Work Location: Toronto, Ontario, Canada Hours: 37.5 Line of Business: Sales & Customer Distribution Support Pay Details: $108,800 - $163,200 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: Department Overview Business Banking Divisional Office supports Business Bankers in the pursuit of being the number one Business Bank in Canada. As part of the Business Banking Divisional Office, the Customer and Colleague Engagement Strategy team is responsible for creating effectiveness and engagement strategies for our Better Business Bankers through communications, colleague engagement, management, learning and development, customer experience, performance management and events. We work closely with our partners in Divisional Office, CAPA, Marketing, Digital, HR, Finance, AI2 and Colleague Experience to ensure alignment of objectives and the successful execution of programs and initiatives to promote positive colleague and customer experience. Job Description Reporting to the AVP, Customer and Colleague Engagement Strategy (CCES), the Senior Manager, Customer Experience & Community Relations will be responsible for managing the Legendary Experience Index (LEI), advocating for the Enterprise CX Standard, Community Relations program aligned to the TD Ready Commitment, and identifying opportunities to elevate the overall customer experience across Canadian Business Banking. The role involves creating and implementing initiatives according to the objectives of their annual plan related to customer experience and community relations activities, in alignment with the CCES strategic plan. Key Accountabilities Customer Experience Develop and own the customer experience strategy for Canadian Business Banking, identifying opportunities to elevate the overall end-to-end customer experience. Deliver the Legendary Experience Index program, including annual goal setting, generating monthly reporting and insights, and managing the Medallia vendor relationship. Ensure alignment of required stakeholders to business decisions. Act as the subject matter expert on internal and external customer satisfaction surveys, including LEI and J.D. Power. Advocate for the Enterprise CX Standard to be utilized within the Journeys to keep the customer experience top of mind, including oversight of customer communication saturation. Liaise with other SMEs, internally and externally, to understand and interpret applicable standards relating to program administration. Build relationships with customer experience leadership across lines of business to share and learn best practices/insights. Responsible for managing a champion network to train and coach Business Bankers on best practices to elevate customer experience; customer awareness, data accuracy and sample size. Partner with operation teams (Customer Care, Operational Excellence and Capabilities, iD8) to identify and influence prioritization of customer irritants with key stakeholders. Responsible for ensuring effective communication to employees and/or leaders regarding opportunities to improve work processes and find efficiencies that impact customer experience. Community Relations Develop and own the community relations strategy for Canadian Business Banking, annual budget setting and management of the program. Act as the subject matter expert on the TD Ready Commitment and processes related to charitable and corporate sponsorships. Liaise with other SMEs, internally and externally, to understand and interpret applicable standards relating to program administration. Job Requirements Passion for continuously improving the customer and colleague experience. Demonstrated business acumen to translate concepts and strategies into successful projects and day-to-day activities. Ability to navigate and leverage internal relationships and functional areas across the organization, with a proven ability to get things done. Highly motivated individual with a proven track record of delivering results through ambiguity. Able to deliver on multiple priorities and the requests of multiple executive stakeholders in a fast paced and very dynamic environment. Strong written and verbal communication skills. Proven ability to impact and influence results. Proven / strong conceptual, analytical, and problem-solving ability. Excellent presentation skills, with proven ability to manage by positive influence and work effectively with a number of senior stakeholders. Demonstrated excellence as a consensus builder, a self-starter, team player. Customer marketing research experience is a desired asset. Additional Information Undergraduate degree and/or 10+ years relevant experience 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 realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, 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 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. 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 organization 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 US Labor & Employment Posters | California Privacy | Accessibility | FAQ 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
