Customer Journey Manager

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.

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 messages, email, SMS and web.
• Define audience strategy and lifecycle targeting frameworks.
• Ensure alignment to business KPIs and customer experience standards.
• Manage documentation and 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 aligned 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 activation channels (emails, push notifications, mobile & web experiences).
• 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 knowledge of customer journey orchestration technologies (Braze, Marketo, Adobe Journey Optimizer, others).
• Demonstrated ability to design, activate and optimize journeys.
• Proficiency in AI‑driven personalization, next‑best‑action models, and testing frameworks.
• Strong analytical and storytelling skills with ability to link data insights to business impact.
• Project management, strong organizational skills and ability to quickly pivot and manage changing priorities.
• Familiarity with data privacy, consent management and compliance frameworks (CASL, PIPEDA, etc.).
• Experience working in agile environments using Jira, Workfront, or similar tools.
• Ease and comfort in working with data, including personally identifiable information, with a deep understanding of best practices in handling sensitive information.
• Detail‑oriented with a bias toward measurement, accountability, and continuous improvement.

What We’re Looking For

• 3+ years in marketing automation, digital marketing or journey orchestration roles.
• University degree or equivalent experience.
• Proven success executing omnichannel customer journeys that improve business outcomes.
• 2+ years of direct experience with Adobe Journey Optimizer, Marketo, Salesforce Journey Builder or journey orchestration technology.
• Proven ability to link journey activation to measurable outcomes — CLV uplift, churn reduction, or increased product breadth.
• Experience integrating CDP, CRM and analytics systems for audience activation.
• Strong analytical and reporting capability.
• Demonstrated collaboration within cross‑functional, matrixed marketing environments.
• Prior experience in financial services, fintech, or enterprise B2B/B2C marketing considered a strong asset.
• Familiarity with Adobe Customer Journey Analytics (CJA) or similar reporting tool.
• Adobe Journey Optimizer Business Practitioner or AEP certification.
• Nice to have Agile/Scrum certification (CSM, CSPO), Certified Customer Experience Professional (CCXP), Canadian Securities Course (CSC).

Benefits

• Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $105,000 to $129,000, based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

Equal Opportunity Employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally protected ground.

Accommodation During the Application Process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at View email address on ca.talent.com.