Senior Manager, Customer Experience and Insights

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Marketing

Pay Details:

96900 - 136800 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:

Department Overview: 

The North American Customer Experience & Insights (CX&I) team are catalysts for customer-focused action & accountability at TD.  We achieve this by activating our CX & growth priorities via outside-in perspective and expertise that guides our strategies, CX focus and execution.  Our four-prong strategic framework to Inform, Mobilize & Orchestrate, Govern and Measure the experiences we deliver, relies on our ability to marry a deep understanding of consumer/customer needs across the lifecycle with TDs declared business strategies to ensure that our growth is driven by customer delight.   

The CXI&I team is an enterprise center of excellence (COE) that sits within Operations and operates across lines of business, functions and markets.  We bring together a unique and diverse range of capabilities that include market research, voice of customer (VoC), journey design/management, process design and program management, to help TD deliver both customer and business value.

Job Description

Reporting to the AVP, CX Measurement & Value, the Senior Manager, CX Data Integration & Insights will lead the integration, activation, and evolution of customer experience data and reporting capabilities across TD's customer experience measurement ecosystem.

Key responsibilities will include:

• Data Integration & Connectivity – Develop an integrated view of customer experience performance by connecting customer feedback, behavioural, operational, employee, financial, and external data sources. Identify meaningful relationships across datasets to better understand the drivers of customer and business outcomes.
• Advanced Analytics & Insight Generation – Leverage modern analytical techniques to identify trends, drivers, opportunities, and emerging issues. Partner with analytics and AI teams to develop innovative approaches that strengthen insight generation and decision support while maintaining the ability to independently perform complex analyses where required.
• Enterprise Reporting & Measurement – Lead the design and evolution of integrated reporting, dashboards, scorecards, and performance measurement frameworks that provide a holistic view of customer experience performance across TD.
• AI & Measurement Innovation – Identify opportunities to leverage AI, automation, predictive analytics, and emerging technologies to improve how insights are generated, connected, and activated. Maintain awareness of evolving industry practices and emerging capabilities that can strengthen TD's measurement ecosystem.
• Business Partnership & Influence – Partner across business lines, analytics teams, technology teams, and external partners to understand business priorities, identify analytical opportunities, and ensure insights are translated into meaningful actions and decisions.
• Strategic Storytelling & Activation – Transform complex analyses into clear, compelling, executive-ready narratives that support prioritization, planning, and decision-making across all levels of the organization.

The ideal candidate will be a highly analytical and intellectually curious leader who combines deep technical expertise with strong business acumen. They will be passionate about understanding data, identifying opportunities, and helping the organization make better decisions through evidence-based insights.

The successful candidate will also embody the values of TD Bank and collaborate effectively with colleagues across Canada and the U.S. to support improved customer experiences and stronger business outcomes.

The critical leadership abilities for the successful leader in this role are:

• Strategic Thinking: This leader will connect multiple sources of information to identify patterns, opportunities, and emerging trends that influence customer and business performance. They will balance immediate reporting needs with longer-term opportunities to modernize measurement, analytics, and insight generation capabilities.
• Driving Results: This leader will move beyond reporting to proactively identify opportunities, influence action, and support data-driven decision making. They will help ensure insights lead to tangible outcomes and meaningful improvements.
• Collaborative Influence: This leader will work across business, analytics, technology, and customer experience teams to develop a shared understanding of customer and business performance. They will be able to effectively challenge assumptions, influence decisions, and build credibility through data-driven storytelling and strong relationships.
• Innovation & Curiosity: This leader will demonstrate a passion for modern analytics, emerging technologies, AI, and new ways of working. They will continuously seek opportunities to evolve how data, insights, and measurement capabilities are leveraged across the organization.

Ideal Experience

• 5-8+ years of experience in analytics, business intelligence, customer insights, customer experience measurement, data science, consulting, strategy, or related analytical disciplines.
• Demonstrated experience working with large, complex datasets from multiple sources and developing integrated views of performance.
• Experience building executive reporting, dashboards, scorecards, measurement frameworks, and insight solutions.
• Proven ability to connect analytical findings to business decisions and strategic priorities.
• Experience influencing stakeholders and building relationships across diverse business and functional teams.
• Experience working with modern analytics, reporting, and visualization platforms.
• Experience in financial services, customer experience, consulting, analytics, or related environments would be considered an asset.

Technical Skills

• Advanced analytical and problem-solving capabilities.
• Strong understanding of data integration, reporting, measurement, and analytical methodologies.
• Experience using tools such as SQL, Python, R, Tableau, Power BI, Databricks, Snowflake, SAS, or equivalent analytical platforms.
• Ability to independently conduct exploratory analysis, develop hypotheses, identify drivers, and generate actionable insights.
• Understanding predictive analytics, AI-enabled analytics, machine learning concepts, and emerging data science techniques.
• Ability to effectively engage and partner with data scientists, engineers, and analytics teams while translating technical outputs into business-focused recommendations.

Professional Skills

• Strong intellectual curiosity and passion for data, analytics, and innovation.
• Exceptional communication, presentation, and executive storytelling capabilities.
• Ability to simplify complex concepts and communicate effectively with both technical and non-technical audiences.
• Proven relationship builder with strong stakeholder management and influencing skills.
• Self-starter with a continuous improvement mindset and a strong bias toward action.
• Comfortable operating in ambiguity and helping shape new capabilities, processes, and approaches.

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 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.

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