Manager, Consumer Insights, Customer Experience

3 weeks ago

Toronto, Canada TD Bank Full time

399741BR

Marketing

Toronto, ON

March 7, 2023

Company Overview

Department Overview

The Manager, Consumer Insights role is part of the Customer Experience & Insights group (CX&I) within Marketing. This group is a central source of customer insights and analysis which supports both Corporate and Business lines across TD Bank Financial Group. The CX&I team’s mandate is to act as enterprise change agents, who unapologetically champion the voice of the customer, to influence and inspire customer-centric decisions.

This role will report to the Senior Manager of the Line-of-Business (LOB) Customer Insights & Centre of Excellence (COE) of Consumer Behaviour in Canada.

This role is a full-time role based in Toronto, Canada. This is a hybrid role which includes working from home and working from the TD offices a minimum of 2 days a week.

Specific responsibilities include:

- Leveraging consumer research (internal / external) to provide meaningful and actionable insights to drive business objectives and support decision making for internal Business and Marketing partners.
- Designing and executing (internal / external) consumer research projects when appropriate; responsible for all stages of the insight process - working with internal partners to scope out business objectives, translating objectives into research plans/briefs, determining which data sources to leverage (e.g. should primary research be conducted, leveraging secondary data, syndicated data, or internal data sources), configuring the optimal research design (including having thoughtful conversations around sample design, weighting, and quota development), developing questionnaires/discussion guides, and building and deliver compelling presentations for senior/executive level internal clients.
- Seeking out efficiencies and driving deeper insights by aggregating and synthesizing existing information sources to surface new insights that address business and marketing needs.
- Developing and maintaining strong working relationships with approved external vendors and leveraging their experience and expertise to deliver high quality insights to the business. Continually seeking new ways to better leverage external research partners through a variety of options.
- Project management includes managing timelines, budgets, providing cross-functional stakeholder updates, and getting alignment at key decision points.
- Actively seeking new ways of working with cross-functional teams across the enterprise to aggregate learning and surface meaningful insights for the organization (i.e., actively collaborate with data & analytics teams to integrate and surface actionable insights, working with CX teams to incorporate VOC with consumer insights learning, leverage social sentiment alongside market research to broaden insights etc.)
- Actively seek out new / innovative methodologies, approaches to gathering consumer insights and sentiment to provide a more holistic view of consumer needs and expectations. Leverage all forms of approaches - indirect, observational, direct, first party, third party, inferred etc.
- Understanding the risks of conducting various types of research (methodological, reputational, etc.) and have a demonstrated history of managing these risks appropriately

**Requirements**:

- Minimum undergraduate degree or relevant professional certifications, designations, or equivalent required
- Minimum of 8 years of experience as a market researcher either at a market research agency or an internal, client-side consumer research/insights team & comfortable with methodological discussions around research
- Quantitative marketing research experience required, qualitative marketing research experience an asset (but not a requirement)
- Demonstrated leadership and ability to lead and influence cross-functional projects.
- Strong project management skills. Ability to lead, prioritize, and manage multiple projects and initiatives at once.
- Excellent partnership and vendor management skills. Strong communication (verbal and written), negotiation and interpersonal skills. Proven ability to establish and grow strong partnerships with stakeholders inside and outside of an organization.
- Confident interacting and presenting to stakeholders and partners at all levels including Executives and drive toward business decisions and outcomes.
- Propensity for creative problem solving and critical thinking.
- Strong evidence/data-based story-telling and narrative building skills. Ability to aggregate and synthesize data from a variety of secondary and primary sources to identify the insights and bring the story to life.
- Ability to design creative and visual reports and presentations to effectively communication results and findings from insights projects/initiatives.
- An openness and passion to seek out new ways of capturing customer feedback and insights.
- Comfortable navigating ambiguous and agile working environments.
- Knowledge of banking industry, fina

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