VP, Human Centered Design in Toronto

Location: Toronto, Ontario, Canada

Schedule: 37.5 hours

Compensation Details: $200,000 - $250,000 CAD

The TD is committed to offering fair and equitable compensation to all colleagues. Opportunities for growth and skill development are essential characteristics of the colleague experience at TD. Our compensation policies and practices are designed to allow colleagues to progress in the salary scale over time as they improve in their roles. The base salary offered may vary based on the candidate's skills and experience, professional knowledge, geographical location, and other specific needs of the sector and the company. As a candidate, we encourage you to ask questions about compensation and have an open conversation with your recruiter, who can provide more precise details about this position.

Role Purpose: Lead TD Bank Group’s enterprise Human Centred Design practice, setting the vision, strategy, and standards for industry-leading customer experiences across products, services, platforms, and journeys.

Reporting Line: This role reports to the Senior Vice President, Client Experience.

Primary Partnerships: Journey and segment leaders, platform and product leaders, Technology, business segments, Brand, Legal, Compliance, Privacy, Risk, and other enterprise partners.

Enterprise Experience Strategy and Vision:

• Set and articulate the enterprise vision for future customer experiences and for the Human Centred Design practice.
• Develop and lead industry-leading experience strategies and designs that support TD at the enterprise level.
• Build and sustain a best-in-class practice grounded in user-centred design, execution, and strategy approaches.
• Provide thought leadership on customer experience, strategy, and design, translating the vision into practical priorities and outcomes.

Design Leadership and Customer Advocacy:

• Ensure consistency, quality, and brand alignment across design experiences and deliverables for products, services, and channels.
• Lead enterprise experience innovation and the design of platforms and journeys.
• Champion customer empathy and advocate for customer needs, embedding customer-centric problem solving across the organization.
• Oversee the capabilities required to design, prototype, validate, communicate, and deliver strong user experiences, including experience strategy, interaction and visual design, customer experience management, copywriting, prototyping, design research, design thinking, facilitation, and design operations.
• Embed and scale AI-enabled ways of working across the Human Centred Design practice to improve speed, quality, and throughput while supporting responsible and effective use.

Enterprise Delivery and Partnership:

• Partner with journey and segment leaders to align business strategy and design deliverables and deliver strong customer outcomes.
• Work with platform and journey leaders to advance innovation across products, services, and other customer experiences.
• Partner closely with Technology and business segment leaders to enable effective delivery and execution of initiatives.
• Balance experience, business value, legal, compliance, privacy, and risk considerations, ensuring decisions align with TD’s risk appetite.
• Influence decisions at senior levels and help shape an organizational culture that recognizes and unlocks the value of design.
• Establish a value realization framework that clearly articulates the business value, customer outcomes, and client effort associated with experiences designed and delivered.

Practice, People, and Financial Leadership:

• Lead and develop a diverse team of design professionals, attracting and retaining the capabilities required to deliver business results.
• Set goals, manage performance and compensation decisions, develop talent, promote teamwork, and address employee matters as required.
• Establish an effective operating model for the design practice, including clear standards, governance, prioritization, and design operations.
• Manage project and persistent pod budgets during execution, aligning financial and human resources to enterprise priorities.
• Create an inclusive, high-performing environment that supports collaboration, accountability, creativity, and continuous learning.