Work Location:
United States of America
Hours:
40
Pay Details:
$119,600 - $178,880 USD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.
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.
Line of Business:
Enterprise Enabling Functions
Job Description:
The Senior Manager, Service Design leads a design to conceptualize, prototype, and iterate on new products and services within TD's ecosystem. The ideal candidate connects the dots across the enterprise to create aspirational experiences that embrace human-centered design.
Depth & Scope:
- Recognized as top level expert within the company and requires significant in-depth and/or breadth of expertise in their in a complex field and knowledge of broader related areas
- Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work
- Integrates knowledge of the enterprise function’s or business segment’s overarching strategy in leading program design, policy formulation or operating standards
- Anticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvements
- Serves as a source of expert advice to senior management in field of specialty; may lead team(s) of related specialists/experts
- Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties
- Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field
- Requires innovative thinking to develop new solutions
- Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment
- Works within general policies and industry guidelines
- Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context
- Provides leadership guidance, makes recommendations and collaborates with business to ensure solutions meets the business needs on a complex project or program
- Identifies and leads problem resolution for project/program complex requirements related issues at all levels
- Takes day to day direction from Product Owner, Tech Leads and UX Design Lead within their platform/journey
- Generally reports to a Practice Lead within the Design practice
Education & Experience:
- Undergraduate degree in design related discipline; Graduate degree preferred
- 10+ years of experience, preferably in digital design, interaction and visual design
Preferred Qualifications:
- FIGMA
- End to end service design experience
- Research experience, this is a vital part of the design process, and can help ensure that the end product meets the needs of the user.
- Design thinking: Design thinking is a skill that can help designers come up with innovative ideas.
- Communication, collaboration, and leadership: Design strategists need to be able to communicate well, collaborate with others, and lead.
- Creativity, adaptability, and emotional intelligence: These soft skills are also important for design strategists.
- Business strategy alignment: Design strategists need to be business-savvy to influence and translate strategy to drive user experience.
- Stakeholder analysis and management: Design strategists need to be able to analyze and manage stakeholders.
- Project management: Design strategists need to be able to manage projects.
Customer Accountabilities:
- Leads the practice of Experience Strategy across key initiatives, framing new product and service opportunities by crafting clear and compelling "North Star" Experience Visions, and providing strategic guidance through road-mapping and execution. Ensures a holistic and integrated approach across the Enterprise as appropriate
- Leads multi-disciplinary teams through TD's human-centered design process to uncover unarticulated needs, conceptualizes new product and service experiences, and identifies experience enablers
- Leads and oversees the timely delivery of high-quality Experience Strategy deliverables, including but not limited to discovery plans, user research findings, competitive insights, design principles, experience prototypes, experience strategy presentations, and experience roadmaps.
- Crafts tangible and compelling Experience Visions, eloquently communicating ideas and rationale in a compelling way to Senior Management and Executives
- Leads and motivates high-performing teams, through hands-on design direction and effective feedback
- Advances discipline of Experience Strategy, expanding your toolbox through new methodologies, and sharing your learnings with colleagues
- Manages the professional development of your direct reports, by providing regular 1:1 coaching, setting clear targets and objectives, and ensuring performance management activities are completed on time
- Builds and maintains strong, collaborative relationships with business, product, and technology partners to ensure the delivery of industry-leading experiences
- Promotes cross-disciplinary collaboration by sharing knowledge, information, and subject matter expertise
- Identifies, manages and mitigates risks to the client experience; supports an environment where the team can freely escalate challenges
Shareholder Accountabilities:
- Adheres to enterprise frameworks or methodologies that relate to user experience design activities for our business area
- Ensures respective programs/policies/practices are well managed, meets business needs, complies with internal and external requirements, and aligns with business priorities
- Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate
- Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)
- Participates in cross-functional / enterprise / initiatives as a user experience design subject matter expert helping to identify risk / provide guidance for complex situations
- Conducts internal and external research projects; supports the development/ delivery of presentations / communications to management or broader audience
- Conducts meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/ policies/ practices
- Monitors service, productivity and assesses efficiency levels within own function and implement continuous process / performance improvements where opportunities exists
- Leads / facilitates and/or implements actions / remediation plans to address performance / risk /governance issues
- Actively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements
- Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
- Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
- Protects the interests of the organization – identifies and manages risks, and escalates non-standard, high risk transactions / activities as necessary
Employee/Team Accountabilities:
- Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/ points of interest
- Provides thought leadership and/ or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unit
- Keeps current on emerging trends/ developments and grows knowledge of the business, related tools and techniques
- Participates in personal performance management and development activities, including cross training within own team
- Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
- Contributes to team development of skills and capabilities through mentorship of others by sharing knowledge and experiences and leveraging best practices.
- Leads, motivates and develops relationships with internal and external business partners / stakeholders to develop productive working relationships.
- Contributes to a fair, positive and equitable environment that supports a diverse workforce
- Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally
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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.
Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more
Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at [email protected]. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.