Director Customer Journey and Personalization (Remote)

First Citizens Bank • Raleigh, NC

11d • Remote

About The Position

We are seeking a creative and data-driven Marketer / Journey Practitioner to join our dynamic marketing team. In this role, you will be responsible for designing, building, and executing exceptional customer experiences. You will focus on the entire campaign lifecycle, from crafting intricate customer journeys and designing compelling messages to launching and optimizing campaigns. The ideal candidate is passionate about understanding the customer and uses technology to deliver personalized, timely, and relevant communications that drive engagement and business growth.

Requirements

• Bachelor's Degree and 10 years of experience in Digital channels and products in Financial Services
• OR High School Diploma or GED and 14 years of experience in Digital channels and products in Financial Services

Nice To Haves

• Proven experience in a digital marketing role with a focus on campaign management, marketing automation, or customer journey orchestration.
• Hands-on experience with Adobe Journey Optimizer is highly preferred. Experience with similar enterprise-level marketing automation platforms (e.g., Salesforce Marketing Cloud, Braze, Marketo) will also be considered.
• Strong understanding of customer lifecycle marketing, audience segmentation, and personalization principles.
• Familiarity with creating and managing content and assets, preferably with experience using a DAM like Adobe Experience Manager Assets.
• Experience with email testing tools, such as Litmus, to ensure cross-client compatibility.
• Analytical mindset with the ability to interpret campaign data, generate insights, and make data-driven decisions.
• Excellent collaboration and communication skills, with the ability to work effectively with technical and non-technical team members.
• A detail-oriented approach with strong organizational and project management skills.
• Bachelor's degree in Marketing, Communications, Business, or a related field.

Responsibilities

• Customer Journey Design & Execution:
• Design and build sophisticated, multi-step customer journeys using Adobe Journey Optimizer to deliver personalized, contextual experiences.
• Utilize real-time event data and batch audience data from Adobe Experience Platform to trigger and orchestrate campaigns.
• Configure journey activities, including conditions, wait times, and channel actions (Email, SMS, Push, In-App) to guide customers through seamless experiences.
• Audience Segmentation & Personalization:
• Create and manage audience segments directly within Adobe Journey Optimizer, leveraging rich customer data to define target groups for campaigns.
• Implement advanced personalization and dynamic content strategies to tailor messages to individual customer attributes, behaviors, and preferences.
• Content & Message Design:
• Design and create engaging content for various digital channels.
• Manage and utilize digital assets from our central repository in Adobe Experience Manager Assets to ensure brand consistency and efficiency.
• Develop and integrate personalized offers using Journey Optimizer's decisioning management capabilities to deliver the most relevant proposition at the right moment.
• Testing & Optimization:
• Rigorously test and validate all campaigns and messages before launch. Use test profiles and sample data to preview content and check personalization logic.
• Leverage Litmus integration to preview and validate email rendering across popular email clients, ensuring a flawless visual experience for every recipient.
• Continuously analyze campaign performance, monitor journey flows, and use insights to optimize for better engagement, conversion, and customer satisfaction.
• Collaboration & Workflow:
• Work closely with System Administrators and Data Engineers to ensure the marketing environment is properly configured and accessible.
• Collaborate with the broader marketing team, data analysts, and product teams to align on campaign goals and strategies.

Benefits

• Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

What This Job Offers

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