Job Description

The Role

Our tribe is seeking a results-oriented, client-obsessed squad member who thrives when working with teams to deliver outstanding products and services to support new customer acquisition. You are a motivated individual who possesses an ability to work with a team and independently to deliver against multiple objectives, influence, and contribute to a positive, can-do team dynamic. You will develop insights through data analysis and partnership with Fidelity representatives that improve the Rewards+ customer experience and boost program participation. The Client Solutions Business Chapter is seeking a candidate to fill this role at the Analyst or Consultant level, depending on experience.

The Expertise and Skills You Bring

The squad member is an upbeat, results-oriented teammate who is client obsessed and loves working collaboratively to craft and deliver outstanding client experiences on high visibility projects for senior Fidelity leaders!

·        Bachelor’s degree with minimum of 5 years professional experience and strong financial services experience

·        Product Management experience preferred, MBA is a plus

·        Deep knowledge of wealth management service model & regional centers - roles/responsibilities & structures

·        Experience with broad spectrum of distribution leaders, field communications, field-related technology; the broader the better

·        Proven ability to get things done in the face of ambiguity

·        Familiarity with Agile processes & tools, including strong story-writing skills

·        Dedication to cross-functional collaboration in a dynamic, agile environment while exhibiting a passion for innovation through a customer-first, ‘test and learn’ approach

·        While the focus is on new customer acquisition and loyalty experiences – you’re able to process and understand the customer’s total relationship with Fidelity

·        Embrace working within a team that has diverse skill sets, including working directly with Engineering, Marketing, Distribution/Sales, Legal, and other business partners

·        Ability to think beyond traditional financial services to drive outstanding experiences for our clients

·        Ability to build credibility and trust with diverse partners, including regularly interacting with Fidelity executives

The squad member:

Uses their skillset to own the outcome, embrace pace over perfection, deliver value and drive business results by:

·        Drawing upon a strong digital product background and understanding of emerging digital trends

·        Synthesizing complex data from multiple, disparate sources in order to present analysis and relevant insights that translate to the creation of epics and stories

·        Staying close to the customer, understanding their needs, and developing Rewards and Loyalty Program improvements that are informed by these learnings

·        Exercising strong program management, analysis, and process improvement skills, having led workstreams with multiple internal and out-of-tribe dependencies

·        Exhibiting strong collaboration, communication, organization, and presentation abilities

·        Leading bodies of work that evolve solution hypotheses to learning agendas, testing methodologies, and product launches

·        Working across Fidelity PI and/or across other Fidelity business divisions

·        Applying knowledge of the competitor landscape and multi-channel engagement best practices

·        Applying knowledge of UX, technology, end-to-end testing and test and learn methodology

·        Utilizing strong skills in JIRA, Mural, PowerPoint, and Excel

Identifies client needs and wants by:

·        Prioritizing squad work in partnership with Squad Leader & Scrum Master to deliver customer value based on an understanding of business and client needs

·        Partnering with teammates on ideation, development, and execution of new strategies that quantify and communicate the value that Fidelity delivers

·        Creating testing strategies that offer innovative solutions that outpace the competition

·        Helping to conduct key customer research and analysis that informs backlog prioritization

·        Developing client and service associate journey maps and design prototypes

Implements and measures solutions by:

·        Participating in and leading product readiness and rollout activities for delivering the Rewards+ experience to Fidelity customers and Fidelity associates

·        Performing business acceptance testing focused on the overall client and associate experience

·        Implementing, measuring, and utilizing metrics & data to aid in identifying improvement opportunities

·        Developing key squad level critical metrics that measure the effectiveness of solution hypotheses

The Team

The Rewards Strategy and Go-To -Market squad defines the strategy, identifies feature development opportunities, and maintains the learning agenda and product backlog for the Fidelity Rewards+ loyalty program. Through fundamental research, market analysis, and collaboration with squads in the A&L tribe and beyond, this squad identifies features, capabilities, and creates an overall rewards experience that drives loyalty to Fidelity.