset

Customer Accountabilities:

• Designs develops and executes marketing solutions to address marketing/business needs/plans/strategies to support a positive customer experience and the brand ensuring alignment with internal marketing standards/goals
• Reviews understands and ensures marketing solutions/initiatives are strategically sound and consistent with TDs customer experience and brand image
• Manages assigned projects from scoping/briefing to launch/fulfillment following established processes privacy processes and visual/brand standards
• Participates in project scoping and preplanning sessions proactively providing partners with advice and expertise on recommended tactics and marketing solutions
• Works with marketing partners and business units to develop appropriate customer insights for marketing briefs
• Develops creative briefs that consistently adhere to product positioning where applicable and leverage internal/external marketing creative experts on the development of creative
• Conducts internal/external Agency/Supplier briefing sessions and creative presentations to internal clients
• Provides ongoing communication to ensure appropriate stakeholders are notified of progress or changes in program content budget direction timeline or status and escalate as appropriate
• Proactively acknowledges errors; notifies management promptly where appropriate and works with team to resolve
• Captures and shares lessons learned from projects/campaigns/initiatives to be incorporated in future
• Delivers strong marketing communications on strategy on time on budget and error free
• Develops and maintains an understanding of TD businesses products policies and processes to deliver and ensure effective marketing solutions
• Delivers actionable recommendations based on insights generated through integration of multiple sources (e.g. internal customer experience tracking programs syndicated research ad hoc analysis competitive monitoring external centers of excellence)
• Assesses the effectiveness of programs processes and documentation; evaluates the impact of marketing solutions on the achievement of business results
• Delivers and manages programs (e.g. customer experience) and/or project plans by assigning and tracking workgroup project ensuring established processes are followed and delivering all projects on strategy on time on budget and error free
• Manages the appropriate use of resources (i.e. people budget processes) within area of responsibility
• Develops and manages good working relationships and maintains open dialogue with key internal and external business partners to ensure adequate execution of project deliverables
• Actively works to resolve escalated issues and manages changes within the project/program/initiative
• Evaluates the effectiveness of corporate marketing processes/services and recommends/champions possible enhancements
• Provides input and works with Marketing Planning to assist in the management of the Marketing calendar
• Recognized within TD as an expert within own field of expertise
• Provides advice and guidance to employees and business partners on customer experience maintaining the brand image standards application and execution within area of expertise
• Continuously enhances knowledge and keeps current with leading-edge and emerging strategies capabilities and/or trends in own field of expertise and competitive landscape and drives innovation throughout the customer experience and insights process
• Understands marketing disciplines and how they link together to deliver integrated solutions and enhanced customer experiences
• Remains current with key business initiatives/issues and developments within TD
• Participates in the annual planning cycle

Shareholder Accountabilities:

• Manages project budgets within forecasted spend
• Arranges for timely billings maintains progress billing standard and promptly communicates variances
• Confirms quarterly forecast amounts (invoices and estimates) for quarterly budget lockdown
• Identifies ways to increase production efficiencies in order to maximize marketing dollars spent on all marketing programs
• Prioritizes and manages own workload to meet service level requirements for service and productivity
• Adheres to enterprise frameworks or methodologies that relate to activities for respective business area(s)
• Ensures respective programs/policies/practices are well managed meets business needs complies with internal and external requirements and aligns with business priorities
• Consistently exercises discretion in managing correspondence information and all matters of confidentiality; escalates issues where appropriate
• Protects the interests of the organization identifies and manages risks and ensures the prompt and thorough resolution of escalated non-standard high risk issues
• Conducts internal and external research projects; supports the development/delivery of presentations/communications to management or broader audience
• Conducts meaningful analysis at the functional or enterprise level using results to draw conclusions makes recommendations assesses the effectiveness of programs/policies/practices
• Monitors service productivity and assesses efficiency levels within own function and implements continuous process/performance improvements where opportunities exist
• Applies subject matter expertise in the discipline provides guidance assistance and direction to others
• Actively manages relationships within and across various business lines corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements
• Keeps abreast of emerging issues trends and evolving regulatory requirements and assesses potential impacts.
• Maintains a culture of risk management and control supported by effective processes in alignment with risk appetite

Employee/Team Accountabilities:

• Participates fully as a member of the team supports a positive work environment that promotes service to the business quality innovation and teamwork and ensures timely communication of issues/points of interest
• Provides thought leadership and/or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unit
• Keeps current on emerging trends/developments and grows knowledge of the business related tools and techniques
• Participates in personal performance management and development activities including cross training within own team
• Keeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities
• Contributes to team development of skills and capabilities through mentorship of others by sharing knowledge and experiences and leveraging best practices
• Leads motivates and develops relationships with internal and external business partners/stakeholders to develop productive working relationships
• Contributes to a fair positive and equitable environment that supports a diverse workforce
• Acts as a brand ambassador for your business area/function and the bank both internally and/or externally

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel Occasional
• International Travel Never
• Performing sedentary work Continuous
• Performing multiple tasks Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds Occasional
• Sitting Continuous
• Standing Occasional
• Walking Occasional
• Moving safely in confined spaces Occasional
• Lifting/Carrying (under 25 lbs.) Occasional
• Lifting/Carrying (over 25 lbs.) Never
• Squatting Occasional
• Bending Occasional
• Kneeling Never
• Crawling Never
• Climbing Never
• Reaching overhead Never
• Reaching forward Occasional
• Pushing Never
• Pulling Never
• Twisting Never
• Concentrating for long periods of time Continuous
• Applying common sense to deal with problems involving standardized situations Continuous
• Reading writing and comprehending instructions Continuous
• Adding subtracting multiplying and dividing Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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 base salary and variable compensation/incentive awards (e.g. eligibility for cash and/or equity incentive awards generally through participation in an incentive plan) and several other key plans such as health and well-being benefits savings and retirement programs paid time off (including Vacation PTO Flex PTO and Holiday PTO) banking benefits and discounts career development and reward and recognition. 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.

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

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability status as a protected veteran or any other characteristic protected under applicable federal state or local law.

If you are an applicant with a disability and need accommodations to complete the application process please email TD Bank US Workplace Accommodations Program at . Include your full name best way to reach you and the accommodation needed to assist you with the applicant process.