Director Marketing- Strategy

Director, Experience Strategy

This role will shape the experience of thousands of advisors and practice teams, millions of client relationships, and the professionals who enable those experiences across the firm. It is an opportunity to influence enterprise strategy, drive innovation grounded in human-centered design and build differentiated experiences that set Edward Jones apart in the marketplace. We are seeking a visionary and pragmatic leader who treats experience as a strategic business discipline, not a support function.

This leader will bring together experience strategy, service design, journey management, research, measurement, and data-driven insight to define what a market-leading enterprise experience looks like and establish the capabilities required to deliver it.

The Director, Experience Strategy will set the vision and strategy for connected ecosystem focused on financial advisors, practice team, and their branches across physical, virtual, digital, and hybrid channels. This leader will establish the frameworks, standards, governance, and operating model needed to translate that strategy into measurable outcomes and sustained enterprise improvement. This is human-centered, technology powered, enterprise-level work. Research, design thinking, experimentation, and data are the tools.

Differentiated experiences, scalable capabilities, and measurable client, associate, and business outcomes are the goal. The successful candidate will be equally comfortable influencing executive leadership, navigating complex enterprise decisions, and working through the delivery details required to move from strategy to execution. This leader must identify opportunities, create clarity through ambiguity, connect work across organizational boundaries, and build commitment to a shared enterprise experience vision.

Success means helping make Edward Jones the place where advisors choose to start, grow, and ultimately pass on a business, where practice teams are equipped to thrive, where clients receive exceptional value throughout their financial lives, and where the firm's professionals can effectively deliver and enable those experiences.

• Lead the development and execution of the firm's advisor practice experience strategy, aligned to business objectives and long-term growth.
• Define the enterprise vision and experience principles for advisor practices, ensuring consistency across business priorities, client needs, and practice team expectations.
• Translate unmet needs and emerging expectations into differentiated experience strategies, scalable enterprise capabilities, and multiyear roadmaps.
• Shape the portfolio of enterprise initiatives affecting critical experiences, aligning priorities, investments, and sequencing to the opportunities that create the greatest human and business value.
• Define the operating model, governance, and enterprise capabilities required to activate the experience strategy consistently across business, product, technology, operations, marketing, and field leadership.
• Champion an experience-led approach to enterprise strategy and transformation, ensuring human needs inform decisions while balancing growth, scalability, risk, operational performance, and commercial value.
• Serve as a trusted advisor to senior leaders, bringing a perspective on experience, technology, and market trends and translating those insights into strategic choices, business implications, and investment recommendations.

• Apply research, design thinking, journey mapping, and test-and-learn methods to identify moments that matter, resolve friction points, and drive innovation and continuous improvement.
• Own Voice of Advisor and Voice of Client programs, including feedback, interviews, and insight synthesis, translating what you hear into prioritized action.
• Define and evaluate new experience concepts, capabilities, operating models, and frameworks, translating the branch and advisor experience into measurable components that can be monitored, improved, and scaled enterprise-wide.
• Explore AI-enabled personalization and journey orchestration to anticipate advisor and client needs across channels, not just react to them.
• Establish and advance experience standards and best practices in partnership with research, insights, measurement, and design teams.
• Enable advisors, practice teams, and the firm's 50,000 professionals to deliver an exceptional client experience across in-person, virtual, and hybrid interactions.

• Partner with senior leaders across business, marketing, operations, technology, and field leadership to align priorities and deliver integrated solutions.
• Present strategic recommendations, business cases, and experience roadmaps to executive leadership.
• Keep advisor and practice needs at the center of strategic planning and execution across cross-functional teams.
• Provide matrix leadership across insights, measurement, and design, connecting…