About TD Bank, America's Most Convenient Bank
TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US.
TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com.
The Senior Design Researcher mandate builds on the Design Researcher role and requires a greater level of practical
experience, deeper knowledge of data collection and analysis methods, and increased responsibilities for providing
research guidance and oversight to TD stakeholders and vendors. Additionally, the Senior Design Researcher is expected
to act independently, with only limited supervision from the Managers, Design Research. Finally, the Senior Design
Researcher's tasks go beyond standard project work into executing the research and analysis for strategic research
initiatives including the Digital Channels Personas and the development of new user experiences.
This position will enable to driving measureable improvements in user experience for customers and users of TD
websites and mobile apps, and advancing a customer-focused culture throughout the Digital Channel. This role is
accountable for design research conducted in an objective, scientific manner, providing research oversight and
management (including vendor oversight when research is conducted by external partners), and ensuring the customer
experience is at the forefront of all of TD's Digital and mobile, short- and long-term strategic plans. Ensures existing
research insights are leveraged against current initiatives and communicated on an ongoing basis to ensure design
decisions are always informed by user observation and analysis. Anticipates the future needs of TD and the Digital
Channel and proactively executes research studies to drive experience strategy and identify key opportunities for
maximum impact in revenue, cost savings, and user experience. Superior people and communication skills are essential
to success in this highly collaborative environment, working with team members from across TD.
Channels projects do not launch with barriers to a legendary customer experience. This requires designing the approach for
design research and analysis, and interpreting the results; it also includes advocating for the best-possible customer experience
by educating stakeholders from across TD as to the optimal design approach based on customer research and analysis, and escalating to the VP Digital Customer Experience as required.
Sourcing for vendor selection to supervision of research conduct, and final deliverables).
meetings and monthly Design Research Learning and Insights meetings.
Responsible for active participation during design ideation sessions by providing the voice of the customer.
Accountable for ensuring the best possible user experience launches based on research findings. Responsible for escalation to
executives when an initiative is to be launched with a sub-optimal user experience.
o Establishes success criteria to determine go/no-go design decisions (i.e., when a design is ready for launch to
TD customers or whether it must be redesigned)
o Conducts primary research (including card sorting, user interviews, field research, diary studies, usability
testing, and online surveys) with users of online and mobile applications.
o Prepares for research activities (e.g., create recruitment screeners; disseminate screeners, contact potential
participants, schedule participants, set-up recording, and remote observation hardware/software, etc.).
o Formulates and executes the analysis, interpretation, and presentation of qualitative and quantitative data,
telling the story of the findings in ways that speak to the variety of stakeholders from Digital Channels
(Product, Planning, DCX) and the lines of business.
o Provides thought leadership with respect to selecting design research methods to address the research
questions posed by Digital Channels and Line of Business executives.
o Provides oversight to ensure work and deliverables (e.g., research protocols, methods execution, analysis, and
reporting) adhere to DCX Design Research standards for valid and reliable research.
o Coaches vendors on their reports and presentations to ensure they are "telling the story" when presenting
findings to provide a compelling case to Digital Channels and Line of Business stakeholders to support design
decisions that are in the best interest of customers.
o Development and maintenance of a knowledge repository to ensure past research insights are leveraged
against current projects. This will involve classifying and proactively communicating those insights to team
members on an ongoing basis.
o Ensures efficient delivery of research insights by creating and enhancing templates for literature reviews, UX
analyses, test protocols, qualitative and quantitative data analysis, and reporting.
interaction, computer science, industrial engineering, or a related field
Minimum 5-10 years relevant experience
Expert-level knowledge of and experience with Human Computer Interaction research methods
Strong background in inferential statistics and use of statistical analysis software (e.g., R, SAS, SPSS)
Other Requirements include:
o Strong online/web/digital/mobile experience and knowledge of the latest user behavioral trends in these areas
o Strong business acumen with demonstrated ability to drive business results through a deep understanding of online
and mobile user behavior as well as Channel and Line of Business KPIs to advocate the value of design research to
o Skillful communication:
confidence when presenting research strategy and findings to senior executives in the Digital Channels and
Lines of Business
with research participants: in-person, over the phone, via email, and within online communities
written, verbal, and graphical presentation of research findings
negotiation and partnership skills to balance stakeholder input with researcher objectivity to attain the
optimal user experience; ability resilience under pressure when working with multiple stakeholders
o Have proven project management skills, with an ability to provide oversight and coordination of multiple
projects/changing priorities concurrently under tight timelines and with multiple stakeholders
o Demonstrated relationship building skills, with the ability to effectively work in teams across the bank with multiple
stakeholders to obtain cooperation in achieving objectives
o Enjoys working on complex issues and generating creative and business-oriented solutions, and working in a
professional environment as part of an integrated, interdisciplinary, cross-border team
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.
If you have a disability that requires an accommodation to complete the application process, please e-mail TD Bank's HR Compliance Department at email@example.com. Please include your full name, contact information and details about your request within the e-mail.
EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.
TD Bank Group