Location: Onsite listed at the location in the posting.
Summary
The Journey Orchestration role will be involved in designing and managing personalized customer experiences across various touchpoints throughout their lifecycle, leveraging real-time data to deliver the most relevant interactions and optimize their journey, often using marketing automation tools to create seamless transitions between different stages of engagement, with a focus on maximizing customer satisfaction and driving business goals.
This role will reside within the Performance team in the Marketing and Product organization and will require cross-collaboration with other Marketing and Product team members.
Weekly Scheduled Hours: Monday - Friday 8am - 5pm
Responsibilities will include but will not be limited to:
- Customer Journey Mapping: Analyzing customer data to map out the complete customer journey, identifying key touchpoints, pain points and opportunities for improvement
- Data Integration: Gathering customer data from various sources (CRM, analytics, etc.) to create a unified view of each customer
- Campaign Design and Execution: Developing targeted marketing campaigns based on customer segments and behaviors, utilizing different channels, and working toward aligned business goals and strategies
- Personalization: Implementing dynamic content and personalization techniques to tailor messages and offers to individual customers based on their unique needs and preferences
- A/B Testing and Optimization: Continuously monitoring campaign performance and conducting A/B testing to refine customer journeys and maximize engagement
- Collaboration with Cross-Functional Teams: Working closely with others within Marketing, Product, Martech, etc., to ensure consistent customer experience across all channels
Skills and Experience required:
- Customer-Centric Thinking: deep understanding of customer needs and behaviors, with a focus on delivering a positive customer experience
- Marketing Automation Platforms: understanding of/proficiency in using marketing automation tools like Salesforce Marketing Cloud, or similar platforms to design and execute customer journeys
- Data Analysis: strong analytical skills to interpret customer data, identify trends, and make data-driven decisions
- Communication and Collaboration: Ability to effectively communicate ideas and collaborate with cross-functional teams to implement customer journey strategies
- Self-directed and capable of working in a fast-paced environment
- Strong attention to detail with proven ability to think strategically and execute strategic action
- Banking/Financial Services experience nice to have, but not necessary
About Us
First Horizon Corp. (NYSE: FHN), with $82.6 billion in assets as of September 30, 2024, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
At First Horizon, we focus on what matters most to our associates, clients and the communities we serve. As we continue to evolve, we remain committed to an open and supportive workplace and providing opportunity and access to capital and counsel for all.
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