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

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