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 alignme...