The Journeys & Integration team is dedicated to creating personalized end-to-end customer journeys for Consumer Bank, that deliver customers the right message, at the right time, in the right place. We are seeking a strategic martech professional to lead the business and product strategy, audience architecture and delivery of personalized customer experiences. In this role, you will serve as the critical liaison between business stakeholders and technical engineering teams to translate business vision into automated, data-driven customer experiences.
As the Personalization Experience Lead on the Journeys & Integration team, you will lead the “build-in” strategy and execution into personalization technology platforms, and own the strategic roadmap and execution framework for scaling personalized customer journeys across our omni-channel ecosystem. Operating at the intersection of customer experience strategy, data engineering and product management, you will act as the translator who converts high-level business goals into precise audience builds and technical deployment. Your work will directly refine how we engage customers, moving from static campaigns to dynamic, real-time interactions that drive measurable business value.
**Job responsibilities **
- Lead end-to-end personalization strategy and delivery of personalized, omni-channel Consumer Bank experiences
- Act as primary strategic liaison and translator between marketing/product, architecture and tech execution/engineering teams
- Translate complex business and marketing strategies into clear, actionable technical requirements and audience build specifications
- Define and oversee framework for audience segmentation, data orchestration and real-time decisioning rules
- Maximize capabilities of our existing technology stack and identify future state requirements
- Establish governance models and operational workflows that streamline journey delivery and speed to market
- Collaborate with data science and analytics teams to embed modeling into delivery framework
- Monitor ecosystem performance, establishing key performance metrics that tie personalization efforts to business OKRs
- Manage and prioritize a complex backlog of personalization use cases, balancing immediate business value with long-term scalability
- Drive change management and education across marketing and product teams to champion a data-driven, customer-centric experimentation culture in this space
- Monitor emerging marketing and industry trends, track competitor strategies and performance, and translate insights into opportunities to differentiate and improve the customer experience
Required qualifications, capabilities and skills
- Ability to speak both technical language with engineers and business language with non-technical stakeholders
- Functional understanding of SQL
- Martech expertise with strong strategy experience and deep technical literacy in audience and experience building, CRM systems, and marketing automation suites like Salesforce Marketing Cloud
- Advanced stakeholder management, relationship-building and negotiation skills
- Comfortable working in a highly matrixed organization and driving alignment across teams
- Strong foundational knowledge of data structures, audience building and real-time decisioning engines
- Experience managing complex project lifecycles, Agile frameworks and bridging the gap between marketing roadmaps and technical sprint cycles
- Proven ability to design scalable, end-to-end customer journey strategies that align with overarching business growth objectives
- Strong proficiency in using data, testing methodologies and analytics tools to evaluate journey performance and drive continuous optimization
- Advanced verbal and written communication skills with the ability to simplify highly technical concepts into clear, visual process frameworks or business cases
- 8 plus years of product, digital or marketing experience
Preferred qualifications, capabilities and skills:
- Strategy and technical delivery experience, audience personalization strategies
- Experience working directly within or leading scaled Agile framework (SAFe) or Scrum operational structures
- Able to balance strategic, big-picture thinking with technical deep dives into details
- Is a fantastic partner who exemplifies strong collaboration
- Constantly pushes boundaries of “what could be” to drive innovation
- Is data driven and analytical, while also being a creative thinker
- Is vigorous and thorough in their management of details