VP, Client Experience, Standards and Enablement

TD•Toronto, ON

1d•CA$185,000 - CA$275,000•Onsite

About The Position

The Vice President, Client Experience (CX) Standards & Enablement acts as the enterprise control tower for client experience, defining client standards, embedding reinforcement mechanisms, assessing impact, and influencing delivery of key client priorities across the bank. This leader will be the key relationship lead and partner with Segments, Channels, and other Corporate Functions on CX mobilization. The role is accountable for enterprise CX standards, governance forums and escalation processes, CX impact assessment, CX delivery oversight, irritant reduction, and executive action tracking.

Requirements

Undergraduate degree required in a relevant discipline.

Nice To Haves

MBA considered an asset

Responsibilities

Define CX standards across service, communication, design, digital, product, and process and Embed the standards into bank's decision and operational gates
Partner with each segment to ground and influence and a data driven CX leadership roadmap including top opportunities to win
Establish execution standards, including bank level accountability, release quality, minimum lovable product requirements, and business casing standards.
Lead enterprise governance, including CX Council, executive and business unit reviews, including managing the escalation and decision path of CX risks.
Influence and manage progress on must-win client battles, irritant reduction, prioritization, and milestone tracking.
Lead enterprise irritants program in partnership with Segments to identify top Client irritants and roadmap to mitigate them
Assess the impact of client-impacting initiatives through CX governance and review processes.
Lead executive action tracking and escalation of issues requiring attention.
Support consistent application of CX standards across the organization.