Customer Journey Optimization Developer

Job Description

Current work authorization for Canada is required for all openings.

You will be working on a flexible 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.

Who We Are

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 expertly.

Business Overview

The Customer Journey Optimization Developer is responsible for the technical configuration, build, QA, deployment support, and operational optimization of customer journeys within Adobe Journey Optimizer (AJO) and related marketing automation platforms, such as Adobe Real Time Customer Data Platform (CDP), and Customer Journey Analytics (CJA). Reporting to the Director, Customer Journey Strategy, this role brings forward core marketing orchestration skills—including campaign workflow build, audience segmentation, data quality, testing, troubleshooting, documentation, platform best practices, AI-enabled automation, and event-based decisioning—and expands them into real-time, event-driven journey orchestration across email, push notifications, in-app messaging, content cards, and future digital channels. The role partners with Marketing Technology to identify, prioritize, and unlock the data needed to enable more robust client targeting, segmentation, personalization, decisioning, and real-time journey activation. Working closely with Customer Journey Managers, Lifecycle Marketing Managers, Marketing Technology, Analytics, and delivery partners, the Customer Journey Optimization Developer translates approved journey designs and functional requirements into scalable journey builds and owns technical execution, configuration accuracy and functional QA, release readiness support, and continuous improvement of journey build processes.

Key Accountabilities

Technical Journey Build and Configuration

• •Serve as the administrator and power user of Adobe Journey Optimizer or similar customer journey or marketing automation platforms
• •Create technical requirements documentation from approved functional requirements and build end-to-end marketing journeys, including triggers, audience segmentation, orchestration logic, exits, suppressions, and channel execution
• •Configure audiences, personalization, reusable templates, and AI/next-best-action and event decisioning rules across email, push, in-app/content cards, and related channels

Technical Feasibility, Data and Martech Enablement

• •Work closely with Customer Journey Managers, Marketing Technology and Analytics to assess platform feasibility and data readiness for approved journeys, including audience, event, consent, profile, and measurement needs.
• •Partner with Martech, Analytics, and data teams to validate segmentation, triggers, exclusions, personalization, decisioning, and dependencies

Quality Assurance, Testing and Release Readiness

• •Execute platform and functional QA for journey logic, data, personalization, suppressions, tracking, and channel rendering
• •Resolve defects, support UAT, and maintain evidence, release notes, configuration logs, and launch checklists

Measurement, Experimentation and Continuous Optimization

• •Configure tracking, reporting inputs, A/B tests, holdouts, variants, and control logic required to measure journey performance
• •Monitor live journeys and improve build, QA, template, data, and workflow practices using performance insights, recurring issues, platform releases, automation, and AI capabilities

Operational Support and Platform Governance

• •Monitor and troubleshoot live journeys, including data, trigger, eligibility, personalization, suppression, and delivery issues
• •Maintain operating standards, reusable components, guardrails, QA checklists, controls, and technical documentation

What We're Looking For

• •Strong hands-on knowledge of Adobe Journey Optimizer (AJO) or similar journey orchestration and marketing automation platforms
• •Understanding of event-driven marketing, real-time triggers, audience segmentation, consent logic, customer data platforms, and personalization frameworks
• •Experience configuring multi-channel journeys and campaigns across email, push notifications, in-app/content cards, landing pages, integrated forms, and future digital channels
• •Strong QA, troubleshooting, analytical, and problem-solving skills with careful attention to configuration accuracy and data quality
• •Ability to interpret business and functional requirements, translate them into technical execution, document build decisions, and collaborate effectively across Marketing, Martech, Analytics, and delivery partners

Education

• •University degree or equivalent work experience
• •Post-secondary education in Marketing, Business, Digital Technology, Computer Science, Data, Communications, or a related field, or equivalent work experience
• •Experience in marketing automation, Martech, journey orchestration, or campaign workflow platforms such as Adobe Journey Optimizer, Braze, Marketo, or Salesforce Marketing Cloud

Nice to Have

• •Direct experience with Adobe Experience Platform, Real-Time CDP, Customer Journey Analytics, Adobe Target, Braze, CRM or sales enablement tools such as Salesforce, landing pages, integrated forms, lead generation workflows, or regulated financial services marketing environments
• •Training or coursework in marketing automation, customer data platforms, analytics, digital marketing, or agile delivery considered an asset
• •Platform certification in Adobe Journey Optimizer, Marketo, Salesforce Marketing Cloud, Braze or related Martech platforms considered an asset

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.

Total Rewards That Reflect Your Impact

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:

• •Base Salary and Discretionary Performance Bonus : Total annual cash compensation (base salary plus target bonus) ranges from $111,000 to $135,000 based on your experience and qualifications.
• •RRSP Contribution : After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

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

Some of the ways we’ll help you feel valued and supported as part of our team

• •Flexible working arrangements - 100% remote, hybrid, and in office options
• •Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
• •