Senior Manager Customer Insights

TD Description

About TD Bank, America's Most Convenient Bank®

TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US.

TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com.

Job Description

The Senior Manager, Customer Insights, works closely with internal marketing and business partners to provide thought leadership, insights guidance and subject matter expertise to the portfolios they support. The Senior Manager develops strong relationships with approved external vendors and leverages their experience and expertise to deliver high quality insights design and effective execution of custom marketing research programs that help identify actionable customer insights, and contribute to business intelligence, growth, profitability and loyalty. The Senior Manager, Customer Insights will work closely with other insights colleagues to build out and execute the 3 year strategic plan and tactical roadmap for the Customer & Brand Insights group. The Senior Manager, Customer Insights will be responsible to execute and deliver against key priorities and deliverables for the Customer Insights team.

Job Requirements

  • Must be eligible for employment under regulatory standards applicable to the position.


  • • Lead all US based market research insights for Marketing in support of assigned portfolios, providing thought leadership and subject matter expertise to portfolio design / methodological recommendations.
    • Proactively provide internal partners with new insights driven by innovation and data integration
    • Leverage strong business consulting skills to help internal clients achieve their business objectives
    • Effectively communicate results to business partners and provide actionable recommendations based on business-focused analysis
    • Ensure a high level of service by setting clear standards and continuously seek out and assess the effectiveness of existing and new insight techniques and approaches
    • Aggregate and synthesize research findings and analysis with other Customer Knowledge sources internal and external to Marketing in order to contribute to the pursuit of actionable customer insights.

    Oversees multiple and/or complex marketing projects/programs/strategies that may impact several businesses/product lines
    Recognized as top-level marketing expert within the organization and requires significant in-depth and/or breadth of expertise in a complex field and knowledge of broader related areas
    Role requires substantial integration of projects/programs involving significant scope, strategic impact and complexity
    Role requires substantial relationship management breadth and influence in leading strategic initiatives, planning and/or integrating executional activities
    Typically leads or contributes on projects of significant scope, strategic impact and complexity
    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
    Serves as a source of expert advice to senior management in field of specialty; may lead team(s) of related specialists/experts
    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
    Works within general policies and industry guidelines
    Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context
    Provides leadership guidance, makes recommendations and collaborates with business to ensure solutions meet the business needs on a complex project or program
    Identifies and leads problem resolution for project/program complex requirements related issues at all levels

    Qualifications

    Undergraduate degree or relevant professional certifications, designations, or equivalent required
    10+ years relevant experience
    Advanced knowledge of multiple marketing disciplines, strategy development, consulting principles, lines of businesses supported, banking industry, and product/customer markets
    Advanced knowledge of customer and brand research techniques and ability to develop analyses and insights that will drive customer strategy formation and business decisions
    Knowledge of current and emerging competitor and market trends
    Knowledge of risk management environment, standards and regulations
    Ability to manage a budget and work within the constraints of that budget
    Ability to contribute to strategic direction of the function and provide advice to senior leadership
    Ability to establish goals and objectives that support the strategic plan
    Skill in mentoring, coaching and performance management
    Advanced ability to lead, plan, implement and evaluate program/project activities to ensure completion of initiatives
    Ability to exercise sound judgement in making decisions
    Ability to make an impact, influence and achieve results with effective negotiation, problem-solving and communication skills
    Ability to work collaboratively and build relationships across teams and functions
    Skill in using analytical software tools, data analysis methods and reporting techniques
    Skill in using computer applications including MS Office
    Ability to analyze, organize and prioritize work while meeting multiple deadlines
    Ability to work successfully as a member of a team and independently
    Ability to handle confidential information with discretion

    Preferred Qualifications:
    • 10+ Years of related professional experience in marketing research, customer insights, management consulting, brand / product management, or business strategy
    • Experience and expertise in agile research approaches, leveraging panels, online/mobile, prototype research, usability, user experience research, concept development and testing
    • Strong business acumen and business consulting skills
    • Proven ability to think strategically
    • Ability to move easily between strategic and tactical activities
    • Excellent project management skills
    • Demonstrated ability to influence
    • Proven ability to multi-task and work well under pressure
    • Confident when interacting with and influencing senior management
    • Strong time management, organization, and communication skills
    • Highly organized, able to multi-task successfully, detail oriented and able to work under tight deadlines

    Inclusiveness

    At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.

    If you are a candidate with a disability and need an accommodation 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.

    EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.