JOB DESCRIPTION

We are seeking an associate or co-op student to support the execution and scaling of the Root Cause Factory Pilot and the Irritants to Action framework within Business Banking. This role will contribute to improving customer and colleague experience by helping identify, analyze, and action systemic issues driving complaints and operational friction.

JOB REQUIREMENTS

• Currently enrolled in an undergraduate degree in Finance, Organizational Behavior, Management, or related field
• Must be enrolled in an undergraduate degree with the intent of going back to school at the start of your work term
• Strong analytical and organizational skills.
• Comfort with ambiguity and evolving priorities.
• Microsoft office.
• Interest in customer experience, process improvement, or compliance.
• Strong communicator (verbal and written)
• Self-starter, takes initiative and can manage deliverables end-to-end with progress updates and support.

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.

KEY RESPONSIBILITIES:

• Assist in tagging and analyzing L1 and L2 complaint & LEI data to isolate root causes, using frameworks provided and have a regular feedback look to evolve the approach.
• Work in partnership across the enterprise teams and with frontline teams to validate observations and confirm hypothesis and incorporate industry insights.
• Present progress updates and findings to leadership and executives.
• Support the coordination of journey and process owner engagement to validate findings and align on ownership for resolution.
• Maintain and update the BB Irritants Framework inventory, ensuring visibility of in-flight and resolved items.
• Prepare summaries and visualizations for stakeholder updates, including progress against key irritant themes and post-implementation reviews.
• Contribute to the development of a position paper or intake recommendation model for unresolved root causes.

Our Co-op/Intern Programming is offered with select Co-op and Internship roles and is designed to help you better understand the TD business, build on critical career capabilities, and broaden your professional network. This program is designed to complement your on-the job experience and features:

• Leadership talks with key Leaders from across the organization
• Lunch and Learns on topics such as Innovation
• Diversity and Inclusion and Personal Branding and so much mor