JOB DESCRIPTION:

Manager, CPB CX Strategy & Insights will support creating and enabling Canadian Personal Banking’s (CPB) Customer Experience (CX) strategy and vision. You’ll be instrumental in translating data into actionable recommendations that directly enhance our customer experience. The manager will be responsible for enabling and influencing partners to effectively align to CPB’s CX Strategy and core vision, while also championing CX in broader bank strategies, and ensure our “Customers are at the center of everything we do”.

WHAT YOU’LL BRING: SKILLS & EXPERIENCE

• Strong analytical skills with the ability to understand complex data sets and derive actionable insights are essential.
• Experience in / Awareness of Syndicated studies (such as J.D. Power, Ipsos, other studies) will be a huge asset.
• Comfort with methodological discussions and statistical concepts is required
• Strong evidence/data-based storytelling and narrative-building skills, with the ability to synthesize data from diverse sources to bring insights to life.
• Proven track record in effectively influencing partners and colleagues to work towards a common vision.
• An enthusiastic, positive approach – a self-starter and independent thinker with ability to prioritize and multitask
• Ability to design creative and visual reports and presentations that effectively communicate research findings.
• Advanced proficiency with PowerPoint, Word and Excel is a requirement.

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.

Analyze and uncover actionable insights: Generate powerful, data-driven recommendations / identifying top-opportunities by synthesizing data from various sources such as syndicated research, internal tracking programs and ad-hoc analysis. Lead development of the overall customer experience narrative in collaboration with CPB Journeys, Channels, Operations, Marketing, and other functions/partners. Identify and influence action on core customer irritants and experience improvement opportunities aligned to strategy components. Ensure strategy has delivery mechanisms defined so clear guidance can be provided to partners. Be able to build and execute a “closed-loop process” (i.e., from strategy build to influencing and tracking delivery) Lead customer advocacy across CPB and support the creation of various communication mediums to embed customer centricity into all aspects of the CPB organization and our key processes. Keep current on emerging CX trends, developments and grow knowledge of the businesses across CPB.