About the role

Journey Specialist at TD Bank optimizing digital customer journeys. Collaborating with teams to enhance user experience through data-driven insights and management.

Responsibilities

Support the ownership and continuous improvement of assigned digital customer journeys
Partner with Product and Delivery teams to translate journey outcomes into clear user stories, features, and prioritized backlog items
Collaborate with Design and Research teams to incorporate customer insights, usability findings, and experience standards into solutions
Assist in identifying journey gaps, friction points, and optimization opportunities using customer feedback, data, and qualitative insights
Participate in refinement and delivery forums to ensure journey intent is clearly understood and maintained through execution
Help assess impacts of regulatory or operational changes on customer journeys and support alignment of solutions
Communicate effectively with stakeholders on progress, dependencies, and trade-offs

Experience in journey management, digital product, business analysis, or customer experience roles
Understanding of end-to-end customer journeys and omni-channel digital experiences
Experience working in Agile or product-led delivery environments
Strong collaboration and communication skills
Ability to synthesize customer insights and data into clear, actionable requirements
Familiarity with human-centered design practices and customer research methods is preferred
Experience supporting mobile and web digital platforms is preferred