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Director – Planning and Advice Strategic Customer Experience
Fidelity Investments
Boston, MA, United States
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You are a digitally-savvy strategic thinker and customer-obsessed servant leader, with a passion for delivering amazing customer experiences. You value pace over perfection, enjoy both big picture strategic thinking and hands-on work, and are a collaborative partner who values commitment to team. You’re comfortable dealing with the shifting sands of a new operating model and a new way of working and possess the resilience to chart a new course as the business demands.
The Expertise We’re Looking For
• Proven track record of strategic planning, defining, testing/learning, iterating on, and delivering best in class investment products
• Marked success in an equally fast-moving industry and tech-first company that aims to disrupt an entire industry.
• Business knowledge of Wealth Management, Financial Services, and/or Planning and Advice related tools and services
• Proficiency in creatively designing a fulfilling end user experience with a digital mind-set and a unified focus on customer delight
• Demonstrate commitment to cross-functional collaboration in agile, client centric, fast paced environment
• Excellent relationship building, facilitation, and influence skills
• Expertise in data-driven decision making
• Bachelors of equivalent with 10 to 12+ years of experience, or Masters with 8 to 10+ years of experience
The Purpose of Your Role
As part of an exciting squad working on Fidelity’s Planning & Advice services team, you will design and drive solutions that work to deliver innovative customer experiences.
• Your passion for customer delight will be instrumental in designing and delivering planning and advice tools and services that transform industry standards
• To solve problems and existing issues through data analytics and continuous process improvement.
• To work in a fast-paced agile environment and collaborate with key Fidelity teams all focused on developing a suite of Planning and Advice tools and services that work together to form an intuitive customer journey
• To enable ongoing delivery and continual enhancement of incredible planning and advice solutions
The Skills You Bring
• You have a proven track record of delivering products that increase adoption and customer satisfaction preferably within financial services tools and more broadly
• You have the ability to use and analyze, collect and report on product and customer specific performance data and generate actionable insights which lead to solving problems
• You are passionate about creating out of the box solutions for client experience designed to work for the digital future
• Your experience includes looking across multiple complex products, experiences, or pieces of work, and successfully pulling it all together in ways that your partners and leaders easily understand
• You thrive on articulating complex information in ways that resonate with your audience, through material development as well as formal and informal conversation
• You have experience influencing and negotiating with partners, in ways that lead to positive forward progress across diverse viewpoints
• You have experience applying product development principles to drive competitive edge
• Open and curious, you enjoy testing different support strategies and tracking the results. You love learning how things work and you're always looking for ways to innovate.
The Value You Deliver
• The innovative solutions you drive to deliver will lead to positive results that can be shown through clear and established KPI’s, increased revenue, and other quantitative and qualitative measurements
• Your collective work, across partners, building customer journeys will contribute to a holistic customer experience that disrupts the industry and helps Fidelity gain competitive advantage within the digital client planning and advice area
• By innovating, developing and evolving ideas, via facilitated and ongoing dialogue with your partners and senior leaders, you will effectively bring together client needs, emerging technology and financial trends, to meet Fidelity’s goals
• In partnership with colleagues, you will be ensuring continued relevance and authenticity of Fidelity’s digital experiences and customer offerings
How Your Work Impacts the Organization
Fidelity’s Planning and Advice Services Tribe, where you work day-to-day, develops solutions across platforms that help millions of our customers plan their financial futures, invest toward their goals, and feel protected in times of need. Fidelity’s Client Solutions Business Chapter, your HR reporting alignment, ensures all Chapter members have the skills and knowledge mastery they desire, changing the way we work, so each associate is empowered to drive our future forward.
Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit FidelityCareers.com.
Fidelity Investments is an equal opportunity employer.