AVP, Client Experience Strategy & Innovation

TD; Toronto; On-site; CAD 155,000 - 215,000; Full time

Job summary

TD is seeking an Associate Vice President, Customer Experience (CX) Strategy & Innovation in Toronto. You will own the enterprise CX strategy, drive coordinated execution, and embed client-centric behaviors across the organization.

The role oversees the CX roadmap, governance, and innovation pipeline, partnering with executive leadership and HR to advance CX capabilities and employee engagement. MBA is a plus and undergrad degree is required.

Qualifications

• Undergraduate degree in a relevant discipline.
• MBA considered an asset.
• Strong experience in CX strategy and enterprise planning.
• Experience leading governance and performance management.

Responsibilities

• Develop and own the enterprise CX strategy, roadmap, and priorities.
• Align CX initiatives with enterprise planning and governance rhythms.
• Lead CX governance, communications, and cross-functional coordination.
• Embed CX into leadership expectations and accountability frameworks.
• Drive innovation and monitor CX trends and capabilities.
• Oversee CX operations including budgeting, PMO, and reporting.

Skills

CX strategy

Leadership

Governance

Stakeholder management

Education

Undergraduate degree

MBA considered an asset

Job description

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Marketing

Pay Details:

$155,000 - $215,000 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

The Associate Vice President, Customer Experience (CX) Strategy & Innovation owns the enterprise CX strategy, innovation and enablement agenda to align priorities, drive coordinated execution, and embed client-centric behaviors across the organization.

Accountabilities

• Manage the enterprise CX strategy, roadmap, and annual priorities.
• Align CX initiatives with enterprise planning and governance rhythms, including SET and Board updates.
• Lead enterprise CX governance, communications, and coordination across CX strategic priorities.
• Embed CX into leadership, performance management, and accountability frameworks.
• Monitor emerging trends and drive innovation, including new capabilities and experience models.
• Lead the innovation pipeline and trend monitoring.
• Enable CX through learning, capability building, employee engagement, and CX capability frameworks.
• Oversee CX operations, including planning, budget, PMO, resource management, performance tracking, and reporting.
• Partnering with Corporate Affairs to effectively communicate TD's progress in Client Experience with TD employees and broader public.

Portfolio Scope

• Customer Experience strategy and roadmap
• Enterprise planning, governance, and coordination
• Innovation pipeline and trend monitoring
• CX operations (PMO, budget, resource management)
• Leadership programs, learning, and CX capability frameworks
• Employee voice, engagement, and recognition initiatives
• Performance tracking and reporting

Key Interactions

• Executive Leadership / SET
• COO and Enterprise Strategy
• HR, Talent and Learning teams
• All CX pillar leads
• Finance and planning teams
• Technology and innovation partners

Success Measures

• Clear, aligned enterprise CX strategy and priorities.
• Coordinated execution and strong operating discipline across CX functions.
• CX embedded in leadership expectations and performance management.
• An engaged, client-centric workforce with strong accountability for CX outcomes.
• Continuous innovation and forward-looking CX capability development.

Educational Requirements

• Undergraduate degree required in a relevant discipline.
• MBA considered an asset

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Learn more

Additional Information:

We're delighted that you're considering building a career with TD. 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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. 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.

If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet