VP, Human-Centered Design & Experience Strategy

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

Job summary

TD Bank Group in Toronto, Ontario, is seeking a senior leader to define the enterprise experience strategy and vision for future customer experiences. The role drives a human-centered design practice at the enterprise level, delivering industry-leading experience strategies and designs.

You will lead a best-in-class team, champion customer empathy, and embed AI-enabled methods to accelerate speed and quality across products, services, and channels.

Responsibilities

• 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.
• 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.
• 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

TD Bank Group in Toronto, Ontario, is seeking a senior leader to define the enterprise experience strategy and vision for future customer experiences. The role drives a human-centered design practice at the enterprise level, delivering industry-leading experience strategies and designs.

You will lead a best-in-class team, champion customer empathy, and embed AI-enabled methods to accelerate speed and quality across products, services, and channels.