Work Location:
Toronto, Ontario, Canada
Hours:
37.5
Line of Business:
Marketing
Pay Details:
$185,000 - $245,000 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:
Vice President, Client Experience (CX) Advanced Insights & Value
Department Overview:
TD has a bold ambition to become the undisputed leader in Client Experience. The Client Experience team serves as the enterprise steward of client experience across TD, accountable for shaping, measuring, and improving end-to-end client experiences partnering with businesses, channels, products, and journeys. Reporting to the SVP, Client Experience, the team provides an integrated enterprise view of client experience performance benchmarks, client needs, and associated business impact, bringing together client feedback, complaints, advanced client experience analytics, research, and market benchmarks to identify opportunities for improvement. The team establishes and governs enterprise client experience standards, drives consistency across all client touchpoints, and partners with business and functional leaders to resolve top client pain points, elevate critical moments that matter, and strengthen client relationships. Through thought leadership, influence, measurement, and adoption of client standards across the bank, the team champions a client-centric culture, fosters accountability, and helps ensure TD delivers simple, personalized, and differentiated experiences that create value for clients.
Job Summary
The Vice President, Client Experience (CX) Advanced Insights & Value will be accountable to build, manage and operationalize an AI and Agent enabled Client insights factory to connect client feedback, operational signals, and financial outcomes to prioritize the right actions to improve Client Experience. Client Insights Factory will integrate client feedback, operational and behavioral indicators, Open Banking information and financial data, using advanced analytics and AI to identify drivers of client advocacy, predict client friction, link client experience to financial outcomes and prioritize action.
The role is accountable for building the vision, executing on building an industry leading client intelligence function to inform all client level decisions, as the single source of truth for TD clients.
Accountabilities
- Integrate Voice of Customer (VOC) signals, including surveys, complaints, escalations, social, and frontline feedback.
- Conduct analytics to understand client experience drivers, segmentation, root causes, and financial impact.
- Develop predictive insights related to attrition, complaints, service failure, and promoter growth.
- Build and maintain the enterprise VOC platform, issue taxonomy, and root-cause hierarchy.
- Real time monitoring of key client experiences and irritants through AI / Agentic solutions
- Enable Natural Language Processing capabilities to mine Client experience data to democratize advanced client insights at TD.
- Build CX economics, linking key experiences to revenue, attrition, cost-to-serve, and lifetime value.
- Lead value realization activities, including ROI tracking, prioritization, and challenge of assumptions.
- Monitor key irritants and must-win client moments through dynamic dashboards
- Establish data-driven linkage between CX priorities and impact on the Bank's strategic pillars.
Portfolio Scope
The role is accountable for:
- VOC, Operational and Financial information for a single source of client truth
- Customer analytics and predictive modelling
- CX economics and experience to financial linkage
- Value realization office and prioritization
- Command centre monitoring and irritant tracking
Key Interactions
- CX Measurement & Research
- Data / AI / Analytics teams
- Technology partners
- Finance
- Lines of Business / Channels
- Complaint and frontline feedback sources
Success Measures
Success in this role is demonstrated through:
- An integrated view of client issues and drivers.
- Predictive capability to identify issues early.
- Clear linkage between CX and financial outcomes.
- Data-driven prioritization of CX investments.
- AI and Agentic enablement
Educational Requirement
- Undergraduate degree required in a relevant discipline.
- MBA considered an asset
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.
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.
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
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
