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:
This role is part of the Customer Experience & Insights group (CX&I), a central source of customer and consumer insights and analysis across TD Bank Financial Group. The CX&I team acts as a catalyst for relentless customer-focused action and accountability within the bank.
This role will report to the Senior Manager of Enterprise CX Measurement within CX&I. It is a hybrid role based in Toronto, Canada which includes working from the TD office a minimum of 4 days a week, with 1 day working from home.
Overall Accountability:
The successful candidate will lead a critical component of TD's strategic CX measurement and syndicated insights portfolio, with a strong focus on strategic influencing, enterprise partnership, and translating complex customer, market, and competitive insights into business implications that shape customer experience decisions. Working closely with senior stakeholders across the enterprise and external research partners, this individual will act as a trusted advisor, helping business partners connect insight to action and identify opportunities to improve outcomes.
The role will manage a combination of internally led and vendor-supported insights initiatives, including analysis, synthesis, insight generation, executive-level storytelling, project governance, budgeting, research activation, and external vendor management. Syndicated research platforms and programs, ex. Bain NPS Prism, alongside other external research sources and strategic insight initiatives.
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The successful candidate will bring strong quantitative and qualitative insight expertise, exceptional stakeholder management and communication skills, and a demonstrated ability to synthesize diverse information sources into compelling narratives that influence business and customer experience decisions. Familiarity with syndicated research programs, CX measurement, CX insights platforms such as Bain Prism, management consulting, and executive-facing insight development/communication would be considered strong assets.
Key Responsibilities:
- Strategic Influencing & Enterprise Partnership: Build trusted relationships with senior stakeholders and cross-functional partners to align insights to business priorities, influence strategic decision-making, and mobilize customer-focused action across the enterprise.
- Syndicated and External Research Program Leadership: Support and manage syndicated research programs, subscription-based insight products, benchmarking studies, and external research partnerships, by managing study participation, interpretation of results, and activation of insights across the enterprise to maximize value from research investments.
- Strategic Insight Translation: Translate research findings and results from syndicated, internal, and external sources into clear executive-ready insights, implications, opportunities, and recommendations that support customer experience and business strategies that drive business outcomes.
- Enterprise Insight Enablement: Leverage Prism and other insights platforms to organize, curate, discover, and connect relevant research assets, enabling broader access and utilization of insights across the organization to mobilize CX action.
- Executive Storytelling: Develop compelling presentations, narratives, and strategic communications that synthesize complex research findings into concise, actionable stories for senior leaders.
- Insight Socialization: Drive awareness and adoption of syndicated insights by delivering presentations, facilitating discussions, creating thought leadership materials, and proactively identifying opportunities to influence strategic decisions.
- Stakeholder Management: Build and manage relationships with senior stakeholders, business partners, research vendors, and cross-functional teams to align research and insights priorities with evolving business needs and identify opportunities for insight-led action.
Job Requirements
Core Qualifications:
- Education: Undergraduate degree or equivalent professional certification required.
- Experience: 7+ years in customer experience strategy or measurement, business analysis, market research/consumer insights, management consulting or within an internal insights team.
- Familiarity with Bain NPS Prism is an asset but not required.
Technical Skills:
- Business Acumen & Influence: Skilled at linking insights to business outcomes, identifying strategic implications, and influencing decisions through strong partnership with business stakeholders.
- Strategic Synthesis: Understanding of how to assess, interpret and synthesize large sets of data and market research (including behavioral and attitudinal data and insights), silencing data noise and synthesizing meaningful findings in a manner that is relevant to business partners
- CX program experience: Experience supporting or managing Customer Experience (CX) programs, journey measurement programs, customer listening systems, or strategic insight initiatives.
- Executive Presentation experience: Confident interacting and presenting to stakeholders and partners at all levels including Senior executives
- An intermediate understanding of Tableau/SAS/SPSS/R would be an asset
Management Skills:
- Project Management: Ability to lead multiple projects with strong multi-tasking skills while working well under pressure to prioritize effectively and deliver on time.
- Vendor Management: Build strong, collaborative relationships with external research partners while maintaining high standards of quality and accountability.
- Syndicated Research Experience: Experience managing syndicated research programs, subscription-based insight products, benchmarking studies, or external research vendor relationships.
- Relationship Builder: Proven relationship builder with the ability to influence without authority, establish credibility across diverse stakeholder groups, and create momentum for action through enterprise partnerships.
Soft Skills:
- Communication: Exceptional verbal and written communication. Confident presenting to senior stakeholders and driving decisions.
- Executive Storytelling & Reporting: Ability to craft compelling, data-driven narratives and design visually engaging reports. Exceptional storytelling skills with the ability to transform large volumes of information into concise, compelling, executive-ready narratives.
- Independent: Self-starter with a proactive mindset, able to identify opportunities and bring them to life.
- Comfort in white space: Comfortable working in an ambiguous environment where change is constant, work methodologies are challenged frequently, and business requirements evolve
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 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 95,000 TD colleagues bring their skills, talent, and creativi
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