Customer Journey Manager

Description

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

What We Do

The Customer Journey Manager is responsible for designing and orchestrating end-to-end customer journeys that connect Fidelity Canada’s marketing strategy with measurable client outcomes.

Reporting to the Director, Customer Journey Strategy, this role focuses on journey design, orchestration logic, customer experience validation, and cross-functional coordination across channels using Adobe Journey Optimizer (AJO) and supporting Martech platforms.

The Customer Journey Manager acts as the bridge between business strategy and execution, translating business goals into scalable journey designs, functional requirements, and high-quality customer experiences.

The ideal candidate combines marketing strategy, lifecycle design, and journey orchestration expertise, partnering across business, technology, and delivery teams to drive engagement, retention, and growth.

What You Will Do

Journey Design & Orchestration Strategy

• Design end-to-end customer journeys across acquisition, onboarding, engagement, retention and reactivation

• Collaborate with internal stakeholders (Marketing, product, sales and technology) to map customer touchpoints and identify journey friction points

• Translate business goals into functional journey requirements

• Develop journey logic, triggers, decisioning rules, and channel sequencing across mobile content cards, push notifications, in-app message, email, sms and web

• Define audience strategy and lifecycle targeting frameworks

• Ensure alignment to business KPIs and customer experience standards

• Manage documentation, version control of journey maps and associated assets.

Platform Administration & Data Integration

• Act as power user of Adobe Journey Optimizer (AJO) to review journeys that were set up by the Journey engineer

• Partner with Martech teams to ensure data readiness and integration across Adobe Journey Orchestrator, Customer Data Platform and CRM sources.

• Validate data inputs, triggers, and audience alignment, including AI decisioning features aligning with requirements and next best action selection

• Support governance, data accuracy, and compliance requirements

• Contribute to platform configuration decisions with Journey engineering partners

Requirements Definition & Cross-Functional Alignment

• Act as functional requirements owner for journey execution

• Partner with Strategy & Delivery Managers on prioritization and roadmap

• Translate concepts into execution-ready requirements

• Collaborate with cross-functional teams on messaging and experience design

• Facilitate stakeholder alignment workshops

End-to-End Experience Validation, Testing & Release Support

• Lead functional end-to-end testing across all of the activation channels (emails, push notification, mobile & web experiences show up as expected per requirements)

• Validate journey logic, sequencing and personalization

• Identify and resolve experience gaps and defects

• Partner on release readiness and go-live validation

• Support release coordination activities

Journey Performance Alignment & Optimization

• Define journey KPIs aligned to business outcomes

• Partner with Digital Insights to analyze performance

• Recommend optimizations for targeting, sequencing and logic

• Support A/B testing and experimentation strategies

Vendor Management & External Partner Coordination

• Support vendor engagement for journey execution and platform capabilities

• Align with vendor partners on delivery priorities

• Participate in governance, issue resolution and capability enablement

• Ensure vendor deliverables align to internal strategy

Governance, Standards & Best Practices

• Maintain journey design documentation and frameworks

• Establish standards for journey structure and logic

• Ensure compliance with governance and privacy requirements

• Contribute to scalable lifecycle frameworks and reusable patterns

Expertise You Will Bring

• Advanced knowledge of customer journey orchestration technologies (Braze, Marketo, Adobe Journey Optimizer, others).

• Demonstrated ability to design, activate and optimize journeys.

• Proficiency in AI-driven personalization, next-best-action models, and testing frameworks.

• Strong analytical and storytelling skills with ability to link data insights to business impact.

• Project management, strong organizational skills and ability to quickly pivot and manage changing priorities

• Familiarity with data privacy, consent management, and compliance frameworks (CASL, PIPEDA, etc.).

• Experience working in agile environments using Jira, Workfront, or similar tools.

• Ease and comfort in working with data, including personally identifiable information. Including a deep understanding of best practices in handling sensitive information.

• Detail-oriented with a bias toward measurement, accountability, and continuous improvement.

What We’re Looking For

• 3+ years in marketing automation, digital marketing or journey orchestration roles.

• University degree or equivalent experience

• Proven success executing omnichannel customer journeys that improve business outcomes.

• 2+ years of direct experience with Adobe Journey Optimizer, Marketo, Salesforce Journey Builder or journey orchestration technology.

• Proven ability to link journey activation to measurable outcomes — CLV uplift, churn reduction, or increased product breadth

• Experience integrating CDP, CRM, and analytics systems for audience activation.

• Strong analytical and reporting capability.

• Demonstrated collaboration within cross-functional, matrixed marketing environments.

• Prior experience in financial services, fintech, or enterprise B2B/B2C marketing considered a strong asset.

• Familiarity with Adobe Customer Journey Analytics (CJA) or similar reporting tool.

• Adobe Journey Optimizer Business Practitioner or AEP certification.

• Nice to have: Agile/Scrum certification (CSM, CSPO), Certified Customer Experience Professional (CCXP), Canadian Securities Course (CSC).

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $105,000 to $129,000, based on your experience and qualifications.

• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organization—an opportunity to step into a role where your talents will make a meaningful difference.