Customer Journey Strategy Lead – Vice President

The Journey team is dedicated to understanding and improving end-to-end customer experiences for Consumer Bank Marketing by turning customer pain points into meaningful opportunities for growth. We are seeking a strategic marketing professional to lead customer journey strategy from awareness and conversion through onboarding and deepening. This role will play a critical part in uncovering actionable insights, and translating them into data-driven marketing strategies that drive conversion, activation and retention.

As a Customer Journey Strategy Lead on the Becoming a Customer Journey team, you will map and analyze end-to-end customer experiences to assess the current state, identify pain points, and surface opportunities to improve. You will partner with research, analytics, and customer/banker feedback teams to leverage data, insights, and AI-enabled tools to deepen customer understanding and shape strategies that improve experiences and key KPIs. You will also lead end-to-end funnel health reporting to measure conversion effectiveness as a driver of account growth, pinpoint targeted areas for improvement, and inform prioritization.

Job responsibilities

• Lead end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints

• Apply a customer-first mindset by stepping into the customer’s perspective to identify unmet needs, friction points, and moments of opportunity

• Facilitate cross-functional workshops to map journeys, uncover pain points, and ideate on solutions

• Partner closely with research, customer feedback, and data & analytics teams to synthesize qualitative and quantitative insights

• Translate insights into clear, actionable recommendations that inform marketing strategies and prioritization

• Monitor emerging marketing and industry trends, track competitor strategies and performance, and translate insights into opportunities to differentiate and improve the customer experience

• Identify CX/EX friction and opportunities in partnership with feedback and social listening teams

• Own and manage research prioritization and execution, ensuring alignment to key business priorities

• Develop data-led strategies informed by customer insights and journey analysis

• Collaborate with cross-functional partners to bring strategies to life, ensuring alignment across teams

• Own end-to-end funnel health reporting view to measure conversion effectiveness

Required qualifications, capabilities and skills

• Ability to synthesize complex data into clear, compelling narratives and actionable recommendations

• Strong analytical, problem-solving, and strategic planning skills

• Proven ability to take initiative, influence stakeholders, and deliver results

• Strong facilitation skills; experience leading cross-functional workshops and/or projects

• Comfortable working in a highly matrixed organization and driving alignment across teams

• Ability to manage multiple initiatives simultaneously under tight deadlines

• Comfortable operating in an environment with shifting priorities and ambiguity

• Customer-first mindset with strong empathy and curiosity

• Excellent written and verbal communication and presentation skills

• Builds strong partnerships and is recognized as a collaborative team player

• 10+ years of marketing, digital or product experience

Preferred qualifications, capabilities and skills

• Experience with lifecycle marketing or activation strategies

• Is a fantastic partner who exemplifies strong collaboration

• Is highly curious and never settles for good enough

• Is data driven and analytical, while also being a creative thinker

• Is vigorous and thorough in their management of details

• Constantly pushes boundaries of “what could be” to drive innovation

• Able to balance strategic, big-picture thinking with deep dives into details when needed