Digital Customer Service Manager

Blend is a premier AI services provider, committed to co-creating meaningful impact for its clients through the power of data science, AI, technology, and people. With a mission to fuel bold visions, Blend tackles significant challenges by seamlessly aligning human expertise with artificial intelligence. The company is dedicated to unlocking value and fostering innovation for its clients by harnessing world-class people and data-driven strategy. We believe that the power of people and AI can have a meaningful impact on your world, creating more fulfilling work and projects for our people and clients.
Our Fortune 100 financial services client is seeking a Manager of Customer Journey Management to support their banking partner, a large Canadian national bank. The Manager, Customer Journey Management for Credit Card and Unsecured Lending Portfolio defines, executes, and optimizes the end-to-end digital marketing customer journeys across organic, owned, and paid channels. This role will serve as a strategic advisor, collaborating closely with marketing teams and business line stakeholders to define targets and requirements for digital campaigns, as well as with digital platform subject matter experts in a dedicated squad.
The individual will deliver an integrated, customer-centric digital marketing plan across all customer journey touchpoints.
Approximately a 12-month consulting project with the possibility of extension
Benefits: We do offer benefits to our full-time consultants, including Health, Vision, Dental, 401K plan, Life Insurance, Pretax Commuter Benefits, and an incredibly supportive team cheering you on!
Champion a customer-first, strategic approach coordinating cross-functional digital teams in the creation and flawless execution of end-to-end digital marketing customer journeys across organic, owned, and paid digital channels for specific lines of business.
Build and execute a seamless customer journey, ensuring consistent messaging from one touchpoint to the other to provide an optimal brand and customer experience.
Plan and execute across the authenticated digital channels including online banking and mobile banking.
Oversee the execution across other digital channels in customer acquisition, sales, engagement, and adoption campaigns for assigned business lines.
Deliver post-campaign analysis of marketing campaigns with insights and recommendations for future consideration that add value for the customer.
Coordinate subject matter expertise across platforms to proactively identify and recommend future campaigns and initiative improvements through active awareness by staying ahead of emerging customer needs. Leverage a high level of digital marketing tactics, channel metrics, industry best practices, and A/B/multivariate test results.
Provide input to help support the strategy for evolving the authenticated & unauthenticated digital banking channels.
Participate in agile squads/sprints as a Subject Matter Expert to help shape and develop new functionality, user experiences, customer journeys, and other initiatives to meet customer demands and drive sales, online and mobile banking adoption, and customer engagement initiatives.
Lead all campaign testing activities across channels, including coordinating campaign launch dates, optimizing marketing calendar, as well as responsible for all escalations related to operational activities.
Minimum of 3-4 years of digital direct to consumer marketing experience.
Strong initiative, forward thinking, and creative problem-solving skills with the ability to create or stimulate integrated cross-disciplinary strategic marketing solutions.
Superior communication skills with the ability to influence and guide strategy and campaign testing and optimizations.
High attention to detail, exceptionally organized, and strong project management skills.

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