Please Note: We are unable to consider visa sponsorship for this role.
The role of Director, Journey Orchestration Lead reporting to the Journey Design & Creation Team Lead will be responsible for overseeing the end-to-end journey development and lifecycle.
This role sits within the Journey Orchestration team, aligned to transforming our go to market approach to engage customers through tailored experiences across channels, moving us forward from product-centered to customer-centric journeys through the enablement of our new Customer Data Platform (CDP).
The Journey Lead will develop the strategy, brief, and design and work across teams to bring it to life. The Journey Orchestration Lead collaborates with partners across the organization to activate the necessary data and capabilities to launch and measure journeys effectively. The lead will have a strong understanding of the campaign and journey ecosystem and inform decisions on new journeys to create based on this knowledge.
The Journey Lead will be focused on:
Strategy & Design: Purposefully design journeys to help prospects and customers complete actions that are important to them while creating meaningful experiences along the way. Use data to inform hypothesis-driven learning agenda
Capabilities Development: Develop the innovation and capability agenda for MarTech and Data & Analytics partners to enable journey orchestration.
Journey Development & Execution: Design journeys and develop the briefs based on best practices and data. Manage the end-to-end creation and execution of a new journey.
Journey Requirements & Documentation: Develop, prioritize and socialize business and marketing requirements to enable delivery of the desired customer experience. Coordinate with stakeholders to understand system and data constraints, partnering with them to identify solutions that overcome blockers.
Analytics: Analyze and report out on journey KPIs against targets. Collaborate with data partners to ensure measurement needs for journeys can be supported and learning agendas can be delivered on.
Scale: Document best practices for how and when to use journeys. Advise on journey use case selection, prioritization and optimization decisions that ultimately move us to scale.
The Expertise and Skills You Bring
BA/BS degree is required, an MBA is desired
Experience: 10+ years of marketing focused on growing business and customer outcomes
Experience designing customer and prospect journeys to engage them throughout the customer lifecycle and drive desired customer and business outcomes
Experience working with data & analytics teams and technology teams to launch innovative marketing for a large and/or regulated company
Experience integrating and utilizing propensity models to empower audience engagement and journeys across key moments in the customer experience
Ability to work with cross functional teams and influence partners
Experience writing business and marketing requirements for technology needs
Ability to see the storyline in data to drive actionable insights, synthesize and present results to senior leaders
You are highly collaborative and enjoy working in a highly matrixed environment
You bring innovative thinking and sensible risk taking to any project you tackle
Strong attention to details, program management skills, ability to multi-task and prioritize
Enjoy tracking, triaging and solving issues in real-time
Process and detail-oriented thinker who provides clear direction and maintains clear communication with others about the work and results
Ability to articulately communicate technical concepts to non-technical partners.
Experience in owned channel marketing, customer journey mapping, campaign management and the major marketing platforms (Salesforce, Adobe, Google, etc.)
Ability to thrive in a fast-paced environment and are easily adaptable to change
The Team
This role will be part of a Marketing Channels Team that together leads strategy, performance and personalization of all Marketing Channels. The Marketing Channels Team is one of several teams that make up the Marketing and Social Platforms Team which is led by the firm’s CMO. The Journey Orchestration Team is a newly formed team created to lead the strategic initiative to transform our go to market approach to engage customers through tailored experiences across channels.
The base salary range for this position is $103,000-211,000 USD per year.Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.
Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.
We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.
Certifications:Category:MarketingTop Skills
Fidelity Investments Boston, Massachusetts, USA Office
245 Summer St, Boston, MA, United States, 02210
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