Senior Group Manager, Customer Experience and Insights (US)-CCUL Partnerships

Work Location:

Hours:

Pay Details:

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.

Line of Business:

Job Description:

The Senior Group Manager, Customer Experience and Insights leads a team of marketing research and consumer insights professionals in the development and execution of marketing and business plans/programs/projects/strategies by designing and delivering marketing solutions/insights consistent with TD’s marketing standards and strategies, and in support of business results, customer engagement and experience.

Depth & Scope:

• Provides people management leadership by hiring the top talent with deep subject matter expertise in consumer insights, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Oversees and leads a large and/or highly complex/diverse marketing insights function of significant scope, while growing talent, developing skills and capabilities to achieve career goals, support project/initiative success and achieve business results
• Provides coaching, mentorship and guidance to practitioners, business, executives within area of expertise
• Manages and oversees the overall discipline and strategy for the respective SME areas while aligning to the industry and enterprise best practices
• Strategic partner to leadership team on the management of the portfolio and financials, with deep industry, external/internal, enterprise knowledge, recognizing and anticipating emerging trends and identifying operational efficiencies and opportunities with other business management/enterprise areas
• Facilitates key strategic discussions and provides thought leadership to executive audience based in consumer understanding and insights (output may include strategic roadmap and/or deliverables/frameworks/short to long term goals etc.)
• Sets insights design and implementation direction and collaborates with others to execute on common goals
• Focuses on longer-range planning for functional area (e.g. 12 months or greater)
• Develops internal and external customer, brand and experience research, insights and analyses, which helps shape corporate and business level strategies and decisions through primary and secondary research, synthesis of insights analysis, and innovation
• Works closely with internal business, marketing and external partners to understand key business issues and proactively provides thought leadership, insight guidance and subject matter expertise
• Responsible for all stages of the insight process - working with internal partners to scope out business objectives, translating objectives into research plans, configuring the optimal research design, developing questionnaires/discussion guides, and building compelling presentations for senior/executive level internal clients
• Drives innovation throughout the insights process by proactively seeking out and trying new, innovative research techniques. Seeks out efficiencies by aggregating and synthesizing existing information sources to surface new insights that address business and marketing needs
• Develops and maintains strong working relationships with analytics and insights areas and approved external vendors and leverages their expertise and experience to deliver high quality insights to the business
• Responsible for overall project management including timelines, budgets, providing cross-functional stakeholder updates and getting alignment at key decision points

Education & Experience:

• Undergraduate degree or relevant professional certifications, designations, or equivalent required; Master's Degree in Marketing Research or related field is a plus.
• Minimum of 10+ years professional experience in any of the following areas: consumer insights, marketing research, brand/product management, management consulting, business analysis
• Strong business acumen and business consulting skill set. Business minded individual who understands how data and insights can be leveraged for business impact
• Proven ability to think and operate at a strategic level, however comfortable with details and guiding the execution of data analysis and market research
• High level of comfort working on initiatives that are less defined and do not have established processes or parameters. Demonstrated ability to build strategic plans and develop clear roadmaps to deliver against strategies and priorities
• Strong self-starter who takes initiative and is able to identify new opportunities and have the drive and ability to bring them to life
• Strong aggregation and synthesis skills with an ability to take complex concepts and data and build a compelling story and narrative that is data driven and grounded evidence
• Demonstrated leadership and ability to lead and influence cross-functional projects
• Strong project management skills. Ability to lead and manage multiple projects and initiatives at once. Strong multi-tasking skills and working well under pressure
• Confident interacting and presenting to stakeholders and partners at all levels including Senior and Executives. Ability to distill insights into business decisions and outcomes
• Ability to design creative and visual reports and presentations to effectively communicate results and findings from data and insights projects/initiatives
• Financial services experience an asset
• Experience managing and developing high performing teams

Customer Accountabilities:

• Oversees/leads the development of marketing insights solutions to address enterprise/business needs/plans, ensuring alignment with internal marketing standards and/or goals
• Oversees/leads the delivery and management of programs/project plans by assigning and tracking workgroup projects, ensuring established processes are followed, and delivering all projects on strategy, on time, on budget and error free
• Evaluates the impact of marketing solutions on the achievement of enterprise/business results, and ensures marketing solutions/initiatives are strategically sound and consistent with TD’s customer experience and brand image; ensures a high level of service by setting clear standards and continuously assesses the effectiveness of programs, processes and documentation, and incorporates lessons learned into current and future projects/programs
• Provides input and works with Integrated Marketing Planning and across marketing on cross-functional plans/projects/programs/initiatives; understands marketing disciplines and how they link together to deliver integrated solutions
• Develops and manages good working relationships and maintains open dialogue with key internal/external business partners and stakeholders to ensure adequate execution of project deliverables
• Actively works to resolve escalated issues and manages changes within the project/program/initiative
• Evaluates the effectiveness of corporate marketing processes/services and recommends/champions possible enhancements
• As a recognized expert within own field of expertise, provides advice and guidance to employees and business partners on customer experience, maintaining the brand image, standards, application and execution within area of expertise
• Maintains an understanding of TD businesses and products, keeps current with key business initiatives/issues/developments within TD, emerging strategies, capabilities and/or trends in the industry field of expertise to deliver effective marketing solutions

Shareholder Accountabilities:

• Works closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverages TD’s operating model to maximize efficiency, effectiveness and scale
• Plans and executes on strategic activities, reviews and communicates results, and adjusts tactics accordingly
• Executes on the annual business plan to deliver results aligned with business strategies
• Manages overall budget, revenue and expenditures, meets business objectives while increasing efficiency and effectiveness
• Proactively identifies key business opportunities, researches and recommends enhancements/modifications, develops strategies to achieve recommendations and works closely with team to execute and implement
• Can improve or create new processes for the organization, with a medium to longer term impact
• Monitors and communicates the effectiveness of strategies, programs, and practices related to own area of expertise
• Protects the interests of the organization; identifies and manages risks, and escalates non-standard, high risk transactions/activities as necessary
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
• Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Ensures employees are knowledgeable; and assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

Employee/Team Accountabilities:

• Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty
• Develops annual and/or long term plans for own area and influences plans well beyond area managed
• Develops a team of marketers in all aspects of the marketing competencies and acts as resource and mentor to others
• Responsible for management of the overall team providing both leadership and guidance
• Sets targets and objectives for the team, and delivers results
• Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered
• Leads a high performing team; provide on-going feedback and performance reviews, coaches and develops employees and ensures performance management activities are undertaken and provides regular input into employee assessments and development plans
• Leads the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner
• Manages employees in compliance with all human resources policies, procedures and guidelines of conduct
• Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams
• Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes
• Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Establishes and fosters a cohesive team; promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
• 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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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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 base salary and variable compensation/incentiveawards (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. 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.

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

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 [email protected]. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.