Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Marketing

Pay Details:
$145,000 - $200,000 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 candidate's 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:

Reporting to the VP, North American Customer Experience and Insights, the AVP, CX Measurement & Value, will lead our Enterprise Voice of Customer strategy & program portfolio covering transactional measurement, relationship measurement and competitive performance via syndicated studies such as JD Power and Ipsos. Key responsibilities will include:

• Program Management & Oversight - ensure the continued quality and credibility of existing programs to provide clear and actionable insights to business partners that allows them to drive continuous improvement in the experiences we deliver across channels, products & segments
• Connectivity & Integration - looking across our CX measurement suite to connect output and insights from each that inform the identification and mobilization of consolidated opportunities for improvement in the overall experiences we deliver to our customers.
• Advanced Analytics - set the strategy and roadmap for how we will leverage advanced analytics and AI to gain a 360-degree view of our customers' experience inclusive of their reported and actual experience. Partner with AI2 and our vendor partners to embed advanced and predictive analytics into our 'run the business' processes to drive greater clarity and focus on top opportunities and quantify the business value of delivering them.
• Program Transformation - With an eye towards the future and an outside-in perspective on how best in class companies measure their customer experience, set and execute the roadmap and change agenda customer experience measurement evolution at TD.
• Organizational Buy-In & Alignment - Lead the organization on our change journey as we think about how customer experience measurement will enable our Relationship Bank aspiration over the next 3-5 years, while being considerate of how it also

Skills, Education & Experience

• 15+ years of experience in enterprise or line of business customer-focused roles within large, complex and/or multi-channel environments
• Experience building and managing measurement programs to evaluate CX performance and continuously identify opportunities to drive improvement
• Demonstrated experience and success leading and inspiring people and teams
• Experience building relationships and partnering effectively with a broad range of internal and external constituents
• Influencing decision making across diverse business teams
• Process or project management with the ability to establish governance, manage multiple tasks and project plans, and deliver initiatives on time and on budget.
• Strong communicator who is able to simplify the complex, both written and verbally, at all levels to drive clarity and clear-eyed decision making.
• Strong business acumen with an ability to create solutions that exceed our customer expectations, while driving strong business outcomes.
• Exceptional collaborator and change agent
• Pragmatic driver of Outcomes
• Respectful challenger of status quo
• Experienced operator with strong execution skills
• Executing in all aspects with a sense of urgency
• Deep Data expertise, and experience at translating data and insights into clearly defined opportunities and presenting to Senior Leaders and delivery teams in a manner that compels action.

Who We Are:

TD is one of the world's 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 95,000 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 you've 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, we're 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:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're 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 you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll 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 we're committed to helping you identify opportunities that support your goals.

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

Interview Process
We'll 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 you'd 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