Customer Experience Strategy Lead

TD Bank•Mount Laurel, NJ

About The Position

The Customer Experience Strategy Lead within the US Consumer Bank Customer Experience team is responsible for shaping and delivering a comprehensive, omnichannel customer experience strategy aligned to TD’s brand promise. This role serves as the voice of the customer and drives end-to-end improvements across the customer journey by translating customer insights into prioritized initiatives, business cases, and measurable outcomes. The role partners closely with other Product Owners, cross-functional stakeholders, and senior management to establish a clear CX vision, champion customer interests, and foster a culture of continuous improvement and innovation.

Requirements

Undergraduate degree and / or product certificate required
Graduate degree preferred
10+ years relevant experience
5-7 years Product Owner or Agile related delivery experience
Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset
Scaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an asset

Nice To Haves

Familiarity and comfort with data analytics and AI tools for Customer Experience

Responsibilities

Driving Customer Experience (CX) vision, strategy, and execution across the US Consumer Bank.
Champion a unified, customer-centric mindset across teams and promote continuous improvement and innovation by translating customer insights and CX performance into clear recommendations, decisions, and actions.
Influence senior leaders through clear CX vision, insights, and business cases, and ensure CX initiatives remain aligned to enterprise and line-of-business goals.
Understand end-to-end customer journey moments across acquisition, onboarding, engagement, servicing, and retention, providing insight into irritants and opportunities.
Serve as the voice of the customer by identifying, analyzing, and prioritizing key customer pain points and systemic issues across digital, retail, contact center, and servicing interactions.
Lead customer journey mapping and touchpoint optimization to improve satisfaction, loyalty, and business outcomes.
Conduct discovery, documentation, and research to design future-state omnichannel experiences, partnering with product, channel, marketing, operations, and technology teams.
Analyze CX trends, feedback, and performance data to quantify opportunities and build data-backed business cases that inform investment decisions and prioritization.
Support existing framework for capturing and continuously assessing customer feedback, and for tracking progress against CX goal
Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
Accountable for specialized product development support based on deep product expertise and expert knowledge of Agile/Scrum processes, roles and practices
Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work
Integrates knowledge of the enterprise function’s or business segment’s overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertise
Anticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvements
Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties
Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field
Requires innovative thinking to develop new solutions
Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment
Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context
Provides leadership guidance, make recommendations and collaborate with business to ensure solutions meets the business needs on a complex project or program
Partners with senior management to support the delivery of a product vision
In alignment with the product vision, create and maintain a product backlog and continuously re-prioritize user stories that will provide the most customer or end user value
Continuously aligns with senior management on the product delivery roadmap, defined Minimum Marketable Features or Minimum Viable Products and release cadence
Reviews performance analytics; recommend and champion strategies to enhance the customer or end user product experience
Participates in scrum or Kanban events (e.g. stand-ups, retrospectives), express new ideas for improving product value or delivery efficiency, sharing with leadership as appropriate
Proactively engages established business process partners to ensure customers or end users are prepared for application changes and establish Day 2 processes
Creates a value-focused product backlog and continuously iterate, ensuring there are user stories scoped and prioritized
Provides user story design, development and completion oversight; accepting / rejecting user stories based on the agreed upon Definition of Done and Acceptance Criteria
Manages delivery initiatives and (depending on complexity) oversee multiple development team (pod) backlogs
Proactively raises issues that impede the efficient delivery of customer-focused increments
Responsible for defect management and prioritization
Ensures team adheres to enterprise frameworks and methodologies related to overall business management activities
Leads relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements
Supports team in staying knowledgeable on emerging issues, trends and evolving regulatory requirements and assess potential impacts to the Bank
Assesses / identifies key issues and escalate to appropriate levels and relevant stakeholders and business management where required
Leads the submission and discussion on the Quarterly Business Review, with respect to their product
Identifies, mitigates and reports on risk issues per enterprise policy / guidance and ensures appropriate escalation processes are followed
Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)
Leads relationships with business lines / corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements
Leads or contribute to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for complex situations
Defines the OKRs in partnership with numerous stakeholders across the organization
Protects the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
Manages oversight process, risk-based identification and monitoring of related risks and regulatory compliance across the supported functions, while ensuring key controls and processes are effectively managed
Oversees or leads the facilitation and/or implementation of action / remediation plans to address performance / risk / governance issues
Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty
Develops annual and/or long-term plans for own area and influences plans well beyond area managed
Responsible for management of the overall team providing both leadership and guidance
Sets targets and objectives for the team, and deliver results
Grows team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
Leads a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and provide regular input into employee assessments and development plans
Leads the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
Manages employees in compliance with all human resources policies, procedures and guidelines of conduct
Shares knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams
Supports an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
Establishes and fosters a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
Acts as a brand ambassador for the 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.
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.
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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume