Customer Journey Manager

• 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.

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 professionally.

The Customer Journey Manager is responsible for designing and orchestrating end-to-end customer journeys that connect Fidelity Canada’s marketing strategy with measurable client outcomes.

Reporting to the Director, Customer Journey Strategy, this role focuses on journey design, orchestration logic, customer experience validation, and cross-functional coordination across channels using Adobe Journey Optimizer (AJO) and supporting Martech platforms.

The Customer Journey Manager acts as the bridge between business strategy and execution, translating business goals into scalable journey designs, functional requirements, and high-quality customer experiences. 

The ideal candidate combines marketing strategy, lifecycle design, and journey orchestration expertise, partnering across business, technology, and delivery teams to drive engagement, retention, and growth.

• 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 message, email, sms and web

• Define audience strategy and lifecycle targeting frameworks 

• Ensure alignment to business KPIs and customer experience standards 

• Manage documentation, version control of journey maps and associated assets. 

• 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 aligning with requirements and next best action selection 

• Support governance, data accuracy, and compliance requirements 

• Contribute to platform configuration decisions with Journey engineering partners 

• 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 

We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity.  If you are selected for an interview, the recruiter who contacts you can best answer your questions.

• Lead functional end-to-end testing across all of the activation channels (emails, push notification, mobile & web experiences show up as expected per requirements) 

• 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 

• 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 

• 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 

• 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 

• 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. Including a deep understanding of best practices in handling sensitive information.

• Detail-oriented with a bias toward measurement, accountability, and continuous improvement.

• 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).

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:

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.

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 FidelityCanadaStaffing@fidelity.ca.

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

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o    HRD - 5-Star Benefit Program 
o    HRD - 5-Star Diversity & Inclusion Employer 

Designations
•    Canadian Compassionate Companies – Certified 
•    Benefits Canada's Workplace Benefits Award - Future of Work Strategy 
•    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting 
•    Canadian HR Reporter's Most Innovative HR Team