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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

TD Insurance (TDI) helps protect Canadian families by making it easy to access the advice, protection and support they need in moments that matter. The Customer Experience team advances TDI’s commitment to customer obsession by championing the voice of the customer and helping deliver experiences grounded in Ease, Value, and Advice.

Customer communications play a critical role in shaping the customer experience. Clear, accurate, and easy-to-understand communications help customers make informed decisions, build trust in the TD Insurance brand, and ensure consistency across products, channels, and journeys.

Job Description

Reporting to the Senior Manager, Customer Experience, the Communications Specialist is responsible for developing and maintaining customer-facing communications across TD Insurance. This role creates clear, consistent, and customer-focused content that supports customer understanding while aligning to TDI business objectives, brand standards, and customer experience principles.

The Communications Specialist will develop a broad range of customer communications, including letters, policy package updates, email campaigns, SMS messages, servicing communications, website content, FAQs, and other customer-facing materials. Working closely with Journey teams, Product, Claims, Distribution, Marketing, Legal, Compliance, and Customer Experience partners, the role ensures communications are accurate, consistent, and aligned to TDI’s voice and communication standards.

The successful candidate will also support communication planning for medium-sized initiatives, review content developed by business partners, and champion plain language principles that make insurance easier for customers to understand.

Key Accountabilities

• Develop customer-facing communications across multiple channels, including letters, package updates, emails, SMS messages, servicing communications, website content, FAQs, and customer education materials.

• Ensure communications are clear, concise, accurate, and aligned with TDI’s customer experience principles and communication standards.

• Translate complex insurance, business, and regulatory information into customer-friendly language.

• Review and update existing communications to improve clarity, consistency, and effectiveness.

• Apply plain language principles and accessibility best practices to all customer communications.

• Support the development and execution of communication plans for medium-sized business initiatives, product changes, regulatory updates, and customer experience improvements.

• Partner with stakeholders to identify communication requirements, risks, and opportunities.

• Coordinate communication activities across multiple channels and customer touchpoints.

• Monitor communication effectiveness and recommend improvements where appropriate.

• Partner with Journey teams and business stakeholders to gather requirements and develop communication solutions.

• Review content created by business partners to ensure consistency with TDI communication standards, tone of voice, and customer experience objectives.

• Provide guidance on communication best practices, readability, and plain language techniques.

• Build strong working relationships with Product, Claims, Distribution, Marketing, Legal, Compliance, Risk, etc.

• Ensure all communications meet TD brand, compliance, privacy, legal, and accessibility requirements.

• Follow established communication governance and approval processes.

• Identify and escalate communication, customer, compliance, or reputation risks as appropriate.

• Maintain strong attention to detail and accuracy in all communications.

Job Requirements

• Undergraduate degree in Communications, Public Relations, Journalism, Marketing, Business, or a related field, or equivalent experience.

• Minimum 5 years of communications, content development, customer communications, or related experience.

• Strong writing, editing, proofreading, and content development skills.

• Demonstrated experience developing customer-facing communications across digital and traditional channels.

• Experience developing communication plans and supporting cross-functional initiatives.

• Strong understanding of plain language principles and customer-focused communication practices.

• Ability to manage multiple priorities and work effectively with diverse stakeholder groups.

• Experience working in financial services required; insurance industry experience preferred.

• Knowledge of regulatory, compliance, and risk considerations related to customer communications is an asset.

• Bilingualism in English and French is an asset.

What Success Looks Like

• Customers receive clear, consistent, and easy-to-understand communications across TDI products and channels.

• Customer-facing content reflects a unified TDI voice and supports a positive customer experience.

• Communication plans are delivered effectively and support successful business initiatives.

• Plain language principles are embedded across communications, improving customer understanding and reducing confusion.

• Stakeholders view the Communications Specialist as a trusted partner and subject matter expert in customer communications.

• Communications consistently meet TD brand, legal, compliance, privacy, and customer experience expectations.

#LI-TDI and #IN-TDI

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. 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. 

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):