Détails du poste
- Lieu de travail : Montréal
- Type de poste : Permanent à temps plein
Description
:Journey Specialist – Digital Servicing
Job Overview
The Journey Specialist supports the design, optimization, and delivery of end‑to‑end digital customer journeys across servicing experiences. This role focuses on translating customer needs, insights, and journey strategy into clear requirements that product and delivery teams can execute.
Working closely with Product Managers, Designers, Engineers, and Data teams, the Journey Specialist helps ensure digital experiences are intuitive, consistent across channels (web and mobile), and grounded in customer research and data.
This is a hands‑on, collaborative role ideal for someone developing depth in journey management and digital experience delivery.
Key Responsibilities
Support the ownership and continuous improvement of assigned digital customer journeys (e.g. policy servicing, billing, account and document experiences).
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, planning, 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.
Skills & Experience
Required:
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.
Preferred:
Experience in financial services, insurance, or regulated industries.
Familiarity with human‑centered design practices and customer research methods.
Experience supporting mobile and web digital platforms.
What Success Looks Like
Customer journeys are clearly defined, prioritized, and well supported through delivery.
Product and delivery teams have clarity on customer intent and experience outcomes.
Design and data insights are consistently reflected in digital solutions.
Stakeholders experience strong collaboration, transparency, and alignment.
Who We Are:
As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.
TD Insurance offers a wide range of products, including General Insurance and Life and Health. Everyday, we strive to make every interaction, product and experience remarkably human and refreshingly simple for more than four million customers who count on us.
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.
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.
If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.
We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.
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):
Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec les clients qui ont besoin de services et de soutien dans une langue autre que le français.
