Digital Experience Optimization, Adoption & Effectiveness ( Digital Manager -US)

TD Bank, N.A.; Mount Laurel Township (NJ); On-site; USD 91,000 - 146,000; Full time

Job summary

TD Bank Group in Mount Laurel, New Jersey, seeks a Digital Manager to lead end-to-end development of long-term business strategy and roadmaps, and to drive innovative digital capabilities that enhance customer journeys.

Collaborate with business units, measure KPIs, and manage cross-functional programs across Product, Marketing, Analytics, Technology, CX, and Operations to deliver measurable business outcomes.

Qualifications

• 7+ years of relevant experience in digital strategy or product management.
• Proven ability to develop and execute long-term digital roadmaps.
• Strong analytical mindset with data-driven decision making.

Responsibilities

• Develop and execute the long-term strategic plan and roadmaps for digital capabilities.
• Coordinate cross-functional initiatives across Product, Marketing, Analytics, Technology, CX and Operations.
• Translate customer insights into measurable business improvements and outcomes.

Skills

Digital strategy

Roadmaps

A/B testing

KPI analysis

Stakeholder management

Education

Undergraduate degree or professional certifications

Job description

Work Location: Mount Laurel, New Jersey, United States of America

Hours: 40

Pay Details: $91,000 - $145,600 USD

Line of Business: Digital

Job Description:

The Digital Manager manages end to end creation, execution and documentation of long term / multi-year business strategy and roadmaps. Acts as source for developing new and innovative set of business capabilities. This role is responsible for contributing to Digital business strategies through the development of business roadmaps and/or KPIs/targets, working closely with a specific business unit or segment to enhance/optimize digital customer journeys.

Depth & Scope:

Highly seasoned professional role requiring substantial knowledge / expertise in a complex field and knowledge of broader related areas Integrates knowledge of the enterprise sub-function’s or business line’s overarching strategy in developing solutions across multiple functions or operations Interprets internal/external business challenges and the industry environment, recommends course of action and best practices to improve products, processes or services Acts as a technical expert / lead integrating cross-function understanding within their own field of specialty; may manage team(s) of related specialists Leads cross-functional teams or projects with significant resource requirements, risk and / or complexity Independently manages end-to-end functional programs Solves or may lead others to solve complex problems; leads efforts or partners with others to develop new solutions Uses sophisticated analytical thought to exercise judgement and identify solutions Impacts the achievement of sub-function or business line objectives within the area they are accountable for Work is guided by policies and industry standards/methods Communicates difficult concepts; converts information to compelling business context and advice; influences and gains alignment across increasingly senior stakeholders Works autonomously as the lead and guides others within area of expertise

Education & Experience:

Undergraduate degree or relevant professional certifications, designations, or equivalent required 7+ years relevant experience

Preferred Qualifications:

• Deep understanding of digital customer behavior, experience optimization, and conversion rate optimization (CRO) methodologies. Demonstrated experience identifying friction points and translating customer insights into measurable business improvements.
• Strong analytical mindset with the ability to leverage customer, channel, and performance data to uncover opportunities and prioritize actions.
• Experience developing and executing experimentation roadmaps, including A/B & Multivariate testing, personalization, and journey optimization.
• Proven ability to connect customer experience improvements to key business outcomes such as adoption, engagement, conversion, retention, and revenue growth.
• Skilled at synthesizing insights from multiple sources including VOC, web analytics, customer research, competitive benchmarking, and operational data.
• Strong strategic thinking and problem-solving capabilities, with the ability to balance customer needs, business priorities, and technical constraints.
• Excellent stakeholder management skills, with experience leading cross-functional initiatives across Product, Marketing, Analytics, Technology, CX, and Operations teams.
• Effective communicator who can translate complex data and optimization opportunities into compelling business recommendations for senior leaders.

Customer Accountabilities:

• Develops and executes the long-term strategic plan and associated roadmaps for the capabilities assigned, ensuring they align with the broader Digital vision
• Provides the recommended sequencing for change and delivery of the new / existing capabilities assigned
• Develops new functionalities to complement current customer communication channels
• Interacts, collaborates and helps influence peers and business partners to ensure alignment to the long-term strategic plan and associated roadmaps of the capabilities assigned
• Proactively positions the capabilities assigned with senior leaders to actively understand and address evolving business needs
• Understands qualitative and quantitative business levers to influence change; optimize the complete customer journey through process, technology, and customer experience improvements
• Supports customers' banking needs in their channel of choice with a focus on migrating sales and servicing transactions from assisted channels to Digital

Shareholder Accountabilities:

• Adheres to enterprise frameworks or methodologies that relate to Digital activities within the business area
• Drives the successful execution of the end-to-end lifecycle of assigned key business capabilities including the end to end financial ownership, ongoing optimization (people, process, enablers), ongoing sustainment oversight including user adoption and engagement
• Supports Senior Management as a subject matter expert for delivering the next evolution of key capabilities
• Sets and drives achievement of digital sales and servicing targets, optimizing distribution between assisted channels and Digital
• Attends and participates in internal and external industry committees and/or conferences for capabilities assigned
• Identifies and manages risks (market, operational, technology) associated with the business area
• Identifies and implements process improvements that reduce costs or create capacity within capabilities assigned
• Manages vendor partners, as applicable, to obtain assistance in defining capabilities and roadmap for the business
• Works with partners to ensure all tools are in place for successful sustainment of the capabilities assigned; Oversees the development of operations / sales / technology support tools and templates for impacted employees; Ensures communication and change management strategies are in place
• Is the point of contact for the business and various business partners, like Marketing, Project Delivery, Technology Delivery, Operations, etc. on any day-to-day inquiries or BAU changes
• Clearly defines capability success metrics around overall effectiveness for capabilities assigned and track progress
• Develops portfolio dashboard, for capabilities assigned, that could include testimonials and portfolio metrics for reporting to business lines; the report would include successes and challenges and trends frequency of reporting
• Actively seeks feedback from users and support areas including the various business partners like Project Delivery, Technology Delivery, Operations, etc.
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Protects the interests of the organization – identifies and manages risks, and escalates non-standard, high risk initiatives / activities as necessary
• Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Manages through ambiguity, lead Planning efforts through PI Planning and other Agile efforts

Employee/Team Accountabilities:

• Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues / points of interest
• Provides thought leadership and/or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unit
• Keeps current on emerging trends / developments and grows knowledge of the business, related tools and techniques
• Participates in personal performance management and development activities, including cross training within own team
• Keeps others informed and up-to-date about the status / progress of projects and/or all relevant or useful information related to day-to-day activities
• Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices
• Leads, motivates and develops relationships with internal and external business partners / stakeholders to develop productive working relationships
• Contributes to a fair, positive and equitable environment that supports a diverse workforce
• Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% Domestic Travel - Occasional International Travel - Never Performing sedentary work - Continuous Performing multiple tasks - Continuous Operating standard office equipment - Continuous Responding quickly to sounds - Occasional Sitting - Continuous Standing - Occasional Walking - Occasional Moving safely in confined spaces - Occasional Lifting/Carrying (under 25 lbs.) - Occasional Lifting/Carrying (over 25 lbs.) - Never Squatting - Occasional Bending - Occasional Kneeling - Never Crawling - Never Climbing - Never Reaching overhead - Never Reaching forward - Occasional Pushing - Never Pulling - Never Twisting - Never Concentrating for long periods of time - Continuous Applying common sense to deal with problems involving standardized situations - Continuous Reading, writing and comprehending instructions - Continuous Adding, subtracting, multiplying and dividing - Continuous

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 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 base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

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. 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.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at [e-mail].

Our Values

At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Our Commitment to Diversity, Equity, and Inclusion

At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Helping to Make an Impact in Communities – TD Ready Commitment

TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities. Learn more: Canada | US | Europe & Asia Pacific