Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Marketing

Pay Details:

$91,200 - $136,800 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

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.

Job Description:

The Manager, Consumer Insights role is part of the Customer Experience & Insights group (CX&I) within Marketing. This group is a central source of customer insights and analysis which supports both Corporate and Business lines across TD Bank Financial Group. The CX&I team's mandate is to act as enterprise change agents, who unapologetically champion the voice of the customer, to influence and inspire customer-centric decisions.

This role will report to the Senior Manager of North American Brand Insights in Canada with a focus on supporting diverse communities and student portfolios.

This role is a full-time role based in Toronto, Canada. This is a hybrid role which includes working from the TD offices a minimum of 4 days a week, with 1 day working from home.

As part of the LOB Customer Insights & COE of Consumer Behaviour in Canada, this position will be part of the team's portfolio rotations that occur every 3-4 years. Currently, the team is organized to manage insights for different portfolios (e.g., Borrowing products, Wealth products, Everyday Advice Journey, Diverse Communities, etc.). In a portfolio rotation, the current insights leads will be rotated to cover a different portfolio.

Overall Accountability:

The successful candidate will be the Consumer Insights Lead supporting the growing research needs of the New to Canada, Diverse Communities, and Student Portfolio segments within the broader CX&I group. Research areas may include value proposition development, creative concept evaluation, awareness and consideration measurement, product concept testing, brand performance tracking among priority customer segments, and cultural sensitivity assessments.

Key responsibilities include:

• Insights lead for the Canadian Diverse Communities portfolio.
• Lead a research tracking study that measures TD's Canadian performance among TD's Diversity and Inclusion areas of focus: Persons with Disabilities, Indigenous Peoples, Women, 2SLGBTQ+, Visible Minorities, and New to Canada.
• Translate internal and external consumer research into meaningful, actionable insights that inform strategic decisions and drive business outcomes for Marketing and internal partners.
• Build strong partnerships with stakeholders by proactively identifying opportunities, offering thought leadership, and serving as a trusted subject matter expert.
• Work in partnership with the Consumer Insights lead on the Environmental, Social, and Governance (ESG) and Citizenship portfolios to support their work.
• Craft the story and share the insights about Diverse Communities in a compelling, action-oriented way to a variety of different audiences (Executive and non-Executive) and forums (Inclusion and Diversity Leadership Councils (IDLCs), project team meetings, etc.).
• Continuously learn and deepen your experience among the different diverse communities to become a Diversity and Inclusion subject matter expert for the Consumer Insights team.
• Lead end-to-end execution of consumer research projects, from scoping business objectives and crafting research briefs to selecting optimal methodologies, designing questionnaires, and delivering compelling presentations to senior and executive audiences.
• Manage and interpret complex data sets, applying thoughtful approaches to sample design, weighting, and quota development to ensure robust and representative insights.
• Uncover efficiencies and deepen insights by synthesizing existing data sources to reveal new perspectives that address business and marketing needs.
• Cultivate and manage relationships with approved external vendors, leveraging their expertise to deliver high-quality insights and exploring innovative collaboration opportunities.
• Oversee project timelines, budgets, and stakeholder communications, ensuring alignment at key decision points and successful delivery of initiatives.
• Collaborate with cross-functional teams (e.g., Data & Analytics, Customer Experience, Social Sentiment) to integrate diverse data streams and enrich the understanding of consumer behavior.
• Champion innovative research methodologies to capture consumer sentiment across direct, indirect, observational, and inferred channels, providing a holistic view of customer needs.
• Navigate and mitigate risks associated with various research approaches, including methodological and reputational considerations, ensuring integrity and reliability in all insights work.

Qualifications/Skills/Experience:

• Minimum undergraduate degree or relevant professional certifications, designations, or equivalent required
• Passion for understanding Diverse communities: Persons with Disabilities, Indigenous Peoples, Women, 2SLGBTQ+, Visible Minorities, and New to Canada. This understanding can be from lived experiences, shared experiences, or formal and informal training/education.
• Minimum of 8 years of experience as a market researcher either at a market research agency or an internal, client-side consumer research/insights team & comfortable with methodological discussions around research
• Quantitative marketing research experience required, qualitative marketing research experience an asset (but not a requirement)
• Demonstrated leadership and ability to lead and influence cross-functional projects.
• Strong project management skills. Ability to lead, prioritize, and manage multiple projects and initiatives at once.
• Excellent partnership and vendor management skills. Strong communication (verbal and written), negotiation and interpersonal skills. Proven ability to establish and grow strong partnerships with stakeholders inside and outside of an organization.
• Confident interacting and presenting to stakeholders and partners at all levels including Executives and drive toward business decisions and outcomes.
• Propensity for creative problem solving and critical thinking.
• Strong evidence/data-based story-telling and narrative building skills. Ability to aggregate and synthesize data from a variety of secondary and primary sources to identify the insights and bring the story to life.
• Ability to design creative and visual reports and presentations to effectively communication results and findings from insights projects/initiatives.
• An openness and passion to seek out new ways of capturing customer feedback and insights.
• Comfortable navigating ambiguous and agile working environments.
• Knowledge of banking industry, financial product/customer markets, current and emerging competitor and market trends an asset (but not a requirement)
• French language skills an asset (but not a requirement)
• Advanced proficiency in PowerPoint and Excel; SPSS knowledge is a plus.
• Resourceful with a "can do" personality. Comfortable reaching out to internal partners and building a network of contacts willing to help advance the CX&I team's objectives. Strong self-starter who can self-prioritize, take the initiative, identify new opportunities, and have the drive and ability to bring them to life.
• 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.

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