Customer Journey Strategy Lead – Vice President
The Journey team is dedicated to understanding and improving end-to-end customer experiences for Consumer Bank Marketing by turning customer pain points into meaningful opportunities for growth. We are seeking a strategic marketing professional to lead customer journey strategy from awareness and conversion through onboarding and deepening. This role will play a critical part in uncovering actionable insights, and translating them into data-driven marketing strategies that drive conversion, activation and retention.
As a Customer Journey Strategy Lead on the Becoming a Customer Journey team, you will map and analyze end-to-end customer experiences to assess the current state, identify pain points, and surface opportunities to improve. You will partner with research, analytics, and customer/banker feedback teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that improve experiences and key KPIs. You will also lead end-to-end funnel health reporting to measure conversion effectiveness as a driver of account growth, pinpoint targeted areas for improvement, and inform prioritization.
Job responsibilities
- Lead end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints
- Apply a customer-first mindset by stepping into the customer’s perspective to identify unmet needs, friction points, and moments of opportunity
- Facilitate cross-functional workshops to map journeys, uncover pain points, and ideate on solutions
- Partner closely with research, customer feedback, and data & analytics teams to synthesize qualitative and quantitative insights
- Translate insights into clear, actionable recommendations that inform marketing strategies and prioritization
- Monitor emerging marketing and industry trends, track competitor strategies and performance, and translate insights into opportunities to differentiate and improve the customer experience
- Identify CX/EX friction and opportunities in partnership with feedback and social listening teams
- Own and manage research prioritization and execution, ensuring alignment to key business priorities
- Develop data-led strategies informed by customer insights and journey analysis
- Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across teams
- Own end-to-end funnel health reporting view to measure conversion effectiveness
Required qualifications, capabilities and skills
- Ability to synthesize complex data into clear, compelling narratives and actionable recommendations
- Strong analytical, problem-solving, and strategic planning skills
- Proven ability to take initiative, influence stakeholders, and deliver results
- Strong facilitation skills; experience leading cross-functional workshops and/or projects
- Comfortable working in a highly matrixed organization and driving alignment across teams
- Ability to manage multiple initiatives simultaneously under tight deadlines
- Comfortable operating in an environment with shifting priorities and ambiguity
- Customer-first mindset with strong empathy and curiosity
- Excellent written and verbal communication and presentation skills
- Builds strong partnerships and is recognized as a collaborative team player
- 10+ years of marketing, digital or product experience
Preferred qualifications, capabilities and skills
Experience with lifecycle marketing or activation strategies
- Is a fantastic partner who exemplifies strong collaboration
- Is highly curious and never settles for good enough
- Is data driven and analytical, while also being a creative thinker
- Is vigorous and thorough in their management of details
- Constantly pushes boundaries of “what could be” to drive innovation
- Able to balance strategic, big-picture thinking with deep dives into details when needed