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manager, marketing

Title posted on CareerBeacon - Manager, Customer Experience and Insights

Posted on June 20, 2025 by Employer details TD Bank

Job details

Work Location:Toronto, Ontario, CanadaHours:37.5Line of Business:MarketingPay Details:$91,200 - $136,800 CADTD 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:The Manager, Customer Experience and Insights role is part of the Customer Experience &amp; Insights group (CX&amp;I) within Marketing. This group is a central source of customer insights and analysis which supports both Corporate and Business lines across TD Bank Financial Group in both Canada and the U.S. The CX&amp;I team's mandate is to act as enterprise change agents, who unapologetically champion the voice of the customer, to influence and inspire customer-centric decisions. This role will report to the Senior Group Manager Customer Experience Measurement and Benchmarking in Canada and is a full-time role based in Toronto, Canada. This is a hybrid role which includes working from home and working from the TD offices a minimum of 2 days a week.Overall Accountability:As the Manager, Customer Experience &amp; Insights, you will have full end-to-end ownership of our Enterprise CX Relationship study, including program design &amp; delivery, results analysis, and action planning with key business partners from across TD. In addition, you will lead other ad-hoc CX measurement and insights initiatives focused on building customer relationships and loyalty. This role is a unique blend of program management, in-depth analysis, and compelling storytelling, all aimed at supporting TD's overarching Relationship Bank strategy through continuous improvement in the experiences we deliver to our customers and clients.You'll be instrumental in translating complex data into actionable recommendations that directly enhance our customer experience. This is an exciting opportunity to influence at all levels and truly make a difference in how TD serves its customers.What You'll do:Lead CX Programs: Own the end-to-end delivery and management of critical CX programs, ensuring they are on time, on budget, and flawlessly executed.Design &amp; Execute Research: Spearhead both internal and external consumer research projects, from defining business objectives and crafting optimal research designs (including sample, weighting, and quota development) to developing questionnaires, discussion guides, and delivering compelling presentations to senior and executive stakeholders.Uncover Actionable Insights: Generate powerful, data-driven recommendations by synthesizing insights from various sources, including internal tracking programs, syndicated research, and ad-hoc analysis.Build Strategic Partnerships: Cultivate strong cross-functional relationships with internal partners to understand business challenges and proactively identify opportunities to enhance customer experience, providing thought leadership and subject matter expertise.Manage Vendor Relationships: Develop and maintain strong working relationships with approved external vendors to effectively manage, enhance, and modify programs.Ensure Program Excellence: Oversee respective programs to ensure they are well-managed, meet business needs, comply with internal and external requirements, and align with business priorities.Foster Collaboration &amp; Innovation: Actively seek new ways to collaborate with cross-functional teams across the enterprise,