Customer Journey Manager

• Current work authorization for Canadais required for all openings.
• You will be working on ahybrid scheduleas part of Fidelitys 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 weve 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 were 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 youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best - both personally and professionally.

What We Do

The Customer Journey Manager is responsible for designing and orchestrating end-to-end customer journeys that connect Fidelity Canadas 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.

What You Will Do

Journey Design & Orchestration Strategy

• Design end-to-end customer journeys across acquisition onboarding engagementretentionand reactivation

• Collaborate with internal stakeholders (Marketing productsalesand technology) to map customer touchpoints andidentifyjourney friction points

• Translate business goals into functional journey requirements

• Develop journey logic triggers decisioning rules and channel sequencingacross 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 journeymapsand associated assets.

Platform Administration & Data Integration

• Act as power user of Adobe Journey Optimizer (AJO)to review journeys that were set up by theJourney engineer

• Partner with Martech teams to ensure data readiness and integration acrossAdobe Journey Orchestrator Customer Data Platform and CRM sources.

• Validate data inputs triggers and audience alignment includingAI decisioning features aligning with requirements and next best action selection

• Support governance data accuracy and compliance requirements

• Contribute to platform configuration decisions withJourneyengineering partners

Requirements Definition & Cross-Functional Alignment

• Act asfunctionalrequirements 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

End-to-End Experience Validation Testing & Release Support

• Lead functional end-to-end testingacrossall ofthe activation channels(emails push notification mobile & web experiences show up as expected per requirements)

• Validate journey logicsequencingand personalization

• Identifyand resolve experience gaps and defects

• Partner on release readiness and go-live validation

• Support release coordination activities

Journey Performance Alignment & Optimization

• Define journey KPIs aligned to business outcomes

• Partner with Digital Insights to analyze performance

• Recommend optimizations for targetingsequencingand logic

• Support A/B testing and experimentation strategies

Vendor Management & External Partner Coordination

• Support vendor engagement for journey execution and platform capabilities

• Align withvendor partnerson delivery priorities

• Participate in governance issueresolutionand capability enablement

• Ensure vendor deliverables align to internal strategy

Governance Standards & Best Practices

• 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

Expertise You Will Bring

• 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.

What Were Looking For

• 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).

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. Thats why we offer a competitive compensation package designed to support your success todayand 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$105000 to $129000 based on your experience and qualifications.

• RRSP Contribution: After 6 months of employment we invest in your future with an RRSP contributionno employee matching required.

Were proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organizationan opportunity to step into a role where your talents will make a meaningful difference.

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.

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 .

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.

Why Work at Fidelity

We are proud to be recipients of the following:

Awards

Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top Family-Friendly Employers
o Canadas Top Employers for Young People

Great Place To Work Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Todays Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams

LinkedIn Top Companies in Canada

Human Resource Director (HRD) - Best Place To Work
o HRD - 5-Star Benefit Program
o HRD - 5-Star Diversity & Inclusion Employer

Designations
Canadian Compassionate Companies Certified
Benefits Canadas Workplace Benefits Award - Future of Work Strategy
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team