Journey Architect, Customer Experience - AWS Integrated Demand Center

Job description

AWS Marketing is seeking a talented Journey Architect to join our Customer Experience (CX) team within the Integrated Demand Center (IDC). In this role, you will lead the implementation of customer journeys in Adobe Experience Platform (AEP) while supporting the strategic design of customer-centric marketing experiences. You'll play a critical role in translating journey frameworks into technical reality, orchestrating data-driven, personalized experiences that help AWS customers adopt and grow with our services.

Key job responsibilities

Technical Implementation & Operations (Primary Focus)

• Lead end-to-end technical implementation of customer journeys in Adobe Experience Platform (AEP)
• Build and configure journey orchestration workflows, segmentation logic, and personalization rules
• Execute technical implementations based on journey frameworks and requirements from Digital Strategists
• Implement shared foundations approach to enable scalable, reusable journey components
• Ensure data integrity and proper integration across marketing technology stack
• Monitor journey performance, troubleshoot technical issues, and optimize based on progression metrics
• Partner with Technical Architecture & Analytics (TAA) teams on data requirements and implementation

Journey Strategy & Framework Support

• Assist Digital Strategists in developing customer journey frameworks across awareness, consideration, conversion, and loyalty stages
• Provide technical feasibility and best practice input during journey design workshops and planning sessions
• Contribute to journey strategy discussions with insights from platform capabilities and implementation experience
• Support the development of next best action and next best content recommendation strategies
• Collaborate on defining technical requirements and success metrics for Integrated Development Programs (IDPs)

Cross-Functional Collaboration

• Partner with CX team on customer journey progression metrics and reporting
• Work closely with Channel (email, web, social, etc.) teams and Marketing Platform Operations (MPO) on campaign execution
• Coordinate with marketing technology teams and sales demand generation teams to ensure seamless customer experiences
• Collaborate with Customer Insights Leads to incorporate Voice of the Customer insights into technical implementations
• Present technical implementations and results to stakeholders