Communications Specialist

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.

Department Overview TD Insurance (TDI) helps protect Canadian families by making it easy to access the advice, protection and support they need in moments that matter. The Customer Experience team advances TDI’s commitment to customer obsession by championing the voice of the customer and helping deliver experiences grounded in Ease, Value, and Advice. Customer communications play a critical role in shaping the customer experience. Clear, accurate, and easy-to-understand communications help customers make informed decisions, build trust in the TD Insurance brand, and ensure consistency across products, channels, and journeys.

Reporting to the Senior Manager, Customer Experience, the Communications Specialist is responsible for developing and maintaining customer-facing communications across TD Insurance. This role creates clear, consistent, and customer-focused content that supports customer understanding while aligning to TDI business objectives, brand standards, and customer experience principles. The Communications Specialist will develop a broad range of customer communications, including letters, policy package updates, email campaigns, SMS messages, servicing communications, website content, FAQs, and other customer-facing materials. Working closely with Journey teams, Product, Claims, Distribution, Marketing, Legal, Compliance, and Customer Experience partners, the role ensures communications are accurate, consistent, and aligned to TDI’s voice and communication standards. The successful candidate will also support communication planning for medium-sized initiatives, review content developed by business partners, and champion plain language principles that make insurance easier for customers to understand. Key Accountabilities Develop customer-facing communications across multiple channels, including letters, package updates, emails, SMS messages, servicing communications, website content, FAQs, and customer education materials. Ensure communications are clear, concise, accurate, and aligned with TDI’s customer experience principles and communication standards. Translate complex insurance, business, and regulatory information into customer-friendly language. Review and update existing communications to improve clarity, consistency, and effectiveness. Apply plain language principles and accessibility best practices to all customer communications. Support the development and execution of communication plans for medium-sized business initiatives, product changes, regulatory updates, and customer experience improvements. Partner with stakeholders to identify communication requirements, risks, and opportunities. Coordinate communication activities across multiple channels and customer touchpoints. Monitor communication effectiveness and recommend improvements where appropriate. Partner with Journey teams and business stakeholders to gather requirements and develop communication solutions. Review content created by business partners to ensure consistency with TDI communication standards, tone of voice, and customer experience