Work Location

Toronto, Ontario, Canada

Hours

37.5

Pay Details

$200,000 - $250,000 CAD

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.

Job Description

Role purpose : Lead TD Bank Group’s enterprise Human Centred Design practice, setting the vision, strategy and standards for industry-leading customer experiences across products, services, platforms and journeys.

Reporting lin e: This role reports to the Senior Vice President, Client Experience.

Primary partnerships : Journey and segment leaders, platform and product leaders, Technology, business segments, Brand, Legal, Compliance, Privacy, Risk and other enterprise partners.

Enterprise experience strategy and vision

- Set and articulate the enterprise vision for future customer experiences and for the Human Centred Design practice.
- Develop and lead industry-leading experience strategies and designs that support TD at the enterprise level.
- Build and sustain a best-in-class practice grounded in user-centred design, execution and strategy approaches.
- Provide thought leadership on customer experience, strategy and design, translating the vision into practical priorities and outcomes.

Design leadership and customer advocacy

- Ensure consistency, quality and brand alignment across design experiences and deliverables for products, services and channels.
- Lead enterprise experience innovation and the design of platforms and journeys.
- Champion customer empathy and advocate for customer needs, embedding customer-centric problem solving across the organization.
- Oversee the capabilities required to design, prototype, validate, communicate and deliver strong user experiences, including experience strategy, interaction and visual design, customer experience management, copywriting, prototyping, design research, design thinking, facilitation and design operations.
- Embed and scale AI-enabled ways of working across the Human Centred Design practice to improve speed, quality and throughput while supporting responsible and effective use.

Enterprise delivery and partnership

- Partner with journey and segment leaders to align business strategy and design deliverables and deliver strong customer outcomes.
- Work with platform and journey leaders to advance innovation across products, services and other customer experiences.
- Partner closely with Technology and business segment leaders to enable effective delivery and execution of initiatives.
- Balance experience, business value, legal, compliance, privacy and risk considerations, ensuring decisions align with TD’s risk appetite.
- Influence decisions at senior levels and help shape an organizational culture that recognizes and unlocks the value of design.
- Establish a value realization framework that clearly articulates the business value, customer outcomes and client effort associated with experiences designed and delivered.

Practice, people and financial leadership

- Lead and develop a diverse team of design professionals, attracting and retaining the capabilities required to deliver business results.
- Set goals, manage performance and compensation decisions, develop talent, promote teamwork and address employee matters as required.
- Establish an effective operating model for the design practice, including clear standards, governance, prioritization and design operations.
- Manage project and persistent pod budgets during execution, aligning financial and human resources to enterprise priorities.
- Create an inclusive, high-performing setting that supports collaboration, accountability, creativity and continuous learning.

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 re

📌 VP, Human Centered Design (Toronto)
🏢 TD
📍 Toronto