Senior Group Manager – Customer Experience and Insights

Senior Group Manager – Customer Experience and Insights

Requirements

• Minimum 12 years of deep experience with marketing research / consumer research, customer experience research, or user design research.
• Minimum 5 years of leading people; minimum 2 years of leading teams of 5 individuals or more. Experience successfully leading remote teams is an asset.
• Deep technical skills in quantitative and qualitative research. Strong understanding of Brand measurement and Brand strategy required. Strong understanding of the US Banking industry and the financial needs of customers within the TD US footprint preferred.
• Demonstrated ability to connect consumer insights to business outcomes using research insights and internal data sources.
• Deep passion for leading teams and demonstrated ability to coach team members effectively with differing levels of experience and career objectives.
• Excellent written and verbal communication skills.
• Strong negotiation, persuasion and influencing skills. Demonstrated ability with convincing and persuading non-insights colleagues about the importance about doing research and explaining insights concepts to these audiences.
• Significant experience with interacting and presenting to stakeholders and partners at all levels including Executives.
• Propensity for creative problem solving and critical thinking. Resourceful, fast-moving, and nimble with a ‘can do’ personality. Demonstrated ability to work independently, successfully navigate ambiguity, and create clarity from uncertainty.
• Demonstrated ability to look at situations strategically whether that is providing advice to a team member looking across their body of work, looking across portfolios to identify patterns affecting multiple lines of businesses, or communicating insights to Executives.
• Strong self-starter who takes initiative and is able to identify new opportunities and have the drive and ability to bring them to life.
• Strong aggregation and synthesis skills with an ability to take complex concepts and data and build a compelling story and narrative that is data driven and grounded evidence.
• Ability to design creative and visual reports and presentations to effectively communicate results and findings from insights projects/initiatives.
• A curious mindset that is persistently interested in uncovering the ‘why’ behind the data that is collected and to continuously learn about the various subject matters.
• An openness and passion to seek out new ways of capturing customer feedback and insights.
• Deep understanding of financial services preferred. Demonstrated ability to successfully navigate large, complex organizations like TD required.
• Advanced experience with PowerPoint, Excel required. Working knowledge of SPSS an asset (but not required).

Responsibilities

• Lead a team of Consumer Insights professionals that delivers Brand, Citizenship, Sponsorship, ESG, Reputation, and US Product Insights.
• Provide ongoing thought leadership on the measurement and valuation of Brand including advising key businesses and partners on appropriate analytical approaches and techniques in a fast-paced environment.
• Evolve the framework and methodologies for advertising creative development, testing and measurement, and ensure a consistent approach across all businesses.
• Enabling the team through project-level prioritization, escalation, and conflict resolution. This includes identifying and resolving barriers that affect the Consumer Insights practice at TD.
• Identifying development opportunities and coaching the individual members of the team to support their continued development and career growth as modern consumer insights professionals.
• Innovating the Consumer Insights practice at TD. This includes testing new Consumer Insights methodologies and identifying opportunities to optimize existing processes.
• Oversight and direct management of strategic consumer insights projects. This can include participating at the Working Team level on these projects.
• Developing and maintaining strong relationships with stakeholders at the Senior Manager, AVP, and VP levels. Working collaboratively and effectively with stakeholders throughout the organization including Marketing, Product, and Governance & Control.
• Advocating for and building awareness of the Consumer Insights practice at TD. Communicating the value and impact of insights across the organization and synthesizing and democratizing the learnings from across projects.

Preferred Qualifications

• Strong understanding of the US Banking industry and the financial needs of customers within the TD US footprint preferred.
• Working knowledge of SPSS an asset (but not required).