Work Location:

Wilmington, Delaware

Hours:

40

Pay Details:

110,760 - 178,880 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.

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.

Line of Business:

Enterprise Enabling Functions

Job Description:

The Senior Customer Experience Product Owner will be a senior leader in the Credit Card and Unsecured Lending Customer Experience team which has the mandate of driving the Legendary Customer Experience that is part of TD's brand promise. They will be an experienced, growth mindset leader responsible for developing and implementing comprehensive customer experience strategies across all touchpoints and channels. The successful candidate will lead CX initiatives, fostering a culture of continuous improvement and innovation to drive business and customer growth. This entails aligning with other Product Owners, various functional stakeholders and senior management to establish the vision, creating and maintaining a framework for championing customer interests and continuously assessing customer feedback.

Key Responsibilities of this role:

• Drive the Customer Experience vision, strategy and execution.

• Provide end to end Customer Experience enhancements against all channels and touchpoints. The role will expand to all other TD products after a successful model is built within Bank Card.

• Will be responsible for mapping Customer Experience journeys from origination, acquisition, onboarding engagement and retention, all the way through servicing. This includes fraud, collections etc.

• Analyze Customer Experience trends, irritants and build business cases for addressing Customer Experience opportunities and make investments and provide data to the Line of Business to help prioritize Customer Experience opportunities.

• Engage in discovery, documentation and research to design future state of omnichannel experience.

• Identify and optimize key customer touchpoints to enhance the overall customer experience and satisfaction.

• Lead the tactical planning of CX initiatives, ensuring alignment with broader marketing and business strategies.

Schedule is Monday-Friday 8:00am-5:00pm. This is a hybrid position. Tuesdays and Wednesdays are in office days at the location below:

• 1313 North Market Street, Wilmington, DE

Depth & Scope:

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required

• Deep expertise requiring significant in-depth and/or breadth of expertise in a complex field and knowledge of broader related areas

• Accountable for specialized product development support based on deep product expertise and expert knowledge of Agile/Scrum processes, roles and practices

• Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work

• Integrates knowledge of the enterprise function’s or business segment’s overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertise

• Anticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvements

• Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties

• Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field

• Requires innovative thinking to develop new solutions

• Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment

• Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context

• Provides leadership guidance, make recommendations and collaborate with business to ensure solutions meets the business needs on a complex project or program

Education & Experience:

• Undergraduate degree and / or product certificate required

• Graduate degree preferred

• 10+ years relevant experience

• 5-7 years Product Owner or Agile related delivery experience

• Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset

• Scaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an asset

Preferred Qualifications:

• Extensive Credit Card/lending experience in marketing or CX roles strongly preferred

• Experience providing Customer insights

• Experience conducting Customer research

• Strong ability to translate data into stories

• Detail oriented

• Excellent communication skills

Customer Accountabilities:

• Partners with senior management to support the delivery of a product vision

• In alignment with the product vision, create and maintain a product backlog and continuously re-prioritize user stories that will provide the most customer or end user value

• Continuously aligns with senior management on the product delivery roadmap, defined Minimum Marketable Features or Minimum Viable Products and release cadence

• Reviews performance analytics; recommend and champion strategies to enhance the customer or end user product experience

• Participates in scrum or Kanban events (e.g. stand-ups, retrospectives), express new ideas for improving product value or delivery efficiency, sharing with leadership as appropriate

• Proactively engages established business process partners to ensure customers or end users are prepared for application changes and establish Day 2 processes

• Creates a value-focused product backlog and continuously iterate, ensuring there are user stories scoped and prioritized

• Provides user story design, development and completion oversight; accepting / rejecting user stories based on the agreed upon Definition of Done and Acceptance Criteria

• Manages delivery initiatives and (depending on complexity) oversee multiple development team (pod) backlogs

• Proactively raises issues that impede the efficient delivery of customer-focused increments

• Responsible for defect management and prioritization

Shareholder Accountabilities:

• Ensures team adheres to enterprise frameworks and methodologies related to overall business management activities

• Leads relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements

• Supports team in staying knowledgeable on emerging issues, trends and evolving regulatory requirements and assess potential impacts to the Bank

• Assesses / identifies key issues and escalate to appropriate levels and relevant stakeholders and business management where required

• Leads the submission and discussion on the Quarterly Business Review, with respect to their product

• Identifies, mitigates and reports on risk issues per enterprise policy / guidance and ensures appropriate escalation processes are followed

• Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)

• Leads relationships with business lines / corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements

• Leads or contribute to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for complex situations

• Defines the OKRs in partnership with numerous stakeholders across the organization

• Protects the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary

• Manages oversight process, risk-based identification and monitoring of related risks and regulatory compliance across the supported functions, while ensuring key controls and processes are effectively managed

• Oversees or leads the facilitation and/or implementation of action / remediation plans to address performance / risk / governance issues

• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts

• Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite

Employee/Team Accountabilities:

• Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty

• Develops annual and/or long-term plans for own area and influences plans well beyond area managed

• Responsible for management of the overall team providing both leadership and guidance

• Sets targets and objectives for the team, and deliver results

• Grows team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered

• Leads a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and provide regular input into employee assessments and development plans

• Leads the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner

• Manages employees in compliance with all human resources policies, procedures and guidelines of conduct

• Shares knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams

• Supports an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes

• Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives

• Establishes and fosters a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives

• Acts as a brand ambassador for the business area/function and the bank, both internally and/or externally

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional

• International Travel – Never

• Performing sedentary work – Continuous

• Performing multiple tasks – Continuous

• Operating standard office equipment - Continuous

• Responding quickly to sounds – Occasional

• Sitting – Continuous

• Standing – Occasional

• Walking – Occasional

• Moving safely in confined spaces – Occasional

• Lifting/Carrying (under 25 lbs.) – Occasional

• Lifting/Carrying (over 25 lbs.) – Never

• Squatting – Occasional

• Bending – Occasional

• Kneeling – Never

• Crawling – Never

• Climbing – Never

• Reaching overhead – Never

• Reaching forward – Occasional

• Pushing – Never

• Pulling – Never

• Twisting – Never

• Concentrating for long periods of time – Continuous

• Applying common sense to deal with problems involving standardized situations – Continuous

• Reading, writing and comprehending instructions – Continuous

• Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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 base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more (http://hrportal.ehr.com/tdtotalrewards)

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.

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

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.