TD Bank (No. 38 on the Fair360, formerly DiversityInc Top 50 Companies list) has named Barry Baird Head of Customer Experience.
Baird joins TD Bank from PayPal, where he was most recently Head of Business Operations, Project Management Operations, PayPal Credit Card Program. Barry’s accountabilities included end-to-end program management of all new PayPal credit initiatives and roadmap prioritization, including all major product and platform builds. He joined PayPal Credit in 2012 as Head of Voice of Customer Customer Experience. Prior to joining PayPal, Barry spent 19 years at Bank of America and MBNA, where he held a variety of leadership roles managing Product Development, Customer and Associate Experience, Fulfillment, Credit Acquisition, and Telemarketing.
“Barry brings to TD a proven track record of success in customer satisfaction and financial service,” said Jane Russell, Head of Consumer Distribution, TD Bank. “He is passionate about delivering exceptional experiences to customersand employees, which aligns well with our mission and values. His insight and background will serve him well in this role and we’re thrilled to have him join TD.”
Baird’s nearly 25 years of experience identifying, addressing, and alleviating customer pain points will serve him well as he drives TD Bank’s customer strategy and ensures seamless experiences for the bank’s nearly nine million customers from Maine to Florida. Key to his role will be working with teams across the bank to drive one consistent approach to TD Bank’s WOW! customer experience, while also leading unified customer problem resolution.
“TD takes its commitment to delighting customers seriously, which was incredibly appealing to me,” Baird said. “I am excited to share my expertise and passion for elevating customer and employee experiences while innovating in the marketplace and delivering more value for customers, colleagues, and communities.”
Baird has a BA in History from Virginia Polytechnic Institute and State University and earned his Master of Business Administration in Finance and Marketing from the University of Delaware. He resides in Kennett Square, Pa.
