Manager, Customer Experience - Toronto, Canada - TD Bank

TD Bank

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Manager, Customer Experience - Voice of the Customer Program:

BR

Job Category - Primary

Marketing

Work Location

TD Centre
North 77 King Street West

Employment Type

Regular

City

Toronto

Time Type

Full Time

Province/State

Ontario

Hours

37.5

Workplace Model

Hybrid

Pay Details

Department Overview

The Customer Experience and Consumer insights (CX&I) Team are enterprise change agents who champion the voice of our customers today and tomorrow.

Our vision is to enrich customer's lives by ensuring every decision starts and ends with the customer. Our mandate is to influence and instigate customer-centric decisions by entrenching CX focus and prioritization across the organization.

We are a high performing team who measures our success by our progress against four strategic pillars:

Championing Distinctive Moments along/across the Customer Journey
Own Best-InClass Customer Measurement & Consumer Insights
Deliver Integrated / Holistic Customer Insights
Innovate for Continuous CX Improvement & Competitive Advantage

Guided by a bold CX vision, framework and guiding principles - this team influences TD-wide customer strategies through the development and day-to-day management of a customer experience strategy and best in class measurement, creating a holistic view of the customer and collaborating across TD to elevate the voice of the customer in everything that we do.

Members of the CX&I team demonstrate an unwavering dedication to development and success of the customer experience.

The CX&I team brings together a diverse range of technical, business and customer expertise including market research, customer strategy, measurement expertise, data analysis, customer experience delivery and execution, management consulting, communications, and competitive intelligence.

Primary Purposes of the Team:

The Voice of the Customer (VoC) team ensures all of TD's CX Measurement programs operate flawlessly.

Today these sources include the Legendary Experience Index (LEI) and will soon expand to include Journey and Relationship based measurement programs.

The LEI Program.

The VoC Team is accountable to:

Lead initiatives to automate, maintain, and enhance our LEI programs. The team works closely with segment CX partners and our vendor to prioritize enhancements and program change requests with the goal to ensure that CX feedback is reliable, accurate, and actionable.
Ensure the vendor and LEI programs are in compliance with all applicable regulatory requirements in partnership with Control partners and the vendor management team.
Establish annual LEI Targets for Composite Programs (e.g., TD Insurance, TD Wealth, Business Banking) and subcomposite programs such as TDCT Branch, Phone and Digital and TD Bank Store, Phone and Digital.
Deliver accurate and timely LEI reporting to partners including the official book of record for LEI scores to HR and Finance teams for the purposes of reporting, scorecards, and incentive compensation.
Support regular and ad hoc LEI data analysis & insights requests from within TD.
Provide oversight to the LEI programs and work with internal and external audit and control partners to prove that our automated processes are accurate and reliable.

Future CX Measurement Programs.

The VoC Team is accountable to:

Build the plan to run, maintain, and enhance the measurements in partnership with the Senior Managers of CX Measurement Strategy & Insights and CX Measurement Capabilities.

The team consists of a Senior Manager, four Program Managers, an Associate Manager and a Marketing Associate.

Job Details
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Specific Accountabilities

Leads for LEI program governance work and responds to regulatory requirements (e.g., Bill C86, Bill C64) to ensure LEI programs comply.
Maintains up to date LEI Policy & Procedures and socialize with CX Business partners periodically.
Supports Control partners (e.g., HR, Compliance, Privacy etc.) with LEI enquiries and internal/ external audits.
Works closely with Vendor Management and Technology/Platform to ensure the vendor continues to meet the needs of TD and push for greater operational efficiencies and added value.
Develops/ updates the LEI survey escalation guidelines/ criteria and actions derogatory LEI verbatims with CX Business partners to protect colleagues while also maintaining LEI program integrity.
Works collaboratively with CX Business partners and the vendor on survey escalations, program builds, enhancements, and overall project prioritization. They'll leverage their expertise to help CX partners efficiently find solutions to their CX Measurement issues.
Maintains the high credibility of the LEI program through maintenance and enhancements, and ensuring the program is run according to our documented policy and processes.
Works closely with the vendor to ensure that they're continuing to meet the needs of TD, our inte