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executive director - financial, communications and other business services

Title posted on CareerBeacon - Senior Manager, Customer Experience & Community Relations

Posted on June 07, 2025 by Employer details TD Bank

Job details

Work Location:Toronto, Ontario, CanadaHours:37.5Line of Business:Sales &amp; Customer Distribution SupportPay Details:$108,800 - $163,200 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:Department OverviewBusiness Banking Divisional Office supports Business Bankers in the pursuit of being the number one Business Bank in Canada. As part of the Business Banking Divisional Office, the Customer and Colleague Engagement Strategy team is responsible for creating effectiveness and engagement strategies for our Better Business Bankers through communications, colleague engagement, management, learning and development, customer experience, performance management and events. We work closely with our partners in Divisional Office, CAPA, Marketing, Digital, HR, Finance, AI2 and Colleague Experience to ensure alignment of objectives and the successful execution of programs and initiatives to promote positive colleague and customer experience.Job DescriptionReporting to the AVP, Customer and Colleague Engagement Strategy (CCES), the Senior Manager, Customer Experience &amp; Community Relations will be responsible for managing the Legendary Experience Index (LEI), advocating for the Enterprise CX Standard, Community Relations program aligned to the TD Ready Commitment, and identifying opportunities to elevate the overall customer experience across Canadian Business Banking.The role involves creating and implementing initiatives according to the objectives of their annual plan related to customer experience and community relations activities, in alignment with the CCES strategic plan.Key AccountabilitiesCustomer ExperienceDevelop and own the customer experience strategy for Canadian Business Banking, identifying opportunities to elevate the overall end-to-end customer experience.Deliver the Legendary Experience Index program, including annual goal setting, generating monthly reporting and insights, and managing the Medallia vendor relationship.Ensure alignment of required stakeholders to business decisions.Act as the subject matter expert on internal and external customer satisfaction surveys, including LEI and J.D. Power.Advocate for the Enterprise CX Standard to be utilized within the Journeys to keep the customer experience top of mind, including oversight of customer communication saturation.Liaise with other SMEs, internally and externally, to understand and interpret applicable standards relating to program administration.Build relationships with customer experience leadership across lines of business to share and learn best practices/insights.Responsible for managing a champion network to train and coach Business Bankers on best practices to elevate customer experience; customer awareness, data accuracy and sample size.Partner with operation teams (Customer Care, Operational Excellence and Capabilities, iD8) to identify and influence prioritization of customer irritants with key stakeholders.Responsible for ensuring effective communication to employees and/or leaders regarding opportunities to improve work processes and find efficiencies that impact customer experience.Community Relations Develop and own the community relations strategy for Canadian Business Banking, annual budget setting and management of the program.Act as the subject matter expert on the