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Director, Customer Experience Program, Research and Analytics
Fidelity Investments
Smithfield, RI, United States
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The Customer Knowledge and Strategic Insights organization is seeking a highly motivated individual to fill a Customer Experience Program, Research & Analyticsrole. This role will be focused on Fidelity’s loyalty and satisfaction programs, as well Fidelity’s 15K member customer research forum.
The Expertise We’re Looking For
• 10 years or more of relevant research, data analysis or consulting experience in Financial Services
• 8 years or more of quantitative and qualitative primary market research in Financial Services
• Proficient with analytic tools such as SQL, R, MarketSight, Hyperion/BRIO and SPSS
• Hands-on experience with text-mining tools such as Clarabridge or Nexidia
• The ability to collaborate across multiple teams and work within tight timeframes
• Superior consulting, communication and influencing skills.
• MBA preferred
The Purpose of Your Role
This role primarily manages the day to day functioning of the customer experience research – specifically the Blind NPS (Net Promoter Score), Branded NPS and CEI (Customer Experience Index) studies. These studies are consumed by various businesses across PI and drive various strategic decisions including but not limited to the spheres of new customer acquisition, help identifying cross selling opportunities, improving driving digital engagement and giving Fidelity a competitive advantage by delivering better overall customer service. This team also supports decisions on compensation of many of Fidelity’s representatives. This role will also manage the day-to-day research conducted via Fidelity’s customer panel.
The Skills You Bring
• Your ability to lead and synthesize multiple sources of information, including primary market research, database analytics, unstructured data analytics, digital analytics, and competitive intelligence into integrated analyses that provide tactical and strategic recommendations
• Your advanced knowledge of using analytic and statistical techniques and developing strategic frameworks to answer high profile business questions
• Your strong executive communication skills (verbal/written) and ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers through both personal interactions as well as the creation and delivery of effective presentations.
• Your proficiency with analytic and statistical techniques
• Your comfort with complexity and ambiguity
• Your familiarity with customer experience driven primary market research
• Your experience leading end to end projects and offshore teams
• Your ability to work across various parts of the company (and vendors) to successfully run the programs
The Value You Deliver
• Partnering with and consulting the new domains and tribes leads to create research learning agendas that align with broader organizational KPIs
• Packaging research insights into compelling executive-ready presentations
• Collaborating to deliver integrated solutions to key business partner questions
• Ensuring that deadlines are met, particularly in support of metrics related to KPIs
• Actively participating in business partner conversations, including attending their staff and other meetings as needed.
• Socializing insights and analytics across Fidelity and making connections between business partners where relevant
How Your Work Impacts the Organization
You will be responsible for running critical programs that drive compensation, KPIs and lead insights generation and integration.
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.