Manager, Customer Experience and Insights

TD•Toronto, ON

1d•CA$96,900 - CA$136,800•Hybrid

About The Position

This role is part of the Customer Experience & Insights group (CX&I), a central source of customer and consumer insights and analysis across TD Bank Financial Group. The CX&I team acts as a catalyst for relentless customer-focused action and accountability within the bank. This role will report to the Senior Manager of Enterprise CX Measurement within CX&I. It is a hybrid role based in Toronto, Canada which includes working from the TD office a minimum of 4 days a week, with 1 day working from home. Overall Accountability: The successful candidate will lead a critical component of TD's strategic CX measurement and syndicated insights portfolio, with a strong focus on strategic influencing, enterprise partnership, and translating complex customer, market, and competitive insights into business implications that shape customer experience decisions. Working closely with senior stakeholders across the enterprise and external research partners, this individual will act as a trusted advisor, helping business partners connect insight to action and identify opportunities to improve outcomes. The role will manage a combination of internally led and vendor-supported insights initiatives, including analysis, synthesis, insight generation, executive-level storytelling, project governance, budgeting, research activation, and external vendor management. Syndicated research platforms and programs, ex. Bain NPS Prism, alongside other external research sources and strategic insight initiatives. The successful candidate will bring strong quantitative and qualitative insight expertise, exceptional stakeholder management and communication skills, and a demonstrated ability to synthesize diverse information sources into compelling narratives that influence business and customer experience decisions. Familiarity with syndicated research programs, CX measurement, CX insights platforms such as Bain Prism, management consulting, and executive-facing insight development/communication would be considered strong assets.

Requirements

Undergraduate degree or equivalent professional certification required.
7+ years in customer experience strategy or measurement, business analysis, market research/consumer insights, management consulting or within an internal insights team.
Skilled at linking insights to business outcomes, identifying strategic implications, and influencing decisions through strong partnership with business stakeholders.
Understanding of how to assess, interpret and synthesize large sets of data and market research (including behavioral and attitudinal data and insights), silencing data noise and synthesizing meaningful findings in a manner that is relevant to business partners
Experience supporting or managing Customer Experience (CX) programs, journey measurement programs, customer listening systems, or strategic insight initiatives.
Confident interacting and presenting to stakeholders and partners at all levels including Senior executives
Ability to lead multiple projects with strong multi-tasking skills while working well under pressure to prioritize effectively and deliver on time.
Build strong, collaborative relationships with external research partners while maintaining high standards of quality and accountability.
Experience managing syndicated research programs, subscription-based insight products, benchmarking studies, or external research vendor relationships.
Proven relationship builder with the ability to influence without authority, establish credibility across diverse stakeholder groups, and create momentum for action through enterprise partnerships.
Exceptional verbal and written communication.
Confident presenting to senior stakeholders and driving decisions.
Ability to craft compelling, data-driven narratives and design visually engaging reports.
Exceptional storytelling skills with the ability to transform large volumes of information into concise, compelling, executive-ready narratives.
Self-starter with a proactive mindset, able to identify opportunities and bring them to life.
Comfortable working in an ambiguous environment where change is constant, work methodologies are challenged frequently, and business requirements evolve.

Nice To Haves

Familiarity with Bain NPS Prism is an asset but not required.
An intermediate understanding of Tableau/SAS/SPSS/R would be an asset.

Responsibilities

Build trusted relationships with senior stakeholders and cross-functional partners to align insights to business priorities, influence strategic decision-making, and mobilize customer-focused action across the enterprise.
Support and manage syndicated research programs, subscription-based insight products, benchmarking studies, and external research partnerships, by managing study participation, interpretation of results, and activation of insights across the enterprise to maximize value from research investments.
Translate research findings and results from syndicated, internal, and external sources into clear executive-ready insights, implications, opportunities, and recommendations that support customer experience and business strategies that drive business outcomes.
Leverage Prism and other insights platforms to organize, curate, discover, and connect relevant research assets, enabling broader access and utilization of insights across the organization to mobilize CX action.
Develop compelling presentations, narratives, and strategic communications that synthesize complex research findings into concise, actionable stories for senior leaders.
Drive awareness and adoption of syndicated insights by delivering presentations, facilitating discussions, creating thought leadership materials, and proactively identifying opportunities to influence strategic decisions.
Build and manage relationships with senior stakeholders, business partners, research vendors, and cross-functional teams to align research and insights priorities with evolving business needs and identify opportunities for insight-led action.