Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$91,000 - $136,240 USD

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.

Line of Business:

Marketing

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 challenges—whether customers interact online, in stores, through contact centers, or in service situations—and 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 complexityHighly seasoned marketing insights professional role requiring substantial knowledge/expertise in a complex field and knowledge of broader related areasIntegrates knowledge of the enterprise sub-function’s or business line’s overarching strategy in developing solutions across multiple functions or operationsInterprets internal/external business challenges and the industry environment, recommends course of action and best practices to improve products, processes or servicesActs as a technical subject matter expert/lead integrating cross-function understanding within their own field of specialtyIndependently manages end-to-end functional programsSolves or may lead others to solve complex problems; leads efforts or partners with others to develop new solutionsUses sophisticated analytical and insights thought leadership to exercise judgement and identify solutionsImpacts the achievement of sub-function or business line objectives within the area they are accountable forWork is guided by policies and industry standards/methodsCommunicates difficult concepts; converts information to compelling business context and advice; influences and gains alignment across increasingly senior stakeholdersWorks autonomously as the lead and guides others within area of expertiseDevelops 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 expertiseResponsible 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 clientsDrives 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 needsDevelops 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 businessResponsible 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 analysisUndergraduate degree or relevant professional certifications, designations, or equivalent required.  A Master's Degree in Marketing Research or related field is a plus.Strong technical skills in market researchExperience 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 impactProven ability to think and operate at a strategic level, however comfortable with details and guiding the execution of data analysis and market researchHigh 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 prioritiesStrong self-starter who takes initiative and is able to identify new opportunities and have the drive and ability to bring them to lifeStrong 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 evidenceDemonstrated leadership and ability to lead and influence cross-functional projectsStrong project management skills. Ability to lead and manage multiple projects and initiatives at once. Strong multi-tasking skills and working well under pressureConfident interacting and presenting to stakeholders and partners at all levels including Senior and Executives, and drive toward business decisions and outcomesAbility to design creative and visual reports and presentations to effectively communicate results and findings from data and insights projects/initiativesActively involved and well-connected in the consumer insights industryExperience with and understanding of brand concepts an assetProduct/Service management and innovation experience an assetFinancial services experience an assetOpenness 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/goalsReviews, understands and ensures marketing solutions/initiatives are strategically sound and consistent with TD’s customer experience and brand imageManages assigned projects from scoping/briefing to launch/fulfillment, following established processes, privacy processes and visual/brand standardsParticipates in project scoping and preplanning sessions, proactively providing partners with advice and expertise on recommended tactics and marketing solutionsWorks with marketing partners and business units to develop appropriate customer insights for marketing briefsDevelops creative briefs that consistently adhere to product positioning where applicable and leverage internal/external marketing creative experts on the development of creativeConducts 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 appropriateProactively acknowledges errors; notifies management promptly where appropriate, and works with team to resolveCaptures and shares lessons learned from projects/campaigns/initiatives to be incorporated in futureDelivers strong marketing communications on strategy, on time, on budget and error freeDevelops and maintains an understanding of TD businesses, products, policies and processes to deliver and ensure effective marketing solutionsDelivers 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 resultsDelivers 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 freeManages the appropriate use of resources (i.e., people, budget, processes) within area of responsibilityDevelops and manages good working relationships and maintains open dialogue with key internal and external business partners to ensure adequate execution of project deliverablesActively works to resolve escalated issues and manages changes within the project/program/initiativeEvaluates the effectiveness of corporate marketing processes/services and recommends/champions possible enhancementsProvides input and works with Marketing Planning to assist in the management of the Marketing calendarRecognized within TD as an expert within own field of expertiseProvides advice and guidance to employees and business partners on customer experience, maintaining the brand image, standards, application and execution within area of expertiseContinuously 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 processUnderstands marketing disciplines and how they link together to deliver integrated solutions and enhanced customer experiencesRemains current with key business initiatives/issues and developments within TDParticipates in the annual planning cycle

Shareholder Accountabilities:

Manages project budgets within forecasted spendArranges for timely billings, maintains progress billing standard and promptly communicates variancesConfirms quarterly forecast amounts (invoices and estimates) for quarterly budget lockdownIdentifies ways to increase production efficiencies in order to maximize marketing dollars spent on all marketing programsPrioritizes and manages own workload to meet service level requirements for service and productivityAdheres 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 prioritiesConsistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriateProtects the interests of the organization – identifies and manages risks, and ensures the prompt and thorough resolution of escalated non-standard, high risk issuesConducts internal and external research projects; supports the development/delivery of presentations/communications to management or broader audienceConducts meaningful analysis at the functional or enterprise level using results to draw conclusions, makes recommendations, assesses the effectiveness of programs/policies/practicesMonitors service, productivity and assesses efficiency levels within own function and implements continuous process/performance improvements where opportunities existApplies subject matter expertise in the discipline, provides guidance, assistance and direction to othersActively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirementsKeeps 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 interestProvides thought leadership and/or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unitKeeps current on emerging trends/developments and grows knowledge of the business, related tools and techniquesParticipates in personal performance management and development activities, including cross training within own teamKeeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activitiesContributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practicesLeads, motivates and develops relationships with internal and external business partners/stakeholders to develop productive working relationshipsContributes to a fair, positive and equitable environment that supports a diverse workforceActs 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 – OccasionalInternational Travel – NeverPerforming sedentary work – ContinuousPerforming multiple tasks – ContinuousOperating standard office equipment - ContinuousResponding quickly to sounds – OccasionalSitting – ContinuousStanding – OccasionalWalking – OccasionalMoving safely in confined spaces – OccasionalLifting/Carrying (under 25 lbs.) – OccasionalLifting/Carrying (over 25 lbs.) – NeverSquatting – OccasionalBending – OccasionalKneeling – NeverCrawling – NeverClimbing – NeverReaching overhead – NeverReaching forward – OccasionalPushing – NeverPulling – NeverTwisting – NeverConcentrating for long periods of time – ContinuousApplying common sense to deal with problems involving standardized situations – ContinuousReading, writing and comprehending instructions – ContinuousAdding, 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 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 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:
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.

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.

 

If you’re 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.  

We're 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 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

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 USWAPTDO@td.com.  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.