Customer Journey Manager

Fidelity Canada•Toronto, ON

3d•CA$105,000 - CA$129,000•Hybrid

About The Position

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.

Requirements

Current work authorization for Canada is required
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.
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.

Nice To Haves

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.
Agile/Scrum certification (CSM, CSPO), Certified Customer Experience Professional (CCXP), Canadian Securities Course (CSC).

Responsibilities

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.
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
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
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
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
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
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

Benefits

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume