Manager, Customer Experience and Insights

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

Job summary

A leading global financial institution is looking for a Manager, Customer Experience and Insights, based in Toronto. This hybrid role involves ownership of customer experience initiatives, leading measurement efforts, and influencing customer-centric decisions within the marketing sector, requiring strong leadership and analytical skills.

Benefits

Comprehensive compensation package

Paid time off

Development programs

Qualifications

• 8+ years experience in market research or customer experience insights.
• Expertise in quantitative research; qualitative experience is a plus.

Responsibilities

• End-to-end ownership of the Enterprise CX Relationship study.
• Lead CX measurement initiatives and translate data into actionable insights.
• Manage programs, conduct research, and foster innovation.

Skills

Leadership

Project Management

Stakeholder Engagement

Communication

Storytelling

Report Design

Education

Relevant degree or professional certifications

Tools

Medallia

Qualtrics

Job description

Manager, Customer Experience and Insights

Join to apply for the Manager, Customer Experience and Insights role at TD.

Description du Poste
The Manager, Customer Experience and Insights role is part of the Customer Experience & Insights group (CX&I) within Marketing. This team is a central source of customer insights supporting both Corporate and Business lines across TD Bank Financial Group in Canada and the U.S. The team's mandate is to champion the voice of the customer and influence customer-centric decisions. This full-time hybrid role is based in Toronto, Canada, with a minimum of 2 days per week working from the office.

Location: Toronto, Ontario, Canada

Hours: 37.5 hours/week

Sector: Marketing

Salary Range: $91,200 - $136,800 CAD

The role involves end-to-end ownership of the Enterprise CX Relationship study, leading CX measurement initiatives, and translating data into actionable insights to improve customer experience. Responsibilities include managing programs, conducting research, building partnerships, managing vendors, and fostering innovation.

Qualifications:

• 8+ years experience in market research or customer experience insights
• Expertise in quantitative research; qualitative experience is a plus
• Leadership, project management, and stakeholder engagement skills
• Experience with Experience Management platforms like Medallia or Qualtrics
• Strong communication, storytelling, and report design skills
• Relevant degree or professional certifications

About TD

TD is a leading global financial institution serving over 27 million customers. We are committed to delivering legendary customer experiences and fostering growth and development for our colleagues.

Compensation and Benefits

Our comprehensive compensation package includes salary, variable pay, benefits, retirement plans, paid time off, and development programs.

Application Process

We will contact shortlisted candidates for interviews and accommodate accessibility needs during the process.

We look forward to your application!