VP, Human Centered Design

TD; Toronto; On-site; CAD 200,000 - 250,000; Full time

Job summary

TD is leading the enterprise Human Centred Design practice in Toronto, setting the vision, strategy and standards for industry-leading customer experiences across products, services, platforms and journeys. This role partners with journey and segment leaders, platform teams and Technology to deliver customer-centric design at scale, while embedding responsible AI and a culture of continuous learning.

You will build and lead a diverse team, establish operating models, manage budgets, and ensure

Qualifications

• Experience leading enterprise design at scale.
• Ability to translate vision into practical priorities and outcomes.
• Strong stakeholder leadership across multiple functions.

Responsibilities

• Set and articulate enterprise vision for future customer experiences and the Human Centred Design practice.
• Develop and lead experience strategies and designs at the enterprise level.
• Build a best-in-class practice grounded in user-centred design, execution and strategy approaches.
• Provide thought leadership on customer experience, strategy and design, translating the vision into practical priorities and outcomes.
• Lead enterprise experience innovation and the design of platforms and journeys.
• Champion customer empathy and advocate for customer needs, embedding customer-centric problem solving across the organization.
• Oversee the capabilities required to design, prototype, validate, communicate and deliver strong user experiences, including experience strategy, interaction and visual design, customer experience management, copywriting, prototyping, design research, design thinking, facilitation and design operations.
• Embed and scale AI-enabled ways of working across the Human Centred Design practice to improve speed, quality and throughput while supporting responsible and effective use.
• Partner with journey and segment leaders to align business strategy and design deliverables and deliver strong customer outcomes.
• Work with platform and journey leaders to advance innovation across products, services and other customer experiences.
• Partner closely with Technology and business segment leaders to enable effective delivery and execution of initiatives.
• Balance experience, business value, legal, compliance, privacy and risk considerations, ensuring decisions align with TD’s risk appetite.
• Influence decisions at senior levels and help shape an organizational culture that recognizes and unlocks the value of design.
• Establish a value realization framework that clearly articulates the business value, customer outcomes and client effort associated with experiences designed and delivered.
• Lead and develop a diverse team of design professionals, attracting and retaining the capabilities required to deliver business results.
• Set goals, manage performance and compensation decisions, develop talent, promote teamwork and address employee matters as required.
• Establish an effective operating model for the design practice, including clear standards, governance, prioritization and design operations.
• Manage project and persistent pod budgets during execution, aligning financial and human resources to enterprise priorities.
• Create an inclusive, high-performing environment that supports collaboration, accountability, creativity and continuous learning.

Job description

Work Location

Toronto, Ontario, Canada

Hours

37.5

Pay Details

$200,000 - $250,000 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

Role purpose : Lead TD Bank Group’s enterprise Human Centred Design practice, setting the vision, strategy and standards for industry-leading customer experiences across products, services, platforms and journeys.

Reporting lin e: This role reports to the Senior Vice President, Client Experience.

Primary partnerships : Journey and segment leaders, platform and product leaders, Technology, business segments, Brand, Legal, Compliance, Privacy, Risk and other enterprise partners.

Enterprise experience strategy and vision

• Set and articulate the enterprise vision for future customer experiences and for the Human Centred Design practice.
• Develop and lead industry-leading experience strategies and designs that support TD at the enterprise level.
• Build and sustain a best-in-class practice grounded in user-centred design, execution and strategy approaches.
• Provide thought leadership on customer experience, strategy and design, translating the vision into practical priorities and outcomes.

Design leadership and customer advocacy

• Ensure consistency, quality and brand alignment across design experiences and deliverables for products, services and channels.
• Lead enterprise experience innovation and the design of platforms and journeys.
• Champion customer empathy and advocate for customer needs, embedding customer-centric problem solving across the organization.
• Oversee the capabilities required to design, prototype, validate, communicate and deliver strong user experiences, including experience strategy, interaction and visual design, customer experience management, copywriting, prototyping, design research, design thinking, facilitation and design operations.
• Embed and scale AI-enabled ways of working across the Human Centred Design practice to improve speed, quality and throughput while supporting responsible and effective use.

Enterprise delivery and partnership

• Partner with journey and segment leaders to align business strategy and design deliverables and deliver strong customer outcomes.
• Work with platform and journey leaders to advance innovation across products, services and other customer experiences.
• Partner closely with Technology and business segment leaders to enable effective delivery and execution of initiatives.
• Balance experience, business value, legal, compliance, privacy and risk considerations, ensuring decisions align with TD’s risk appetite.
• Influence decisions at senior levels and help shape an organizational culture that recognizes and unlocks the value of design.
• Establish a value realization framework that clearly articulates the business value, customer outcomes and client effort associated with experiences designed and delivered.

Practice, people and financial leadership

• Lead and develop a diverse team of design professionals, attracting and retaining the capabilities required to deliver business results.
• Set goals, manage performance and compensation decisions, develop talent, promote teamwork and address employee matters as required.
• Establish an effective operating model for the design practice, including clear standards, governance, prioritization and design operations.
• Manage project and persistent pod budgets during execution, aligning financial and human resources to enterprise priorities.
• Create an inclusive, high-performing environment that supports collaboration, accountability, creativity and continuous learning.

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