Director, Customer Journey & Audience Design

Director, Customer Journey & Audience Design

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We are seeking an experienced, data-driven Director, Customer Journey & Audience Design to lead the transformation of our marketing approach into a fully integrated, audience-first growth engine.

This role will lead the audience strategy and journey development across paid and owned channels by designing cohesive strategies grounded in deep audience understanding and end-to-end journey design. The role is responsible for translating data, and behavioral insights into connected, meaningful experiences across the full lifecycle- driving engagement, loyalty, and long-term value.

This leader will as the organization’s voice of the customer, championing a holistic, insight-led approach that advances customer retention and loyalty. This leader will work with cross-functional partners across analytics, CRM, paid media and the marketing strategy teams, and will be responsible for the governance of the audiences across campaigns.

• Develop and evolve the end-to-end customer journey across all audiences, touchpoints, and channels—from acquisition through retention, loyalty, and advocacy
• Develop and implement integrated journey frameworks and lifecycle strategies aligned to organizational goals
• Map and optimize key audience journeys, identifying friction points and opportunities to improve conversion, engagement, and satisfaction
• Lead cross-channel planning to align messaging, cadence, and experiences over a 12-month roadmap

• Lead the development of a best-in-class audience insights function, behavioral data, and advanced analytics
• Translate complex data into actionable insights that inform strategy, segmentation, and decision-making
• Develop audience segmentation, personas, and lifecycle models to personalize engagement at scale
• Design and oversee the governance of audiences across campaigns and brands

• Serve as the enterprise customer advocate, ensuring decisions are grounded in audience needs and behaviors
• Establish mechanisms (research, feedback loops, satisfaction measurement) to continuously capture and act on audience voice
• Identify and address pain points across the customer experience, driving continuous improvement

• Partner across Marketing, Product and Analytics to align strategies, priorities, and execution
• Shape and evolve the operating model to enable a more agile, insight-driven marketing organization
• Collaborate with Customer Relationship Management, analytics, and technology teams to advance data infrastructure and marketing capabilities
• Lead agency and vendor relationships to support integrated execution and innovation

• Lead a high-performing, multidisciplinary team spanning journey strategy, lifecycle marketing, and insights
• Develop talent, foster innovation, and instill a culture of experimentation and continuous learning
• Establish scalable processes, governance, and best practices for journey orchestration and insights activation

Note:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

The expected salary range for this position is $160,000 to $180,000. The actual compensation will be determined by experience and other factors permitted by law.

To ensure that we remain an employer of choice, we offer comprehensive and competitive health, wellness, and other benefits to regular and full-time team members.…