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Director, Customer Insights
Fidelity Investments
Smithfield, RI, United States
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If you thrive in an environment where you can bring an innovative mindset to strive for continuous improvements in bringing new insights and guidance to internal partners to reach aggressive goals this is the position for you,
The Expertise We’re Looking For
• 7 to 10+ years of related marketing, consulting or market research experience with a college degree.
• Experience with workplace benefits such as 401k, Defined Benefits and Health and Welfare
The Purpose of Your Role
This position reports to the Vice President of Customer Insights for WS. The major responsibilities of this position include managing the NPS program and research projects, analyzing the results and integrating the results with other data and insights, providing insights to stakeholders and communicating learnings to WS. The Director will work closely with business partners across WS, including senior leadership, to design and analyze the research to address their strategic needs, bridge knowledge gaps, and jointly develop solutions for the business.
The Skills You Bring
• Experience with identifying the business implications from primary customer research/data analysis. Excellent analytical skills, as demonstrated by a track record of thought leadership and problem solving activities.
• Data integration and dashboard reporting experience
• Acts as project coordinator, maintains focus on strategy, keeps key stakeholders informed and interacts with other Fidelity companies.
• Excellent oral communications, writing and presentation skills, has a deep interest in developing insights and recommendations for senior management and demonstrates storytelling skills
• Demonstrated leadership and management capabilities.
• Ability to act confidently and influence others across all levels of the organization.
• Experience in financial services business preferred.
• Excellent organizational and process management skills.
• An individual who can foster collaboration, engage and inspire people.
• Strong statistical software and PowerPoint aptitude.
The Value You Deliver
• This position will use both primary and secondary research techniques and will be responsible for designing, executing, reporting and communicating research results to business partners and key stakeholders.
• This position will manage a highly visible loyalty program for our clients. Strong project management skills are required to deal with tight timelines, involved sampling process and multiple vendors.
• Challenge the existing program and bring an innovative mindset to strive for continuous improvements in bringing new insights and guidance to internal partners to reach aggressive goals
• Communicate effectively key learnings and insights to various internal partners, working with them on understanding and interpreting results
• Manage offshore support resources by providing consultation on data analysis, methodology and presentation, as well as assigning work appropriately and providing the necessary feedback
• Manage vendor relationships to ensure projects are delivered with highest quality, on time and on budget.
• Must have a consultative approach to working and partnering with stakeholders and polished influencing skills to manage through opposing views to find the right solution
• Develop integrated reporting to drive insight and action. Where appropriate, help business partners develop tactics to implement recommendations. Present integrated findings to senior management.
• Learning agenda - advance the shared learning agenda around clients. Partner with stakeholders across WI for creating a comprehensive view and incremental roadmap and calendar.
How Your Work Impacts the Organization
As a key member of the Customer Strategy and Segment Management team, this role will manage market research projects, primarily the Net Promoter Score (NPS), study in support of WS’s strategic business initiatives, with the goal of understanding customer needs and providing insights to make necessary improvements to our customers’ experience.
If you thrive in an environment where you can bring an innovative mindset to strive for continuous improvements in bringing new insights and guidance to internal partners to reach aggressive goals this is the position for you,
The Expertise We’re Looking For
• 7 to 10+ years of related marketing, consulting or market research experience with a college degree.
• Experience with workplace benefits such as 401k, Defined Benefits and Health and Welfare
The Purpose of Your Role
This position reports to the Vice President of Customer Insights for WS. The major responsibilities of this position include managing the NPS program and research projects, analyzing the results and integrating the results with other data and insights, providing insights to stakeholders and communicating learnings to WS. The Director will work closely with business partners across WS, including senior leadership, to design and analyze the research to address their strategic needs, bridge knowledge gaps, and jointly develop solutions for the business.
The Skills You Bring
• Experience with identifying the business implications from primary customer research/data analysis. Excellent analytical skills, as demonstrated by a track record of thought leadership and problem solving activities.
• Data integration and dashboard reporting experience
• Acts as project coordinator, maintains focus on strategy, keeps key stakeholders informed and interacts with other Fidelity companies.
• Excellent oral communications, writing and presentation skills, has a deep interest in developing insights and recommendations for senior management and demonstrates storytelling skills
• Demonstrated leadership and management capabilities.
• Ability to act confidently and influence others across all levels of the organization.
• Experience in financial services business preferred.
• Excellent organizational and process management skills.
• An individual who can foster collaboration, engage and inspire people.
• Strong statistical software and PowerPoint aptitude.
The Value You Deliver
• This position will use both primary and secondary research techniques and will be responsible for designing, executing, reporting and communicating research results to business partners and key stakeholders.
• This position will manage a highly visible loyalty program for our clients. Strong project management skills are required to deal with tight timelines, involved sampling process and multiple vendors.
• Challenge the existing program and bring an innovative mindset to strive for continuous improvements in bringing new insights and guidance to internal partners to reach aggressive goals
• Communicate effectively key learnings and insights to various internal partners, working with them on understanding and interpreting results
• Manage offshore support resources by providing consultation on data analysis, methodology and presentation, as well as assigning work appropriately and providing the necessary feedback
• Manage vendor relationships to ensure projects are delivered with highest quality, on time and on budget.
• Must have a consultative approach to working and partnering with stakeholders and polished influencing skills to manage through opposing views to find the right solution
• Develop integrated reporting to drive insight and action. Where appropriate, help business partners develop tactics to implement recommendations. Present integrated findings to senior management.
• Learning agenda - advance the shared learning agenda around clients. Partner with stakeholders across WI for creating a comprehensive view and incremental roadmap and calendar.
How Your Work Impacts the Organization
As a key member of the Customer Strategy and Segment Management team, this role will manage market research projects, primarily the Net Promoter Score (NPS), study in support of WS’s strategic business initiatives, with the goal of understanding customer needs and providing insights to make necessary improvements to our customers’ experience.