Senior Manager, Customer Experience and Insights

TD•Toronto, ON

1d•Onsite

About The Position

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. 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.

Requirements

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.
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.
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.

Nice To Haves

Experience in financial services, customer experience, consulting, analytics, or related environments would be considered an asset.

Responsibilities

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.
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.
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.
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.
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.
Transform complex analyses into clear, compelling, executive-ready narratives that support prioritization, planning, and decision-making across all levels of the organization.