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Job Description - Manager - The Adobe Journey Optimizer (AJO) Specialist

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge.

Genpact is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead.

Inviting applications for the role Manager, Adobe Journey Optimizer Specialist

The Adobe Journey Optimizer (AJO) Specialist plays a critical part in designing, building, and optimising personalised, data-driven customer journeys across multiple lifecycle stages—including acquisition, onboarding, retention, and win-back—within the Adobe Experience Platform (AEP).

Responsibilities

- Journey Design & Execution: Build and deploy customer journeys and acquisition funnels using Adobe Journey Optimizer, leveraging AEP for segmentation, events, and Personalisation.
- Lifecycle Marketing: Own the end-to-end development of customer lifecycle programs (e.g., onboarding, cross-sell, churn mitigation).
- Campaign Optimisation: Continuously test, learn, and iterate on journeys to drive higher engagement, conversion, and ROI.
- Data Activation: Work closely with data teams to translate insights into actionable journey triggers, segments, and events within AEP.
- Stakeholder Collaboration: Partner with marketing, product, analytics, and technology teams to deliver aligned, compliant, and customer-first experiences.

Qualifications

Minimum Qualifications

- Relevant years’ of experience in digital marketing, CRM, or customer engagement roles with hands-on experience in Adobe Journey Optimizer or similar journey orchestration tools.
- Proven track record building and Optimising lifecycle or acquisition marketing campaigns using a Customer Data Platform (CDP), preferably within Adobe Experience Platform (AEP).
- Demonstrated ability to work with real-time events, segment creation, and offer decisioning tools in Adobe.
- Strong understanding of customer lifecycle strategies, funnel marketing, and performance KPIs.
- Experience in highly regulated industries, ideally financial services, insurance, or telecommunications.
- Bachelor’s degree in marketing, Data Science, Business, or a related field.

Preferred Qualifications/ Skills

- Able to design and deploy cross-channel customer journeys leveraging AEP events, decisioning, and personalization.
- Skilled at mapping customer journeys across lifecycle stages, from acquisition to retention.
- Comfortable using CDP data (real-time and batch) to create audiences, set triggers, and personalize experiences.
- Experienced in working with technical and non-technical stakeholders to align on journey requirements.
- Understands marketing consent, privacy, and data governance standards, especially within banking.
- Applies A/B testing and optimization practices to maximize journey performance and learn from customer behaviour
- Proven ability to collaborate effectively with cross-functional teams

What We Offer

- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

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