Customer Experience Strategy Lead

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$115,400 - $173,160 USD

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:

Enterprise Enabling Functions

Job Description:

The Customer Experience Strategy Lead within the US Consumer Bank Customer Experience team is responsible for shaping and delivering a comprehensive, omnichannel customer experience strategy aligned to TD’s brand promise. This role serves as the voice of the customer and drives end-to-end improvements across the customer journey by translating customer insights into prioritized initiatives, business cases, and measurable outcomes. The role partners closely with other Product Owners, cross-functional stakeholders, and senior management to establish a clear CX vision, champion customer interests, and foster a culture of continuous improvement and innovation.

Key Responsibilities include: Driving Customer Experience (CX) vision, strategy, and execution across the US Consumer Bank. Champion a unified, customer-centric mindset across teams and promote continuous improvement and innovation by translating customer insights and CX performance into clear recommendations, decisions, and actions. Influence senior leaders through clear CX vision, insights, and business cases, and ensure CX initiatives remain aligned to enterprise and line-of-business goals.

•  Understand end-to-end customer journey moments across acquisition,    onboarding, engagement, servicing, and retention, providing insight into irritants and opportunities.
• Serve as the voice of the customer by identifying, analyzing, and prioritizing key customer pain points and systemic issues across digital, retail, contact center, and servicing interactions.
• Lead customer journey mapping and touchpoint optimization to improve satisfaction, loyalty, and business outcomes.
• Conduct discovery, documentation, and research to design future-state omnichannel experiences, partnering with product, channel, marketing, operations, and technology teams.
• Analyze CX trends, feedback, and performance data to quantify opportunities and build data-backed business cases that inform investment decisions and prioritization.
• Support existing framework for capturing and continuously assessing customer feedback, and for tracking progress against CX goal

Depth & Scope:

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Deep expertise requiring significant in-depth and/or breadth of expertise in a complex field and knowledge of broader related areas
• Accountable for specialized product development support based on deep product expertise and expert knowledge of Agile/Scrum processes, roles and practices
• Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work
• Integrates knowledge of the enterprise function’s or business segment’s overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertise
• Anticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvements
• Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties
• Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field
• Requires innovative thinking to develop new solutions
• Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment
• Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a