AVP, Client Experience Strategy & Innovation

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.

The Associate Vice President, Customer Experience (CX) Strategy & Innovation owns the enterprise CX strategy, innovation and enablement agenda to align priorities, drive coordinated execution, and embed client-centric behaviors across the organization. The role is accountable for Customer Experience strategy and roadmap development, enterprise planning and governance, innovation, CX operations, capability frameworks, employee engagement initiatives, and performance tracking and reporting. Accountabilities Manage the enterprise CX strategy, roadmap, and annual priorities. Align CX initiatives with enterprise planning and governance rhythms, including SET and Board updates. Lead enterprise CX governance, communications, and coordination across CX strategic priorities. Embed CX into leadership, performance management, and accountability frameworks. Monitor emerging trends and drive innovation, including new capabilities and experience models. Lead the innovation pipeline and trend monitoring. Enable CX through learning, capability building, employee engagement, and CX capability frameworks. Oversee CX operations, including planning, budget, PMO, resource management, performance tracking, and reporting. Partnering with Corporate Affairs to effectively communicate TD's progress in Client Experience with TD employees and broader public. Portfolio Scope The role is accountable for: Customer Experience strategy and roadmap Enterprise planning, governance, and coordination Innovation pipeline and trend monitoring CX operations (PMO, budget, resource management) Leadership programs, learning, and CX capability frameworks Employee voice, engagement, and recognition initiatives Performance tracking and reporting Key Interactions Executive Leadership / SET COO and Enterprise Strategy HR, Talent and Learning teams All CX pillar leads Finance and planning teams Technology and innovation partners Success Measures Success in this role is demonstrated through: Clear, aligned enterprise CX strategy and priorities. Coordinated execution and strong operating discipline across CX functions. CX embedded in leadership expectations and performance management. An engaged, client-centric workforce with strong accountability for CX outcomes. Continuous innovation and forward-looking CX capability development. Educational Requirements Undergraduate degree required in a relevant discipline. MBA considered an asset 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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what