VP, Client Experience, Advanced Insights and Value

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Vice President, Client Experience (CX) Advanced Insights & Value 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) Advanced Insights & Value will be accountable to build, manage and operationalize an AI and Agent enabled Client insights factory to connect client feedback, operational signals, and financial outcomes to prioritize the right actions to improve Client Experience.  Client Insights Factory will integrate client feedback, operational and behavioral indicators, Open Banking information and financial data, using advanced analytics and AI to identify drivers of client advocacy, predict client friction, link client experience to financial outcomes and prioritize action. The role is accountable for building the vision, executing on building an industry leading client intelligence function to inform all client level decisions, as the single source of truth for TD clients. Accountabilities Integrate Voice of Customer (VOC) signals, including surveys, complaints, escalations, social, and frontline feedback. Conduct analytics to understand client experience drivers, segmentation, root causes, and financial impact. Develop predictive insights related to attrition, complaints, service failure, and promoter growth. Build and maintain the enterprise VOC platform, issue taxonomy, and root-cause hierarchy. Real time monitoring of key client experiences and irritants through AI / Agentic solutions Enable Natural Language Processing capabilities to mine Client experience data to democratize advanced client insights at TD. Build CX economics, linking key experiences to revenue, attrition, cost-to-serve, and lifetime value. Lead value realization activities, including ROI tracking, prioritization, and challenge of assumptions. Monitor key irritants and must-win client moments through dynamic dashboards Establish data-driven linkage between CX priorities and impact on the Bank's