Customer Journey Manager

About the role

At Fidelity, we've been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we're constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future. Working with us means you'll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You'll have a wide range of opportunities to grow and develop your career in an inclusive environment where you'll feel valued and supported to be your best - both personally and professionally. What We Do 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.

Responsibilities

• Journey Design & Orchestration Strategy
• 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.
• Platform Administration & Data Integration
• 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
• Requirements Definition & Cross-Functional Alignment
• 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
• End-to-End Experience Validation, Testing & Release Support
• 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
• Journey Performance Alignment & Optimization
• 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
• Vendor Management & External Partner Coordination
• 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
• Governance, Standards & Best Practices
• 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
• Expertise You Will Bring
• Advanced know

Additional Information

Job Description Current work authorization for Canada is required for all openings. You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement. The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

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