VP, Client Experience, Standards and Enablement

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Vice President, Client Experience (CX) Standards & Enablement Department Overview: TD has a bold ambition to become the undisputed leader in Client Experience.  The Client Experience team serves as the enterprise steward of client experience across TD, accountable for shaping, measuring, and improving end-to-end client experiences partnering with businesses, channels, products, and journeys. Reporting to the SVP, Client Experience, the team provides an integrated enterprise view of client experience performance benchmarks, client needs, and associated business impact, bringing together client feedback, complaints, advanced client experience analytics, research, and market benchmarks to identify opportunities for improvement. The team establishes and governs enterprise client experience standards, drives consistency across all client touchpoints, and partners with business and functional leaders to resolve top client pain points, elevate critical moments that matter, and strengthen client relationships. Through thought leadership, influence, measurement, and adoption of client standards across the bank, the team champions a client-centric culture, fosters accountability, and helps ensure TD delivers simple, personalized, and differentiated experiences that create value for clients.

The Vice President, Client Experience (CX) Standards & Enablement acts as the enterprise control tower for client experience, defining client standards, embedding reinforcement mechanisms, assessing impact, and influencing delivery of key client priorities across the bank. This leader will be the key relationship lead and partner with Segments, Channels, and other Corporate Functions on CX mobilization. The role is accountable for enterprise CX standards, governance forums and escalation processes, CX impact assessment, CX delivery oversight, irritant reduction, and executive action tracking. Accountabilities Define CX standards across service, communication, design, digital, product, and process and Embed the standards into bank's decision and operational gates   Partner with each segment to ground and influence and a data driven CX leadership roadmap including top opportunities to win Establish execution standards, including bank level accountability, release quality, minimum lovable product requirements, and business casing standards. Lead enterprise governance, including CX Council, executive and business unit reviews, including managing the escalation and decision path of CX risks. Influence and manage progress on must-win client battles, irritant reduction, prioritization, and milestone tracking. Lead enterprise irritants program in partnership with Segments to identify top Client irritants and roadmap to mitigate them Assess the impact of client-impacting initiatives through CX governance and review processes. Lead executive action tracking and escalation of issues requiring attention. Support consistent application of CX standards across the organization. Portfolio Scope The role is accountable for: Enterprise CX standards library Governance forums and escalation processes CX impact assessment