Work Location:Toronto, Ontario, Canada
Hours:37.5
Line of Business:Marketing
Pay Details:$185,000 - $275,000 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) Standards & EnablementJob SummaryThe Vice President, Client Experience (CX) Standards & Enablement acts as the enterprise control tower for client experience, defining client standards, embedding reinforcement mechanisms, assessing impact, and influencing delivery of key client priorities across the bank. This leader will be the key relationship lead and partner with Segments, Channels, and other Corporate Functions on CX mobilization.
The role is accountable for enterprise CX standards, governance forums and escalation processes, CX impact assessment, CX delivery oversight, irritant reduction, and executive action tracking.
Accountabilities- Define CX standards across service, communication, design, digital, product, and process and Embed the standards into bank's decision and operational gates
- Partner with each segment to ground and influence and a data driven CX leadership roadmap including top opportunities to win
- Establish execution standards, including bank level accountability, release quality, minimum lovable product requirements, and business casing standards.
- Lead enterprise governance, including CX Council, executive and business unit reviews, including managing the escalation and decision path of CX risks.
- Influence and manage progress on must-win client battles, irritant reduction, prioritization, and milestone tracking.
- Lead enterprise irritants program in partnership with Segments to identify top Client irritants and roadmap to mitigate them
- Assess the impact of client-impacting initiatives through CX governance and review processes.
- Lead executive action tracking and escalation of issues requiring attention.
- Support consistent application of CX standards across the organization.
Portfolio ScopeThe role is accountable for:
- Enterprise CX standards library
- Governance forums and escalation processes
- CX impact assessment office
- Enterprise CX delivery office
- Irritant reduction and must-win battles
- Executive action tracking
Key Interactions- Lines of Business / Channels
- Product, Technology, and Policy teams
- Risk, Compliance, and Legal
- CX Intelligence & Analytics
- Experience Design, Communications, and Personalization
- Executive governance forums
Success MeasuresSuccess in this role is demonstrated through:
- Consistent application of CX standards across the organization.
- Strong governance and decision discipline.
- Clear ownership of priority CX initiatives.
- Measurable reduction in client friction.
Educational Requirement- Undergraduate degree required in a relevant discipline.
- MBA considered an asset
Our Total Rewards PackageOur 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. 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 & OnboardingWe 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
