#154807

Sr. Customer Journey Lead

Location:
Los Angeles
Job Terms:
Temporary
Salary:
DOE
Start date:
ASAP
Posted By:
Mark Gatza
Date:
12/03/2019

Job Description:

The Sr. Customer Journey Lead is accountable for leading the go-to-market strategies for our marketing, service and sales activities. With the goal of driving customer acquisition and retention, responsibilities include designing the end-to-end journey across channels and touch points (paid, earned and owned), evolving and iterating journey plans based on KPIs, and performing market research and in-market feedback and working closely with partners in creative, legal, marketing channel teams and agencies.

Primary responsibilities/essential functions:

  • Oversees the ideal investor journey experience, including channel plan with in depth knowledge of key investor segments and the KPIs that will be most critical to achieve business objectives. Works closely with product & service counterparts to achieve joint goals and inform a learning agenda for input into subsequent journeys.
  • Manages the development of the go-to-market strategy and ensures journey plans are digital-first, on-strategy, on-time and on-budget and leverages tactics across paid, owned and earned channels.
  • Using data & analytics, creates investor segmentation and identifies target strategies using demographic, behavioral and emotional attributes.
  • Provides expertise on digital marketing best practices, testing and optimization and drives results in planning and managing end-to-end investor campaigns.
  • Evolves and iterates customer journey plans via an analytical approach – driving daily use of metrics and in-market feedback to identify types of data needed, design tests, and understand/synthesize statistical analysis.
  • Oversees the sprint planning process including ideation, prioritization, and alignment of work to be executed during the current and future sprints. Manages disciplined test/creative brief creation for prioritized tests and overall test design.

Skills/qualifications:

  • 10+ years’ experience in customer journey or similarly related marketing roles. Financial Industry highly preferred
  • Expertise in customer journey mapping methodologies and conducting user testing
  • Exceptional knowledge of Analytics tools (Tableau, Adobe/Google Analytics, etc.)
  • Expertise with Adobe Marketing solutions (Experience, Target, Audience, Campaign, etc.)
  • Experience with Agile Marketing practices, including using tools such as Jira and Confluence.
  • Expertise in-depth knowledge of foundational marketing topics (e.g. triggered emails, print marketing, digital marketing, etc.), channels (paid, earned and owned) and experience in advanced marketing tactics (e.g., real-time decision-making, personalization at scale, including relevant key drivers and KPIs/measurement).
  • Strong written and oral communications skills with a diverse group of associates and senior business leaders.
  • Demonstrates sound judgment in resolving matters of moderate complexity.
  •  Demonstrates strong initiative by identifying issues and recommending solutions.
  • Demonstrates excellent communication skills inf effectively in leading/facilitating a variety of meetings.

Client Description:

This client is one of our largest financial services clients. But don’t let that stop you from reading further!

We place so many freelancers here who consistently tell us its one of the best places they've worked. Why? The teams, the culture, the management, and most recently, the client’s willingness to recognize that it was important to step up to the digital demands of the marketplace:

  • A new CMO and high level digital leadership that have transitioned in from top technology, retail and CPG companies

  • Transitioning their marketing structure to Agile methodology to be able to deliver valuable content to its audiences faster

  • They even followed this up with a floor remodel, to support the methodology, creativity & collaboration

We hear often that the constant here is change. The company is consistently trying new approaches that they think will improve not only their product offerings but the worklife as well. If you’re used to “going with the flow”, this is a great opportunity for you!

These are key elements to be able to walk away with and add to your resume, especially if you’re coming from a traditional marketing structure. What a great way to help transition your career in this trending direction!

Requirements:

10+ years’ experience in customer journey or similarly related marketing roles. Financial Industry highly preferred
Expertise in customer journey mapping methodologies and conducting user testing
Exceptional knowledge of Analytics tools (Tableau, Adobe/Google Analytics, etc.)
Expertise with Adobe Marketing solutions (Experience, Target, Audience, Campaign, etc.)
Experience with Agile Marketing practices, including using tools such as Jira and Confluence.
Expertise in-depth knowledge of foundational marketing topics (e.g. triggered emails, print marketing, digital marketing, etc.), channels (paid, earned and owned) and experience in advanced marketing tactics (e.g., real-time decision-making, personalization at scale, including relevant key drivers and KPIs/measurement).