Manager, Customer Experience and Insights

TD; Canada; Hybrid; CAD 91,000 - 137,000; Full time

Job summary

A leading financial institution is seeking a Consumer Insights Lead in Montreal, focusing on research initiatives for TD Insurance. This role requires a deep understanding of the Quebec market and 8+ years of market research experience. The candidate must be bilingual in French and English, capable of translating insights into actionable strategies. This full-time position offers hybrid work and competitive compensation, with additional development and training opportunities.

Benefits

Health and well-being benefits

Career development opportunities

Competitive compensation package

Qualifications

• 8+ years in market research experience is required.
• Bilingual in French and English required.
• Experience with Quebec's consumer landscape is essential.

Responsibilities

• Lead and execute research initiatives for TD Insurance.
• Translate research findings into actionable insights.
• Build relationships with key partners in the Quebec market.

Skills

Strong quantitative research skills

Qualitative research experience

Communication

Storytelling & Reporting

Education

Undergraduate degree or equivalent professional certification

Job description

Work Location: Montréal, Quebec, Canada

Hours: 37.5

Line of Business: Marketing

Pay Details: 91 200$/$91,200 - 136 800$/$136,800 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:

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 strives to act as a catalyst for relentless customer‑focused action and accountability within the bank.

This role will report to the Senior Manager of Insurance and Business Banking Insights within CX&I. This is a full‑time role, based in either Montreal or Toronto Canada. This is a hybrid role which includes working from home and working from the TD office.

Job Details

What You'll Do

The successful candidate will be the Consumer Insights Lead supporting the research needs of TD Insurance, with a primary focus on the Quebec market. This role will lead and execute research initiatives that inform strategic decisions and drive business outcomes for Marketing and internal partners, ensuring that insights are relevant and actionable for Quebec audiences. While the role is largely focused on Quebec research, the successful candidate will also contribute to national research projects from time to time.

• Value Prop Testing (e.g. Qualitative research to surface insights, quantitative validation)
• Custom research to understand core needs of Quebec audience
• Message or offer testing
• Early‑stage creative testing to guide strong advertising in the Quebec market
• Ad Campaign Tracking

Key Responsibilities

• Lead Research Initiatives: Drive end‑to‑end execution of consumer research projects for TD Insurance, with a primary focus on Quebec‑based insights.
• Deliver Actionable Insights: Translate research findings into meaningful recommendations that inform strategic decisions and optimise marketing performance.
• Act as a Trusted Advisor: Build strong relationships with key partners, offering thought leadership and subject‑matter expertise on the Quebec insurance market.
• Design Tailored Methodologies: Develop and execute research approaches (quantitative, qualitative, syndicated, desk research) suited to Quebec's unique context.
• Navigate Data: Manage and interpret complex data sets to deliver robust, representative insights.
• Own Project Delivery: Oversee timelines, budgets, and communications to ensure alignment and successful outcomes.
• Collaborate Across Teams: Partner with Data & Analytics, Customer Experience, and other groups to integrate diverse data streams and enrich elevate research.
• Champion Innovation: Introduce and apply innovative research methodologies to push boundaries and unlock new learnings.
• Embed Cultural Sensitivity: Ensure all research and insights work is conducted with cultural sensitivity, as well as awareness of Quebec's unique market dynamics.

Job Requirements

Core Qualifications:

• Education: Undergraduate degree or equivalent professional certification required.
• Experience: 8+ years in market research, either agency‑side or within an internal insights team.
• Understanding of Quebec Market: Proven experience conducting research in Quebec, with deep understanding of its consumer landscape and cultural nuances.
• Language: Bilingual (French and English) - required.
• Insurance: Familiarity with the insurance sector is an asset but not required.

Technical Skills:

• Research Skills: Strong quantitative research skills; qualitative experience and creative testing methodology are assets.
• DIY Research: Ability to manage end‑to‑end "DIY" research (e.g. writing survey, programming on a DIY platform like Methodify, populating PPT reports, presenting results). Comfortable balancing DIY work with vendor‑led projects.
• Business Acumen: Skilled at linking insights to business outcomes and influencing strategic decisions.

Management Skills:

• Project Management: Ability to lead multiple projects, prioritise effectively, and deliver on time.
• Vendor Management: Build strong, collaborative relationships with external research partners while maintaining high standards of quality and accountability.

Soft Skills:

• Communication: Exceptionally verbal and written communication. Confident presenting to senior stakeholders and driving decisions.
• Storytelling & Reporting: Ability to craft compelling, data‑driven narratives and design visually engaging reports.
• Independent: Self‑starter with a proactive mindset, able to identify opportunities and bring them to life.

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realise your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organisation, we keep growing - and so will you.

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 programmes, paid time off, banking benefits and discounts, career development, and reward and recognition programmes. Learn more.

Additional Information:

We're delighted that you're considering building a career with TD. Through regular development conversations, training programmes, 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 programmes to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organisation at TD - and we're committed to helping you identify opportunities that support your goals.

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