Customer Journey Architect

Verizon • Basking Ridge, NJ

8h • Hybrid

About The Position

As a Customer Journey Architect within Verizon Business Product and Marketing Organization, you’ll be responsible for the technical orchestration of real-time marketing (RTM) use cases. You will serve as the primary bridge between business strategy and technical execution, specifically focusing on the Adobe Experience Platform (AEP) ecosystem. Your role is highly technical and hands-on; you will not only design the logic for customer interactions but also build, troubleshoot, and optimize those journeys within Adobe Journey Optimizer (AJO). Working closely with stakeholders, you will translate complex business requirements into scalable technical workflows. You will lead the configuration of real-time behavioral triggers and ensure the underlying data architecture supports seamless, personalized experiences across all customer touchpoints.

Requirements

• Bachelor’s degree or four or more years of work experience.
• Direct, hands-on experience building and troubleshooting in Adobe Experience Platform (AEP) and Adobe Journey Optimizer (AJO).
• Experience managing multiple high-stakes technical projects simultaneously in a fast-paced, dynamic environment.

Nice To Haves

• Adobe Certified Professional or Expert credentials in Adobe Journey Optimizer or Adobe Experience Platform.
• Master’s degree in Computer Science, Information Systems, or a related technical field.
• Expert-level understanding of XDM (Experience Data Model) and real-time profile stitching.
• Experience with API testing tools (e.g., Postman) and debugging web/mobile event data.
• Strong proficiency in SQL and experience working with big data environments to fuel personalization.
• Proven track record of optimizing "Next Best Action" engines or real-time decisioning frameworks.

Responsibilities

• Journey Orchestration & Execution: Architecting, building, and maintaining end-to-end customer journeys in Adobe Journey Optimizer (AJO) using complex branching logic, frequency capping, and real-time triggers.
• Technical Troubleshooting: Performing deep-dive technical QA and debugging of journey payloads, API integrations, and event-based triggers to ensure flawless execution.
• AEP Technical Strategy: Configuring and managing XDM schemas, identity namespaces, and profile segments within the Adobe Experience Platform to ensure data is "journey-ready."
• Stakeholder Partnership: Leading use case discovery sessions with business partners to define technical requirements and translate marketing goals into automated, real-time workflows.
• Optimization & Experimentation: Driving continuous improvement of journeys through A/B testing, path analysis, and performance monitoring to maximize conversion and engagement.
• Roadmap Influence: Partnering with Adobe and internal engineering teams to influence product roadmaps and ensure the platform scales with our evolving CX needs.
• Data Governance: Ensuring all journeys adhere to privacy standards and data governance policies while maintaining high data integrity across the RTM stack.

Benefits

• health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance
• matched 401(k) savings plan
• up to 8 company paid holidays per year and up to 6 personal days per year
• paid parental leave
• adoption assistance and tuition assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees