TD Securities · 17 hours ago
Customer Experience Manager- Strategy & Insights
Mount Laurel, NJ
Full-time
Onsite
Mid, Senior Level
$91K/yr - $136K/yr
7+ years expTD Securities is one of the world's leading global financial institutions, and they are seeking a Customer Experience Manager to enhance customer journeys across all consumer channels. The role involves analyzing customer needs and preferences, managing marketing projects, and collaborating with cross-functional teams to improve customer satisfaction.
FinanceBankingFinancial Services
Responsibilities
Manages multiple marketing projects/programs/initiatives of moderate scope and complexity
Highly seasoned marketing insights 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 subject matter expert/lead integrating cross-function understanding within their own field of specialty
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 and insights thought leadership 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
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
Designs, develops and executes marketing solutions to address marketing/business needs/plans/strategies, to support a positive customer experience and the brand, ensuring alignment with internal marketing standards/goals
Reviews, understands and ensures marketing solutions/initiatives are strategically sound and consistent with TD’s customer experience and brand image
Manages assigned projects from scoping/briefing to launch/fulfillment, following established processes, privacy processes and visual/brand standards
Participates in project scoping and preplanning sessions, proactively providing partners with advice and expertise on recommended tactics and marketing solutions
Works with marketing partners and business units to develop appropriate customer insights for marketing briefs
Develops creative briefs that consistently adhere to product positioning where applicable and leverage internal/external marketing creative experts on the development of creative
Conducts internal/external Agency/Supplier briefing sessions and creative presentations to internal “clients”
Provides ongoing communication to ensure appropriate stakeholders are notified of progress or changes in program content, budget, direction, timeline or status and escalate as appropriate
Proactively acknowledges errors; notifies management promptly where appropriate, and works with team to resolve
Captures and shares lessons learned from projects/campaigns/initiatives to be incorporated in future
Delivers strong marketing communications on strategy, on time, on budget and error free
Develops and maintains an understanding of TD businesses, products, policies and processes to deliver and ensure effective marketing solutions
Delivers actionable recommendations based on insights generated through integration of multiple sources (e.g. internal customer experience tracking programs, syndicated research, ad hoc analysis, competitive monitoring, external centers of excellence)
Assesses the effectiveness of programs, processes and documentation; evaluates the impact of marketing solutions on the achievement of business results
Delivers and manages programs (e.g. customer experience) and/or project plans by assigning and tracking workgroup project ensuring established processes are followed, and delivering all projects on strategy, on time, on budget and error free
Manages the appropriate use of resources (i.e., people, budget, processes) within area of responsibility
Develops and manages good working relationships and maintains open dialogue with key internal and external business partners 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
Provides input and works with Marketing Planning to assist in the management of the Marketing calendar
Recognized within TD as an 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
Continuously enhances knowledge and keeps current with leading-edge and emerging strategies, capabilities and/or trends in own field of expertise and competitive landscape and drives innovation throughout the customer experience and insights process
Understands marketing disciplines and how they link together to deliver integrated solutions and enhanced customer experiences
Remains current with key business initiatives/issues and developments within TD
Participates in the annual planning cycle
Manages project budgets within forecasted spend
Arranges for timely billings, maintains progress billing standard and promptly communicates variances
Confirms quarterly forecast amounts (invoices and estimates) for quarterly budget lockdown
Identifies ways to increase production efficiencies in order to maximize marketing dollars spent on all marketing programs
Prioritizes and manages own workload to meet service level requirements for service and productivity
Adheres to enterprise frameworks or methodologies that relate to activities for respective business area(s)
Ensures respective programs/policies/practices are well managed, meets business needs, complies with internal and external requirements, and aligns with business priorities
Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate
Protects the interests of the organization – identifies and manages risks, and ensures the prompt and thorough resolution of escalated non-standard, high risk issues
Conducts internal and external research projects; supports the development/delivery of presentations/communications to management or broader audience
Conducts meaningful analysis at the functional or enterprise level using results to draw conclusions, makes recommendations, assesses the effectiveness of programs/policies/practices
Monitors service, productivity and assesses efficiency levels within own function and implements continuous process/performance improvements where opportunities exist
Applies subject matter expertise in the discipline, provides guidance, assistance and direction to others
Actively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements
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
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
Qualification
Required
Minimum of 7+ years professional experience in any of the following areas: consumer insights, marketing research, data analytics, brand management, brand measurement, product development, management consulting, business analysis
Undergraduate degree or relevant professional certifications, designations, or equivalent required
Strong technical skills in market research
Experience with a range of brand health and equity measurement, advertising/creative research, product development research, segmentation research, etc
Strong business acumen and business consulting skill set
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, and drive toward 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
Actively involved and well-connected in the consumer insights industry
Preferred
A Master's Degree in Marketing Research or related field is a plus
Experience with and understanding of brand concepts an asset
Product/Service management and innovation experience an asset
Financial services experience an asset
Openness to new and innovative methodologies an asset
Benefits
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
Reward and recognition
Company
TD Securities
TD Securities is an investment banking that offers global transaction, M&A advisory, foreign exchange, and equity research services.
5001-10000 employees
H1B Sponsorship
TD Securities has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (70)
2024 (49)
2023 (37)
2022 (31)
2021 (27)
2020 (30)
Funding
Current Stage
Late StageLeadership Team
Rona Ambrose
Deputy Chairwoman
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