Manager, Digital Performance & Customer Success

Job Description:

Department Overview:

The Digital Performance and Customer Success team aims to foster excellence in digital sales, servicing, and engagement by taking a data-driven approach to continuously optimizing our digital customer experiences.

The successful candidate will work as part of a cross-functional team in driving sales, servicing, and engagement performance within CPB. They will partner closely with members of CC&PL / ES&I, AI2, Marketing, and Digital Transformation teams to develop, and implement strategies to drive performance for both existing and new-to-bank customers to deliver upon CPB's digital OKRs and KPIs. The successful candidate will have a performance-focused mindset, experience in owning and delivering upon commercial OKRs, and a bias towards action while leading and collaborating with cross-functional teams.

Accountabilities:

The successful candidate will be focused on driving digital sales and conversion goals as the team strives to meet their performance-focused OKRs and position as a digital leader within the financial services industry.

Accountabilities of this role include but are not limited to the following:

• Owning digital metrics related to sales, servicing, and engagement performance. Will include supporting planning and forecasting discussions, and integrating into sales and performance-related forums to establish and own appropriate goaling, tracking, and sharing of relevant OKRs and KPIs
• Identifying strategic insights as well as opportunities for improvement (optimizations, A/B tests, multivariate tests, etc.) from customer data, including external benchmarks, competitive analysis, sales and experience funnel reporting and analysis, complaints, and LEI verbatims.
• Supporting the development and execution of a digital performance strategy for sales, servicing and engagement, with a keen focus on the customer, and delivering exceptional, human-centered experiences.
• Driving digital acquisition via N2B customers, as well as deepening efforts amongst existing customers
  
  
  • Partnering with Journey/Product teams, Marketing, and relevant Digital Transformation Teams (i.e. Public Site, EasyApply, Mobile, Protect, etc.) to identify, prioritize, and execute digital performance-driving initiatives across sales, servicing, and engagement. This will include:
    
    
    • Increasing high-quality digital traffic and leads via Search Engine Optimization (SEO), Search Engine Marketing (SEM), display advertising, and targeted Marketing initiatives
    • Improving on-page and tool/calculator performance on key CPB pages on TD.com via content and design improvements
    • Driving enhancements and optimization to maximize in-funnel conversion and the performance of existing sales/servicing/engagement assets and capabilities
    • Identifying and executing against opportunities to support post-sale account quality (i.e. improving frozen-to-active rate, funding rate, etc.)
• Supporting the development of medium and long-term digital roadmaps by sharing key insights, and opportunities for new capability builds that will support TD's long-term digital aspirations, and position TD as a digital leader
• Understanding and consulting on the impact of net new capabilities to digital performance in order to ensure continuous growth and improvement once launched

Specific Educational Requirements:

• Undergraduate degree and/or product certificate required
• Graduate degree considered an asset
• 7+ preferred years of relevant experience
• Scaled Agile Framework (SAFe) certifications and/or experience operating in scaled agile environment considered an asset

Other Qualifications/Skills/Experience:

• Previous experience in owning, developing, and executing with excellence on strategies and roadmaps that deliver superior and sustained commercial outcomes
• Strong commercial acumen and analytical skills, as well as an understanding of how to deliver results that balance commercial success and customer experience
• Proven ability in leading high-performing cross-functional teams, and to work effectively with stakeholders across the organization
• Ability to influence and align others at multiple levels while challenging status quo
• Experience in taking a data/OKR-driven approach to prioritizing initiatives across multiple priorities and stakeholders to drive business and customer value
• Strength in optimization and testing, with proven experience in building innovative, end-to-end digital customer experiences an asset
• Understanding of global best-in-class digital experience both within and outside of the banking industry
• Bias towards identifying and actioning opportunities for continuous growth
• Ability to create clarity and lead through change and ambiguity
• Experience working within an agile working model
• Effective verbal and written communication skills
• Previous digital experience is an asset

#LI_Commercial

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet