Work Location & Hours Toronto, Ontario, Canada – 37.5 hours per week. Line of Business & Compensation Marketing. Salary range: 96,900 – 136,800 CAD. Overview The North American Customer Experience & Insights (CXI & I) team drives customer‑focused action and accountability at TD. Using an outside‑in perspective, the team shapes strategies, CX focus, and execution across TD’s operations. As an enterprise COE, it leverages market research, voice of customer, journey design, process design, and program management to deliver both customer and business value. Reporting To Assistant Vice President, CX Measurement & Value. Key Responsibilities Data Integration & Connectivity – develop an integrated view of customer experience performance by connecting customer feedback, behavioural, operational, employee, financial, and external data sources; identify meaningful relationships across datasets to better understand drivers of customer and business outcomes. Advanced Analytics & Insight Generation – leverage modern analytical techniques to identify trends, drivers, opportunities, and emerging issues; partner with analytics and AI teams to develop innovative approaches that strengthen insight generation and decision support while maintaining the ability to independently perform complex analyses where required. Enterprise Reporting & Measurement – lead the design and evolution of integrated reporting, dashboards, scorecards, and performance measurement frameworks that provide a holistic view of customer experience performance across TD. AI & Measurement Innovation – identify opportunities to leverage AI, automation, predictive analytics, and emerging technologies to improve how insights are generated, connected, and activated; maintain awareness of evolving industry practices and emerging capabilities that can strengthen TD’s measurement ecosystem. Business Partnership & Influence – partner across business lines, analytics teams, technology teams, and external partners to understand business priorities, identify analytical opportunities,



and ensure insights are translated into meaningful actions and decisions. Strategic Storytelling & Activation – transform complex analyses into clear, compelling executive‑ready narratives that support prioritization, planning, and decision‑making across all levels of the organization. Critical Leadership Abilities Strategic Thinking – connect multiple sources of information to identify patterns, opportunities, and emerging trends that influence customer and business performance, balancing immediate reporting needs with longer‑term modernization opportunities. Driving Results – proactively identify opportunities, influence action, and support data‑driven decision‑making, ensuring insights lead to tangible outcomes and meaningful improvements. Collaborative Influence – work across business, analytics, technology, and customer experience teams to develop a shared understanding of performance, challenge assumptions, influence decisions, and build credibility through data‑driven storytelling and strong relationships. Innovation & Curiosity – demonstrate a passion for modern analytics, emerging technologies, AI, and new ways of working, continuously seeking opportunities to evolve how data, insights, and measurement capabilities are leveraged across the organization. Ideal Experience 5‑8+ years of experience in analytics, business intelligence, customer insights, customer experience measurement, data science, consulting, strategy, or related analytical disciplines. Demonstrated experience working with large, complex datasets from multiple sources and developing integrated views of performance. Experience building executive reporting, dashboards, scorecards, measurement frameworks,



and insight solutions. Proven ability to connect analytical findings to business decisions and strategic priorities. Experience influencing stakeholders and building relationships across diverse business and functional teams. Experience working with contemporary analytics, reporting, and visualization platforms. Experience in financial services, customer experience, consulting, analytics, or related environments would be considered an asset. Technical Skills Advanced analytical and problem‑solving capabilities. Strong understanding of data integration, reporting, measurement, and analytical methodologies. Proficiency with tools such as SQL, Python, R, Tableau, Power BI, Databricks, Snowflake, SAS, or equivalent analytical platforms. Ability to independently conduct exploratory analysis, develop hypotheses, identify drivers, and generate actionable insights. Understanding of predictive analytics, AI‑enabled analytics, machine learning concepts, and emerging data science techniques. Skill in partnering with data scientists, engineers, and analytics teams while translating technical outputs into business‑focused recommendations. Professional Skills Strong intellectual curiosity and passion for data, analytics, and innovation. Exceptional communication, presentation, and executive storytelling capabilities; able to simplify complex concepts and communicate effectively with both technical and non‑technical audiences. Proven relationship builder with strong stakeholder management and influencing skills. Self‑starter with a continuous improvement mindset and a strong bias toward action. Comfortable operating in ambiguity and helping shape new capabilities, processes, and approaches. Benefits TD offers a comprehensive Total Rewards package that includes base salary, variable compensation, health and well‑being benefits, retirement programs, paid time off, banking advantages and discounts, career development, and reward and recognition programs. #J-18808-Ljbffr

📌 Senior Manager, Customer Experience And Insights (Toronto)
🏢 TD Bank
📍 Toronto