Product Owner I - Customer Engagement & Loyalty

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Enterprise Enabling Functions

Pay Details:
$91,200 - $136,800 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.

Job Description:

Department Overview:

The TD Canadian Card Payments, Loyalty & Personal Lending (CCPL&PL) team is responsible for strategy, product development, customer lifecycle management, and financial performance of all Canadian Credit Card and Personal Lending products as well as credit cards and other bank loyalty programs. TD is a leader in Credit Cards and Personal Lending in Canada, providing a diverse suite of products and services. We seek self-motivated individuals who want to work in a fast-paced and high impact business unit that delivers results.

Reporting to the Product Group Owner, the Product Owner I, will be responsible for owning and executing on strategies and communications that drive loyalty across TD Credit Cards. The successful candidate will be focused on strategically innovating for the future while executing enhancements to existing campaigns and capabilities. This includes deploying campaigns and strategies that will promote existing and new capabilities to increase customer loyalty and reduce attrition. Other examples include, evolving targeted communications that will increase penetration of customers using their TD Credit Cards Rewards, benefits, and card features/services. They will also be responsible for owning monthly reporting, providing commentary on performance and work closely with partners such as Marketing, Technology, Governance, Credit Card Operations and Finance to understand business results and achieve targets.

Customer:

• Continuously align with senior management on the loyalty roadmap, providing engagement results from previous campaigns, and managing the backlog.
• Review loyalty performance; recommend and champion strategies to increase customer card usage, reduce attrition, and target partner KPIs.
• Participate in Agile ceremonies (e.g. stand-ups, working sessions), express new ideas for improving customer engagement, sharing with leadership as appropriate
• Create a value-focused loyalty partner backlog and continuously iterate, ensuring there are user stories scoped and prioritized
• Manage delivery initiatives and oversee team (pod) backlogs
• Proactively raise issues that impede the efficient delivery of customer-focused increments

Employee / Team:

• Document the estimated financial impact of projects, initiatives, campaigns (business case).
• Ensure analysis and insights are extracted from business performance reporting and past initiatives / campaigns and appropriately leveraged for future business recommendations
• Empowered to make product, campaign and customer communication delivery decisions, escalating to senior management as appropriate
• Influence and gain alignment across increasingly senior stakeholders
• Cross-communication between Platform, Journey, Marketing and external partners to create an environment with seamless collaboration
• Provide thought leadership and/ or industry knowledge, and participate in knowledge transfer within the team and business unit
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork. Ensure timely communication of issues/ points of interest
• Participate in personal performance management and development activities, including cross training within own team
• Act as a brand ambassador for your business area. 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.
• Lead, motivate and develop relationships with internal and external business partners / stakeholders to develop productive working relationships.

Shareholder:

• Adhere to enterprise strategy, frameworks and methodologies that relate to activities for own business area / journey
• Ensure on-going strategic alignment with senior management, providing feedback as appropriate
• Proactively understand and incorporate feedback from stakeholders into the backlog with prioritization. Stakeholders include (but not limited to) business, marketing, platform, and product
• Lead the submission and discussion on the Quarterly Business Review, with respect to their product
• Single point of escalation for Loyalty & Engagement campaigns and strategies, providing guidance and decisioning as needed
• Compile performance metrics and share with relevant stakeholders
• Define the OKRs in partnership with numerous stakeholders across the organization, and align to broader business unit OKRs
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Work autonomously as the lead and guide others within area of expertise

Job Requirements / Key Accountabilities:

• Undergraduate degree or product certificate and 7+ years relevant experience.
• Ability to establish goals and objectives that support the program.
• Ability to analyze, organize and prioritize work while meeting multiple deadlines.
• Skill in managing budgets, business casing and P&L.
• Experience Impacting and influencing stakeholders to align on key decisions that have a positive pan-TD and customer impact.
• Keen understanding of the TD digital ecosystem, trends, and customer needs.
• Managing change - ability to succeed in an environment where there may be significant ambiguity and ever evolving circumstances.
• Exceptional relationship management skills with stakeholders across teams and functions.
• Excellent verbal, written, presentation, and problem-solving skills.
• Superior business acumen and ability to leverage data to support decision-making.
• Organizational awareness - a sound understanding of TDBG to understand who to contact or which business to engage to identify solutions and resolve issues.
• Experience with Product management and marketing programs is considered a significant asset.

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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. 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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet