Lead customer research and product strategy for large financial projects, defining value, prioritizing work, directing web/app UI/UX, aligning stakeholders, and improving KPIs after release.
About this role
This role sits in the CRM team supporting WealthNavi’s robo-advisor and the customer experience after service start. It maintains the operational foundation for accurate, timely communications and extends systems that support customer engagement.
The role designs, maintains and optimizes marketing-automation tools including Marketo and KARTE, plus related data-linkage infrastructure. It manages permissions and security governance, coordinates vendor contracts and budgets, and investigates incidents with engineers. It turns segmentation plans into settings, standardizes checklists and delivery flows, reviews fields and obsolete data, and improves manuals, automation and operational controls.
Required experience includes practical configuration and operation of campaign delivery using a marketing-automation tool such as Marketo, KARTE, Salesforce Marketing Cloud or Braze, plus workflow improvement and manual creation. The role also requires careful, accurate execution and effective coordination with planning, engineering and design teams.
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