Customer Experience Manager- Strategy & Insights

TD Bank • Mount Laurel, NJ

8d • $91,000 - $136,240

About The Position

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.

Requirements

• 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 analysis
• Undergraduate degree or relevant professional certifications, designations, or equivalent required.
• Strong technical skills in market research
• Experience 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 impact
• Proven ability to think and operate at a strategic level, however comfortable with details and guiding the execution of data analysis and market research
• High 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 priorities
• Strong self-starter who takes initiative and is able to identify new opportunities and have the drive and ability to bring them to life
• Strong 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 evidence
• Demonstrated leadership and ability to lead and influence cross-functional projects
• Strong project management skills. Ability to lead and manage multiple projects and initiatives at once.
• Strong multi-tasking skills and working well under pressure
• Confident interacting and presenting to stakeholders and partners at all levels including Senior and Executives, and drive toward business decisions and outcomes
• Ability to design creative and visual reports and presentations to effectively communicate results and findings from data and insights projects/initiatives

Nice To Haves

• A Master's Degree in Marketing Research or related field is a plus.
• Actively involved and well-connected in the consumer insights industry
• Experience with and understanding of brand concepts an asset
• Product/Service management and innovation experience an asset
• Financial services experience an asset
• Openness to new and innovative methodologies an asset

Responsibilities

• Manages multiple marketing projects/programs/initiatives of moderate scope and complexity
• Develops 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 expertise
• Responsible 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 clients
• Drives 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 needs
• Develops 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 business
• Responsible for overall project management including timelines, budgets, providing cross-functional stakeholder updates and getting alignment at key decision points
• 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/goals
• Manages assigned projects from scoping/briefing to launch/fulfillment, following established processes, privacy processes and visual/brand standards
• Participates in project scoping and preplanning sessions, proactively providing partners with advice and expertise on recommended tactics and marketing solutions
• Works with marketing partners and business units to develop appropriate customer insights for marketing briefs
• Develops creative briefs that consistently adhere to product positioning where applicable and leverage internal/external marketing creative experts on the development of creative
• Conducts 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 appropriate
• Proactively acknowledges errors; notifies management promptly where appropriate, and works with team to resolve
• Captures and shares lessons learned from projects/campaigns/initiatives to be incorporated in future
• Delivers strong marketing communications on strategy, on time, on budget and error free
• Develops and maintains an understanding of TD businesses, products, policies and processes to deliver and ensure effective marketing solutions
• Delivers 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 results
• Delivers 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 free
• Manages the appropriate use of resources (i.e., people, budget, processes) within area of responsibility
• Develops and manages good working relationships and maintains open dialogue with key internal and external business partners to ensure adequate execution of project deliverables
• Actively works to resolve escalated issues and manages changes within the project/program/initiative
• Evaluates the effectiveness of corporate marketing processes/services and recommends/champions possible enhancements
• Provides input and works with Marketing Planning to assist in the management of the Marketing calendar
• Provides advice and guidance to employees and business partners on customer experience, maintaining the brand image, standards, application and execution within area of expertise
• Continuously 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 process
• Understands marketing disciplines and how they link together to deliver integrated solutions and enhanced customer experiences
• Remains current with key business initiatives/issues and developments within TD
• Participates in the annual planning cycle
• Manages project budgets within forecasted spend
• Arranges for timely billings, maintains progress billing standard and promptly communicates variances
• Confirms quarterly forecast amounts (invoices and estimates) for quarterly budget lockdown
• Identifies ways to increase production efficiencies in order to maximize marketing dollars spent on all marketing programs
• Prioritizes and manages own workload to meet service level requirements for service and productivity
• Adheres 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 priorities
• Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate
• Protects the interests of the organization – identifies and manages risks, and ensures the prompt and thorough resolution of escalated non-standard, high risk issues
• Conducts internal and external research projects; supports the development/delivery of presentations/communications to management or broader audience
• Conducts meaningful analysis at the functional or enterprise level using results to draw conclusions, makes recommendations, assesses the effectiveness of programs/policies/practices
• Monitors service, productivity and assesses efficiency levels within own function and implements continuous process/performance improvements where opportunities exist
• Applies subject matter expertise in the discipline, provides guidance, assistance and direction to others
• Actively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements
• Keeps 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
• 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 interest
• Provides thought leadership and/or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unit
• Keeps current on emerging trends/developments and grows knowledge of the business, related tools and techniques
• Participates in personal performance management and development activities, including cross training within own team
• Keeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities
• Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices
• Leads, motivates and develops relationships with internal and external business partners/stakeholders to develop productive working relationships
• Contributes to a fair, positive and equitable environment that supports a diverse workforce
• Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level