Customer Journey Optimization Developer

Job DescriptionCurrent work authorization for Canada is required for all openings. You will be working on a flexible 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.Who We Are
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 expertly.Business Overview
The Customer Journey Optimization Developer is responsible for the technical configuration, build, QA, deployment support, and operational optimization of customer journeys within Adobe Journey Optimizer (AJO) and related marketing automation platforms, such as Adobe Real Time Customer Data Platform (CDP), and Customer Journey Analytics (CJA). Reporting to the Director, Customer Journey Strategy, this role brings forward core marketing orchestration skills—including campaign workflow build, audience segmentation, data quality, testing, troubleshooting, documentation, platform best practices, AI-enabled automation, and event-based decisioning—and expands them into real‑time, event‑driven journey orchestration across email, push notifications, in‑app messaging, content cards, and future digital channels. The role partners with Marketing Technology to identify, prioritize, and unlock the data needed to enable more robust client targeting, segmentation, personalization, decisioning, and real‑time journey activation. Working closely with Customer Journey Managers, Lifecycle Marketing Managers, Marketing Technology, Analytics, and delivery partners, the Customer Journey Optimization Developer translates approved journey designs and functional requirements into scalable journey builds and owns technical execution, configuration accuracy and functional QA, release readiness support, and continuous improvement of journey build processes.Key Accountabilities
Technical Journey Build and Configuration
Serve as the administrator and power user of Adobe Journey Optimizer or similar customer journey or marketing automation platformsCreate technical requirements documentation from approved functional requirements and build end-to-end marketing journeys, including triggers, audience segmentation, orchestration logic, exits, suppressions, and channel executionConfigure audiences, personalization, reusable templates, and AI/next-best-action and event decisioning rules across email, push, in-app/content cards, and related channelsTechnical Feasibility, Data and Martech Enablement
Work closely with Customer Journey Managers, Marketing Technology and Analytics to assess platform feasibility and data readiness for approved journeys, including audience, event, consent, profile, and measurement needsPartner with Martech, Analytics, and data teams to validate segmentation, triggers, exclusions, personalization, decisioning, and dependenciesQuality Assurance, Testing and Release Readiness
Execute platform and functional QA for journey logic, data, personalization, suppressions, tracking, and channel renderingResolve defects, support UAT, and maintain evidence, release notes, configuration logs, and launch checklistsMeasurement, Experimentation and Continuous Optimization
Configure tracking, reporting inputs, A/B tests, holdouts, variants, and control logic required to measure journey performanceMonitor live journeys and improve build, QA, template, data, and workflow practices using performance insights, recurring issues, platform releases, automation, and AI capabilitiesOperational Support and Platform Governance
Monitor and troubleshoot live journeys, including data, trigger, eligibility, personalization, suppression, and delivery issuesMaintain operating standards, reusable components, guardrails, QA checklists, controls, and technical documentationWhat We’re Looking For
Strong hands‑on knowledge of Adobe Journey Optimizer (AJO) or similar journey orchestration and marketing automation platformsUnderstanding of event-driven marketing, real-time triggers, audience segmentation, consent logic, customer data platforms, and personalization frameworksExperience configuring multi-channel journeys and campaigns across email, push notifications, in-app/content cards, landing pages, integrated forms, and future digital channelsStrong QA, troubleshooting, analytical, and problem-solving skills with careful attention to configuration accuracy and data qualityAbility to interpret business and functional requirements, translate them into technical execution, document build decisions, and collaborate effectively across Marketing, Martech, Analytics, and delivery partnersEducation
University degree or equivalent work experiencePost-secondary education in Marketing, Business, Digital Technology, Computer Science, Data, Communications, or a related field, or equivalent work experienceExperience in marketing automation, Martech, journey orchestration, or campaign workflow platforms such as Adobe Journey Optimizer, Braze, Marketo, or Salesforce Marketing CloudDirect experience with Adobe Experience Platform, Real-Time CDP, Customer Journey Analytics, Adobe Target, Braze, CRM or sales enablement tools such as Salesforce, landing pages, integrated forms, lead generation workflows, or regulated financial services marketing environmentsTraining or coursework in marketing automation, customer data platforms, analytics, digital marketing, or agile delivery considered an assetPlatform certification in Adobe Journey Optimizer, Marketo, Salesforce Marketing Cloud, Braze or related Martech platforms considered an assetTotal Rewards That Reflect Your Impact
We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well‑being tomorrow. For this role, your total rewards include:Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $111,000 to $135,000 based on your experience and qualificationsRRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching requiredWe’re proud to offer a compensation package that aligns with provincial pay transparency requirementsFlexible working arrangements – 100% remote, hybrid, and in‑office optionsCompetitive total compensation, including company contributions to your group RRSP without a matching requirement from youComprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapyParental leave top‑up to 100% of your salary for a period of 25 weeksUp to $650 for home office equipmentGenerous time off policy, including 2 paid days annually to volunteer at a charity of your choiceDiversity and inclusion programs, including an active network of Employee Resource GroupsExtensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designationWe care a lot about fostering a compassionate, people‑centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.Fidelity Canada is an 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.hrm.tc
Canada’s Top 100 EmployersGreater Toronto's Top EmployersCanada’s Top Family‑Friendly EmployersCanada’s Top Employers for Young PeopleGreat Place To Work® CertifiedBest Workplaces for InclusionBest Workplaces for Mental WellnessBest Workplaces for Today’s YouthBest Workplaces for WomenBest Workplaces in Financial Services & InsuranceBest Workplaces in OntarioBest Workplaces with Most Trusted Executive TeamsLinkedIn Top Companies in CanadaHuman Resource Director (HRD) - Best Place To WorkHRD - 5‑Star Benefit ProgramHRD - 5‑Star Diversity & Inclusion Employer DesignationsCanadian Compassionate Companies – CertifiedBenefits Canada’s Workplace Benefits Award - Future of Work StrategyTalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in RecruitingCanadian HR Reporter’s Most Innovative HR TeamAbout Us
Fidelity Canada has become an employer of choice for talented people seeking rewarding career opportunities in the financial services industry. We look to hire outstanding individuals who want to maximize their potential and be challenged in all aspects of their professional careers. To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here. We’re excited you’re considering Fidelity for your career plans.Fidelity respects the privacy of your information.
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