Head of Loyalty Strategy

Fidelity Investments•Jersey City, NJ

1d•$125,000 - $258,000•Onsite

About The Position

Reporting to the Head of Business Marketing, you will lead the strategic vision for how Fidelity incentivizes and rewards customer behavior to drive deeper engagement, loyalty, and long-term value. You will define and build the next generation loyalty program, grounded in customer insight and aligned to enterprise growth priorities. You will develop the loyalty strategy roadmap, including guiding principles, program design, and measurement framework, ensuring a consistent and scalable approach across the Fidelity consumer base. This includes establishing a clear view of high-value behaviors and lifecycle opportunities, translating them into actionable marketing strategies. You will lead an outside-in approach to strategy development, leveraging customer research, interviews, and analysis of NPS and engagement drivers to shape differentiated experiences that strengthen relationships and increase retention. You will also guide test-and-learn initiatives to refine program components and optimize impact over time.

Requirements

10+ years of experience in marketing, CX, business strategy and/or loyalty
Deep experience in customer strategy, loyalty, and lifecycle marketing with a strong track record of building customer-centric programs that drive measurable business outcomes
Ability to translate customer needs into scalable, enterprise-level strategies
Outside-in mindset, combining customer research, behavioral data, and competitive insight to inform strategy and decision making
Strong people leader who coaches teams to think strategically, apply customer insight, and deliver with clarity and focus

Responsibilities

Lead the strategic vision for customer behavior incentives and rewards to drive engagement, loyalty, and long-term value.
Define and build the next generation loyalty program, grounded in customer insight and aligned to enterprise growth priorities.
Develop the loyalty strategy roadmap, including guiding principles, program design, and measurement framework.
Establish a clear view of high-value behaviors and lifecycle opportunities, translating them into actionable marketing strategies.
Lead an outside-in approach to strategy development, leveraging customer research, interviews, and analysis of NPS and engagement drivers.
Shape differentiated experiences that strengthen relationships and increase retention.
Guide test-and-learn initiatives to refine program components and optimize impact over time.