Linda Verba
EVP, Head of Service Strategy, TD Bank
TD Bank prides itself on its award-winning customer service, and it's up to Linda Verba to ensure that its standards don't slip. Formerly the head of retail banking, Verba transitioned to a newly created role as head of service strategy in February 2013 at the urging of then-CEO Bharat Masrani. Her responsibilities include challenging employees to constantly be thinking like a customer and encouraging them to develop new processes that take the pain out of everyday banking. This "Road to Legendary" initiative, as it's called internally, seems to be working. The bank's customer satisfaction rankings are well above the industry average in all of its major markets, according to J.D. Power's most recent survey of retail banking customers. Verba is also charged with creating a more diverse workplace, and is succeeding there as well. The bank was recognized by DiversityInc magazine as one of the top 50 companies for diversity in both 2013 and 2014.
