Senior Manager, Consumer Insights, Lob Insights & Consumer Behaviour C

TD Description

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Department Overview

The Customer Experience and Insights (CX&I) team are enterprise change agents who champion the voice of our customers. Our vision is to enrich customer's lives by ensuring every decision starts and ends with the customer. Our mandate is drive CX action by elevating customer understanding and instigating customer centric thinking across the enterprise.

We are a high performing team who measures our success by our progress against four strategic pillars:

• Own Best-In-Class Customer Measurement & Consumer Insights
• Deliver connected and compelling insights
• Drive action across the enterprise in service of Customers and the Brand

Guided by a bold CX vision, framework and guiding principles - this team influences TD-wide customer strategies through the development and day-to-day management of a customer experience strategy and best in class measurement, creating a holistic view of the customer and collaborating across TD to elevate the voice of the customer in everything that we do. Members of the Customer Experience, Innovation and Insights team demonstrate an unwavering dedication to development and success of the customer experience.

The CXI&I team brings together a diverse range of technical, business and customer expertise including market research, customer strategy, measurement expertise, data analysis, customer experience delivery and execution, management consulting, communications, and competitive intelligence.

The Customer Insights teams within CX&I support the customer insights / market research needs of the organization in both Canada and the US in the areas of:

• Measuring TD's performance among key customer segments at the Enterprise level and within specific lines of businesses
• Deeper customer segment understanding
• Developing and optimizing marketing communications and product design
• Determining impact of changes in pricing strategies
• Identifying barriers and challenges customers face when seeking our products and services.

For this specific role, we are looking for an experienced, innovative, and business-minded Consumer Insights team lead with excellent employee satisfaction scores.

Job Requirements

Educational Requirements:

• Undergraduate degree or relevant professional certifications, designations, or equivalent required. Master degree is an asset.

Qualifications/Skills/Experience:

• Minimum 12 years of deep experience with customer insights, customer experience research, or user design research.
• Minimum 5 years of leading people; minimum 2 years of leading teams of 5 individuals or more.
• Strong technical skills in quantitative and qualitative research. Basic understanding of Behavioural Economic concepts preferred.
• Deep passion for leading teams and demonstrated ability to coach team members effectively with differing levels of experience and career objectives.
• Familiarity with linking insights gathered from consumer research with data and insights available through internal databases.
• Demonstrated ability to connect consumer insights to business outcomes.
• Excellent written and verbal communication skills.
• Strong negotiation, persuasion and influencing skills. Demonstrated ability with convincing and persuading non-insights colleagues about the importance about doing research and explaining insights concepts to these audiences.
• Significant experience with interacting and presenting to stakeholders and partners at all levels including Executives.
• Propensity for creative problem solving and critical thinking. Resourceful with a "can do" personality.
• Demonstrated ability to look at situations strategically whether that is providing advice to a team member looking across their body of work, looking across portfolios to identify patterns affecting multiple lines of businesses, or communicating insights to Executives.
• Demonstrated ability to work independently, successfully navigate ambiguity, and create clarity from uncertainty.
• Ability to design creative and visual reports and presentations to effectively communicate results and findings from insights projects/initiatives.
• A curious mindset that is persistently interested in uncovering the "why" behind the data that is collected and to continuously learn about the various subject matters.
• An openness and passion to seek out new ways of capturing customer feedback and insights.
• Deep understanding of retail banking preferred. Demonstrated ability to successfully navigate large, complex organizations like TD required.
• Advanced experience with PowerPoint, Excel required. Working knowledge of SPSS an asset (but not required).

Hours

37.5

Job Description

Reporting to the Associate Vice President of Consumer Insights, the Senior Manager, Consumer Insights will lead a team of Consumer Insights professionals. Specifically, this Senior Manager will be accountable for:

• A team of six seasoned Consumer Insights professionals who operate as independent account managers currently supporting the consumer insights needs of Everyday Banking, Business Banking, Merchant Solutions, Customer Segments, Real Estate and Secured / Unsecured Lending, Credit Cards, Wealth, Direct Investing, Personal Savings & Investing, TD Insurance, and Diverse Communities.
• The Behavioural Economics practice within Marketing and ensuring its growth and development.
• Enabling the team through project-level prioritization, escalation, and conflict resolution. This includes identifying and resolving barriers that affect the Consumer Insights practice at TD.
• Identifying development opportunities and coaching the individual members of the team to support their continued development and career growth as modern consumer insights professionals
• Innovating the Consumer Insights practice at TD. This includes testing new Consumer Insights methodologies and identifying opportunities to optimize existing processes
• Oversight and direct management of strategic consumer insights projects. This can include participating at the Working Team level on these projects.
• Developing and maintaining strobg relationships with stakeholders at the Senior Manager, AVP, and VP levels. Working collaboratively and effectively with stakeholders throughout the organization including Marketing, Product, and Governance & Control.
• Advocating for and building awareness of the Consumer Insights practice at TD. Communicating the value and impact of insights across the organization and synthesizing and democratizing the learnings from across projects.

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Additional Information

#LI-hybrid

Business Line

Corporate

Job Category - Primary

Marketing

Job Family

Marketing Customer Experience, Strategy & Insights

Time Type

Full Time

Employment Type

Regular

Hours/Availability Detail

37.5

TD Bank