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TD

Customer Experience Strategy Lead

TD

Customer Experience Strategy Lead driving omnichannel customer experience strategy for US Consumer Bank. Shaping and delivering customer journey improvements by analyzing insights and implementing initiatives.

Posted 4/15/2026full-timeMount Laurel • New Jersey • 🇺🇸 United StatesSenior💰 $115,400 - $173,160 per yearWebsite

About the role

Key responsibilities & impact
  • Driving Customer Experience (CX) vision, strategy, and execution across the US Consumer Bank.
  • Champion a unified, customer-centric mindset across teams and promote continuous improvement and innovation by translating customer insights and CX performance into clear recommendations, decisions, and actions.
  • Influence senior leaders through clear CX vision, insights, and business cases, and ensure CX initiatives remain aligned to enterprise and line-of-business goals.
  • Understand end-to-end customer journey moments across acquisition, onboarding, engagement, servicing, and retention, providing insight into irritants and opportunities.
  • Serve as the voice of the customer by identifying, analyzing, and prioritizing key customer pain points and systemic issues across digital, retail, contact center, and servicing interactions.
  • Lead customer journey mapping and touchpoint optimization to improve satisfaction, loyalty, and business outcomes.
  • Conduct discovery, documentation, and research to design future-state omnichannel experiences, partnering with product, channel, marketing, operations, and technology teams.
  • Analyze CX trends, feedback, and performance data to quantify opportunities and build data-backed business cases that inform investment decisions and prioritization.

Requirements

What you’ll need
  • 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

Benefits

Comp & perks
  • Health and well-being benefits
  • Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
  • Banking benefits and discounts
  • Career development opportunities
  • Reward and recognition programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
customer experience strategycustomer journey mappingdata analysisperformance data analysisomnichannel experience designcontinuous improvementcustomer insights translationtouchpoint optimizationbusiness case developmentAgile delivery
Soft Skills
customer-centric mindsetinfluence senior leadersclear communicationcollaborationproblem-solvingprioritizationinnovationleadershipstrategic thinkingstakeholder engagement
Certifications
Certified Scrum Product Owner (CSPO)Scaled Agile Framework (SAFe)