Director, Journey Orchestration Lead

Job Description:

Please Note: We are unable to consider visa sponsorship for this role.

The role of Director, Journey Orchestration Lead reporting to the Journey Design & Creation Team Lead will be responsible for overseeing the end-to-end journey development and lifecycle.

This role sits within the Journey Orchestration team, aligned to transforming our go to market approach to engage customers through tailored experiences across channels, moving us forward from product-centered to customer-centric journeys through the enablement of our new Customer Data Platform (CDP).

The Journey Lead will develop the strategy, brief, and design and work across teams to bring it to life. The Journey Orchestration Lead collaborates with partners across the organization to activate the necessary data and capabilities to launch and measure journeys effectively. The lead will have a strong understanding of the campaign and journey ecosystem and inform decisions on new journeys to create based on this knowledge.

• Strategy & Design: Purposefully design journeys to help prospects and customers complete actions that are important to them while creating meaningful experiences along the way. Use data to inform hypothesis-driven learning agenda

• Capabilities Development: Develop the innovation and capability agenda for MarTech and Data & Analytics partners to enable journey orchestration.

• Journey Development & Execution: Design journeys and develop the briefs based on best practices and data. Manage the end-to-end creation and execution of a new journey.

• Journey Requirements & Documentation: Develop, prioritize and socialize business and marketing requirements to enable delivery of the desired customer experience. Coordinate with stakeholders to understand system and data constraints, partnering with them to identify solutions that overcome blockers.

• Analytics: Analyze and report out on journey KPIs against targets. Collaborate with data partners to ensure measurement needs for journeys can be supported and learning agendas can be delivered on.

• Scale: Document best practices for how and when to use journeys. Advise on journey use case selection, prioritization and optimization decisions that ultimately move us to scale.

• BA/BS degree is required, an MBA is desired
• Experience: 10+ years of marketing focused on growing business and customer outcomes
• Experience designing customer and prospect journeys to engage them throughout the customer lifecycle and drive desired customer and business outcomes
• Experience working with data & analytics teams and technology teams to launch innovative marketing for a large and/or regulated company
• Experience integrating and utilizing propensity models to empower audience engagement and journeys across key moments in the customer experience
• Ability to work with cross functional teams and influence partners
• Experience writing business and marketing requirements for technology needs
• Ability to see the storyline in data to drive actionable insights, synthesize and present results to senior leaders
• You are highly collaborative and enjoy working in a highly matrixed environment
• You bring innovative thinking and sensible risk taking to any project you tackle
• Strong attention to details, program management skills, ability to multi-task and prioritize
• Enjoy tracking, triaging and solving issues in real-time
• Process and detail-oriented thinker who provides clear direction and maintains clear communication with others about the work and results
• Ability to articulately communicate technical concepts to non-technical partners.
• Experience in owned channel marketing, customer journey mapping, campaign management and the major marketing platforms (Salesforce, Adobe, Google, etc.)
• Ability to thrive in a fast-paced environment and are easily adaptable to change