Senior Business Program Lead (Fintech)

TL;DR

Senior Business Program Lead (Fintech): Leading the development and implementation of enterprise programs for residential lending customer experience with an accent on Voice-of-the-Customer (VOC) initiatives and loan closing experience. Focus on driving root cause analysis of CX gaps, managing program governance, and aligning technology objectives with business vision.

Location: Must be based in the USA. Remote or hybrid options available in Mount Laurel (NJ), Greenville (SC), Fort Mill (SC), Wilmington (DE), and Jacksonville (FL).

Salary: $115,440 - $173,160 USD

Company

TD is one of the world's leading global financial institutions and the fifth largest bank in North America.

What you will do

• Lead the design, deployment, and monitoring of enterprise programs for residential lending customer experience.
• Manage VOC-focused initiatives and create an optimized customer experience model for loan closings.
• Develop data-driven insights to support corporate prioritization and program direction.
• Establish program governance structures and guide change management activities.
• Partner with delivery teams to align technology and business objectives into a shared delivery vision.
• Provide expert advisory services to executives and business segment leaders on execution strategy.

Requirements

• 10+ years of relevant experience in program leadership or a complex functional area.
• Undergraduate degree.
• Strong critical thinking, analytical, and problem-solving skills.
• Must be based in the United States.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Nice to have

• Residential Lending or Mortgage industry experience.
• Experience providing oversight of Voice-of-the-Customer (VOC) metrics and performing root cause analysis.
• Project Management and Change Management execution experience.

Culture & Benefits

• Comprehensive Total Rewards package including base salary and variable incentive awards.
• Full health and well-being benefits, savings, and retirement programs.
• Generous paid time off including Vacation, Flex, and Holiday PTO.
• Access to an online learning platform and variety of mentoring programs.
• Commitment to a diverse, equitable, and respectful workplace.

Hiring process

• Candidate screening based on application.
• Interviews with the hiring team.
• Communication of outcomes via email or phone.