Bulge Bracket Investment Banks

Posted 3 days ago

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**Executive Director, Existing Customer Journey & Experience** directs customer-centric journey planning, enabling integrated, omnichannel marketing experiences. Key responsibilities include setting journey strategy, messaging standards, and channel orchestration. Lead a marketing center of excellence, collaborating with cross-functional teams to align product, benefit, and channel strategies into cohesive experiences. Requires a BS/BA degree and 10+ years in customer journey strategy, omnichannel planning, or digital marketing. Offers a senior-level role in customer marketing, focusing on driving engagement, growth, and customer value across a broad range of products and benefits.

Compensation: Not specified USD
City: Wilmington
Country: United States

Full Job Description

Location: Wilmington, DE, United States

Join a customer marketing team focused on driving engagement, growth, and customer value across a broad portfolio of products and benefits. In this role, you will help teams move from campaign-by-campaign execution to connected experiences that feel clear, relevant, and consistent.

As a Executive director customer journey experience in Customer marketing, you build the customer-centric journey planning discipline that enables integrated, omnichannel marketing experiences for existing customers. You set journey strategy, messaging standards, and channel orchestration so communications are coordinated, timely, and useful. You lead a marketing center of excellence and partner across marketing, content, digital, and other cross-functional teams to align product, benefit, and channel strategies into cohesive experiences that strengthen engagement, trust, and business impact.

Job responsibilities

Set and align the direction for existing customer journey strategy, enabling teams to expand from campaign-based execution to holistic, omnichannel experience planning.

Partner across brand, content, digital, channel, partnerships, talent, and sports and entertainment teams to curate clear, timely, relevant communications that drive engagement and business outcomes.

Establish journey planning frameworks that connect email, landing pages, microsites, digital assets, and channel experiences into one integrated customer experience.

Advance marketing calendar governance to coordinate communications, reduce message conflicts, and improve consistency.

Define channel orchestration, channel purpose, and message arbitration to ensure customers receive the most relevant message at the right time while reducing overlap.

Build and scale playbooks, messaging standards, reason-to-believe guidance, claims guidance, and creative frameworks by product to drive consistency, using automation where appropriate.

Support personalization and audience-led messaging strategy so communications reflect customer needs, behaviors, and stages of engagement.

Enable existing customer digital and microsite experiences, with a focus on structure, templates, navigation, and information architecture in partnership with key teams.

Establish dynamic template support and digital journey standards, including strong mobile experiences and digital-first pathing.

Partner with marketing performance, data and analytics, personalization and insights, operations, audit, and technology teams so journey planning reflects data, test learnings, and operational feasibility.

Enable automated creative review and process improvements to strengthen creative consistency, quality, and efficiency across customer marketing experiences.

Required qualifications, capabilities, and skills

Bachelors degree.

Ten or more years of experience in customer journey strategy, omnichannel planning, or digital marketing.

Strong expertise in omnichannel journey planning and digital and mobile experiences, including using automation to support personalized marketing.

Experience building integrated planning frameworks and messaging standards.

Strong understanding of customer engagement, segmentation, and channel orchestration.

Proven ability to partner cross-functionally and align teams around customer-centric planning frameworks.

Proven ability to build and lead high-performing teams.

Strong communication skills, executive presence, and stakeholder management.

Preferred qualifications, capabilities, and skills

Advanced degree in marketing, communications, or a related field.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

Lead omnichannel customer journey strategy and standards that improve engagement, trust, and growth for existing customers.

Full Job Description