Marketing Program Lead – Applicant and Customer Journey Marketing

Role Overview 

The Program Lead for Customer Communications is responsible for leading high‑impact, data‑driven lifecycle communication strategies that drive customer engagement. This role owns the execution of cross‑channel testing initiatives and serves as a key connector across Analytics, Operations, Product, Technology, and Compliance teams.  

This person brings a strong customer‑centric lens, a rigorous testing mindset, and the ability to execute and influence outcomes across the enterprise - operating with autonomy and accountability while partnering closely with leaders and stakeholders.   

Key Responsibilities  

• Drive communication initiatives that support customer engagement during key moments in the customer journey 

• Coordinate cross‑channel testing across email, SMS, direct mail, AI agent, and operations 

• Identify and influence opportunities to drive incremental lift through data-driven experimentation and own corresponding strategies 

• Operationalize automated communications in partnership with execution channels with minimal customer or operational disruption.  

• Partner with analytics to develop targeting and selection criteria for test/learn campaigns; identify test segments based on results and provide testing and targeting recommendations. 

• Lead frequent forums to socialize progress, create alignment and strengthen vision with business units 

• Manage ongoing measurement of communications, proactively identify risks and deliver resolution in collaboration with partners 

• Champion new models and processes that increase process control, reliability and scalability 

• Lead marketing communications platform transitions with smart testing and enhancement 

• Serve as a trusted partner to Analytics, Product, Operations, Technology, and Compliance teams, aligning marketing communications with enterprise initiatives  

• Develop and deliver presentations that