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Director, Journey Orchestration Lead

Fidelity

Fidelity

smithfield, ri, usa · Boston, MA, USA
Posted on Sep 4, 2025
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Job Description:

Please Note: We are unable to consider visa sponsorship for this role.

The role of Director, Journey Orchestration Lead reporting to the Journey Design & Creation Team Lead will be responsible for overseeing the end-to-end journey development and lifecycle.

This role sits within the Journey Orchestration team, aligned to transforming our go to market approach to engage customers through tailored experiences across channels, moving us forward from product-centered to customer-centric journeys through the enablement of our new Customer Data Platform (CDP).

The Journey Lead will develop the strategy, brief, and design and work across teams to bring it to life. The Journey Orchestration Lead collaborates with partners across the organization to activate the necessary data and capabilities to launch and measure journeys effectively. The lead will have a strong understanding of the campaign and journey ecosystem and inform decisions on new journeys to create based on this knowledge.

The Journey Lead will be focused on:

  • Strategy & Design: Purposefully design journeys to help prospects and customers complete actions that are important to them while creating meaningful experiences along the way. Use data to inform hypothesis-driven learning agenda

  • Capabilities Development: Develop the innovation and capability agenda for MarTech and Data & Analytics partners to enable journey orchestration.

  • Journey Development & Execution: Design journeys and develop the briefs based on best practices and data. Manage the end-to-end creation and execution of a new journey.

  • Journey Requirements & Documentation: Develop, prioritize and socialize business and marketing requirements to enable delivery of the desired customer experience. Coordinate with stakeholders to understand system and data constraints, partnering with them to identify solutions that overcome blockers.

  • Analytics: Analyze and report out on journey KPIs against targets. Collaborate with data partners to ensure measurement needs for journeys can be supported and learning agendas can be delivered on.

  • Scale: Document best practices for how and when to use journeys. Advise on journey use case selection, prioritization and optimization decisions that ultimately move us to scale.

The Expertise and Skills You Bring

  • BA/BS degree is required, an MBA is desired

  • Experience: 10+ years of marketing focused on growing business and customer outcomes

  • Experience designing customer and prospect journeys to engage them throughout the customer lifecycle and drive desired customer and business outcomes

  • Experience working with data & analytics teams and technology teams to launch innovative marketing for a large and/or regulated company

  • Experience integrating and utilizing propensity models to empower audience engagement and journeys across key moments in the customer experience

  • Ability to work with cross functional teams and influence partners

  • Experience writing business and marketing requirements for technology needs

  • Ability to see the storyline in data to drive actionable insights, synthesize and present results to senior leaders

  • You are highly collaborative and enjoy working in a highly matrixed environment

  • You bring innovative thinking and sensible risk taking to any project you tackle

  • Strong attention to details, program management skills, ability to multi-task and prioritize

  • Enjoy tracking, triaging and solving issues in real-time

  • Process and detail-oriented thinker who provides clear direction and maintains clear communication with others about the work and results

  • Ability to articulately communicate technical concepts to non-technical partners.

  • Experience in owned channel marketing, customer journey mapping, campaign management and the major marketing platforms (Salesforce, Adobe, Google, etc.)

  • Ability to thrive in a fast-paced environment and are easily adaptable to change

The Team

This role will be part of a Marketing Channels Team that together leads strategy, performance and personalization of all Marketing Channels. The Marketing Channels Team is one of several teams that make up the Marketing and Social Platforms Team which is led by the firm’s CMO. The Journey Orchestration Team is a newly formed team created to lead the strategic initiative to transform our go to market approach to engage customers through tailored experiences across channels.

Certifications:

Category:

Marketing

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Company overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.

If you would like to request an accommodation, please contact us at:

accommodations@fmr.com

Apply

Join us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to [email protected], or by calling 800-835-5099, prompt 2, option 3.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

Benefits
Learning & development
Culture

Benefits that adapt to everything life sends your way

401(k) with company match

Medical, dental, vision and prescription drug coverage

16-week maternity leave & 12-week parental leave

Student loan assistance

Fidelity is invested in you

Committed to Professional Development

At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.

We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.

Continuing Education & Training

  • Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
  • Video-based training for technology, leadership, management & more.
  • Ongoing skills development and coaching opportunities.
  • Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
  • A range of talent development programs to support career mobility.

Mentoring

  • Utilize the skills of experienced leaders to enrich your career.
  • Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
  • An open atmosphere of knowledge sharing and collaboration.
  • Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.

Our Commitment

Discover opportunities to build a fulfilling career within a supportive culture that celebrates individuality. We empower our associates to pursue career paths that align with their unique goals and personalities.

Giving back to our communities

Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.

Fidelity Cares

  • Provides associates with opportunities to actively volunteer and share their talents.
  • Hosts numerous company-wide volunteer events (in-person and virtual).
  • Partners with nonprofit organizations to support our local communities.
  • More than 12,500 associates donate time annually – from interns to SVPs.
  • Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.

Fidelity Charitable®

  • Created to make it easy for people to support charitable organizations they care about.
  • Helped deliver $14.9billion in donor-recommended grants to charity in 2024.
  • Supported more than 433,000 unique charities around the world.
  • Since its inception, more than $100 billion has been given to public charities.

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