Digital Manager, Digital Experience Optimization, Adoption & Effectiveness

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Oversee the complete creation, execution, and documentation of long-term and multi-year business strategies and roadmaps.

• Innovate business capabilities and assist in shaping Digital business strategies through roadmaps and KPIs/targets.

• Improve and enhance digital customer journeys in collaboration with business units and segments.

• Lead cross-functional teams while independently managing comprehensive functional programs.

• Analyze business challenges and industry conditions; provide recommendations and best practices.

• Develop and organize new and existing capabilities and functionalities.

• Address customers' banking needs through their preferred channels and transition sales and servicing transactions from assisted channels to Digital.

• Construct business cases and establish rollout plans in conjunction with senior management and partners.

• Oversee ongoing capability sustainment through performance monitoring, enhancements, and optimization efforts.

• Drive the execution of the entire lifecycle, including financial oversight, user adoption, engagement, and sustainment management.

• Set and pursue digital sales and servicing goals.

• Manage risks, pinpoint process improvements, and supervise vendor partnerships as necessary.

• Ensure that support tools, templates, communications, and change-management strategies are effectively in place.

• Act as the primary contact for business partners and manage day-to-day business-as-usual changes.

• Define success metrics for capabilities and create portfolio dashboards and reports.

• Gather feedback from users and business partners while evaluating emerging trends and regulatory impacts.

• Lead planning initiatives through PI Planning and other Agile methodologies.

• Provide thought leadership, knowledge transfer, mentorship, and foster team development.

• Maintain productive relationships with both internal and external stakeholders while representing the TD brand.

⛳️ Requirements

• A bachelor's degree or equivalent relevant professional certifications, designations, or experience is required.

• 7+ years of relevant experience.

• Profound understanding of digital customer behavior, experience optimization, and conversion rate optimization (CRO) methodologies.

• Proven experience in identifying friction points and translating customer insights into quantifiable business enhancements.

• Ability to utilize customer, channel, and performance data to discover opportunities and prioritize actions.

• Experience in developing and executing experimentation roadmaps, encompassing A/B and multivariate testing, personalization, and journey optimization.

• Capability to connect improvements in customer experience to adoption, engagement, conversion, retention, and revenue growth.

• Experience in synthesizing insights from VOC, web analytics, customer research, competitive benchmarking, and operational data.

• Strong strategic thinking and problem-solving skills.

• Experience in leading cross-functional initiatives across Product, Marketing, Analytics, Technology, CX, and Operations teams.

• Ability to translate intricate data and optimization opportunities into actionable business recommendations for senior leadership.

• Willingness to travel domestically on occasion.

• Capability to perform sedentary work and consistently operate standard office equipment.

• Proficient in reading, writing, and comprehending instructions.

• Ability to perform basic arithmetic calculations.

🏝️ Benefits

• Variable compensation/incentive awards, which may include cash and/or equity incentives.

• Comprehensive health and well-being benefits.

• Savings and retirement programs.

• Paid time off that includes Vacation PTO, Flex PTO, and Holiday PTO.

• Banking benefits and discounts.

• Opportunities for career development.

• Regular discussions regarding career progression, development, and performance.

• Access to an online learning platform.

• Mentoring programs available.

• Training and onboarding sessions provided.

• Competitive benefits package.

• Rewards and recognition programs.

• Support for accommodations for applicants with disabilities.