Marketing Senior Associate, Consumer Bank

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 mapping and our account opening activation strategy and delivery.

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 Marketing Senior Associate in the Becoming a Customer Journey team, you will map and analyze end-to-end customer experiences to understand the current state, identify pain points, and surface opportunities for improvement.

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 our account activation strategy and delivery, a critical driver of customer retention.

In this role, you will own the immediate post-account opening experience, including campaign management of the account opening confirmation email ensuring customers are set up for success.

Job responsibilities


* Lead and support end-to-end customer journey mapping initiatives to deeply understand customer experiences across key touchpoints


* 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


* Own and manage the customer research backlog with internal and external agency partners, ensuring alignment to key business priorities


* Facilitate stakeholder and agency discussions to drive alignment, decisions, and clear next steps


* 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 the strategy and execution of account opening activation touchpoints, including confirmation screens and confirmation emails


* Optimize messaging, design, and timing to drive engagement, trust, and next-best actions


* Test and iterate activation strategies based on performance data and customer feedback

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 high...