TD

Customer Experience Strategy Lead

TD

full-time

Posted on:

Location Type: Office

Location: Mount Laurel • New Jersey • United States

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Salary

💰 $115,400 - $173,160 per year

Job Level

Senior

About the role

  • 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

  • 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

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)