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 mapping and our account opening activation strategy and delivery. 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 Marketing Senior Associate in the Becoming a Customer Journey team, you will map and analyze end-to-end customer experiences to understand the current state, identify pain points, and surface opportunities for improvement. 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 our account activation strategy and delivery, a critical driver of customer retention. In this role, you will own the immediate post-account opening experience, including campaign management of the account opening confirmation email ensuring customers are set up for success.

Job responsibilities

• Lead and support end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints

• 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

• Own and manage the customer research backlog with internal and external agency partners, ensuring alignment to key business priorities

• Facilitate stakeholder and agency discussions to drive alignment, decisions, and clear next steps

• 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 the strategy and execution of account opening activation touchpoints, including confirmation screens and confirmation emails

• Optimize messaging, design, and timing to drive engagement, trust, and next-best actions

• Test and iterate activation strategies based on performance data and customer feedback

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 with strong partnership skills and team player mentality

• 4+ years of marketing, digital or product experience

• Bachelor's degree

Preferred qualifications, capabilities and skills

• Experience with lifecycle marketing or activation strategies

• Financial Services industry experience

• Is a fantastic partner who exemplifies strong collaboration, highly curious and never settles

• 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