Designer

• Develop and maintain champion experience strategies across all Customer Lifecycle Marketing pods, ensuring communication best practices are implemented consistently
• Establish and lead a marketing Marketing Experience Center of Excellence to define best practices, governance policies, and innovation roadmaps.
• Develop a standardized test & learn agenda that can span across all pods to ensure various tests are implemented in line with enterprise goals.
• Maintain a cross-pod, enterprise-wide view of customer journey design to identify overlaps, gaps, and optimization opportunities.
• Monitor journey performance, including test/control lift, potential fallouts or gaps within the experience, and provide optimization opportunities to improve member experience.
• Partner with analytics and marketing operations to develop dashboards and reporting frameworks that inform journey decisions.
• Collaborate with agile pods, data teams, and martech architects to ensure seamless execution and adherence to experience standards.
• Partner with Digital & Omnichannel teams to integrate new offers and capabilities into the ecosystem and ensure cross-channel alignment.
• Work closely with Marketing Technology to assess platform capabilities, troubleshoot issues, and prioritize enhancements.
• Influence the roadmap for channel enablement, personalization, and automation by advocating for member-centric innovations.
• Manage the capability backlog and support universal capability implementation across platforms to drive efficiency and consistency.
• Engage with customer call centers and non-owned channels to expand offer reach and ensure consistent messaging across all touchpoints.

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