Fidelity Investments Client Solutions Business Squad Member - Boston, MA in Boston, Massachusetts

You are an energetic team member who blends deep knowledge of security and identity protection with a passion for delivering amazing customer experiences. In this role you will work as an analyst on a squad providing business and technical knowledge and expertise in our efforts to deliver a best-in-class secure experience for Fidelity customers. If you can envision how a customer would engage with us and how a cyber-criminal would leverage similar engagement points maliciously, and have a passion for preventing such events then this is the opportunity for you.

The Expertise We’re Looking For

  • Proven track record of defining, testing, iterating on, and delivering best in class digital experiences

  • Demonstrated commitment to cross-functional collaboration in agile, client-centric, fast paced environment

  • Ability to build credibility and trust with diverse stakeholders and understands how to influence without authority

  • Business analysis, problem solving and analytical skills with high attention to detail

  • Experience in data analytics, sound understanding of SQL, excel, and charts

  • Self-starter with strong sense of ownership

  • BS/BA degree is required. An MBA would be a plus.

The Purpose of Your Role

Partner with the squad lead and team members, to evolve and build industry-leading digital offerings that protect millions of our American customer’s while they build solid financial habits, invest towards their goals and feel protected in times of need. You will work with various functional teams including technology, online business operations, customer contact centers, experience design, fraud intelligence, enterprise security and risk management, using data and user experience analysis to identify trends, issues, and gaps, define business requirements and use cases, and create or enhance processes to support product development activities.

The Skills You Bring

You will deliver customer value and business results on Squad by:

  • Helping the squad achieve specific and measurable KPIs to be defined for squad

  • Staying close to the customer, and understanding customer needs

  • Keeping a pulse on emerging digital technologies and trends

  • Improving your skills and increasing your mastery

You will be expected to provide subject matter expertise in the following areas:

  • Application of digital solutions to address consumer’s needs, wants and preferences

  • Driving competitive advantage through the use of new and emerging technology

  • Business acumen, along with your strategic and analytical skills that allows you to make decisions based on both hard and soft data

  • Business platforms, processes and product development methodologies

You will be responsible for identifying Client Needs and Wants by:

  • Participating in the prioritization of the squad work (in partnership with Squad Leader) to deliver customer value based on an understanding of business subject matter areas and client needs

  • Providing analytical support in understanding customer experience, making recommendations and defining new business requirements and initiatives using data from operational processes and digital flows

  • Developing client and service associate journey maps and design prototypes

You will develop Client Solutions by:

  • Synthesizing complex data from multiple, disparate sources and present analysis, relevant insights and themes in a simple/clear way

  • Developing and evolving ideas, via facilitated and ongoing dialogue with your partners and senior leaders, that effectively bring together client needs, emerging technology, financial trends and Fidelity’s goals

  • Working with other squads to ensure customer experiences delivered by each team are cohesive, familiar and valuable to the customer

  • Conducting financial analysis (as part of squad) to determine total cost of ownership for various client solutions

  • Gaining knowledge of Fidelity’s products and delivery channels to develop new and effective digital solutions to our clients

  • Carry the voice of the customer needs, wants and preferences in developing stories and epics that drive the squads backlog

You will implement and measure Client Solutions by:

  • Participating in and leading readiness and roll out activities for clients and Fidelity associates

  • Performing business testing focused on the overall client and associate experience

  • Developing key squad level KPI metrics to measure the effectiveness of the solution hypotheses

  • Implementing, measuring, and utilizing metrics to aid in identifying improvement opportunities

The Value You Deliver

  • You tell an impactful story through use of data, and analytics, technology visualization to identify trends as well as areas or opportunity

  • Bring a deep knowledge of digital security and customer information protection while quickly learning Fidelity client needs and Fidelity’s product and service offerings

  • You will collaborate with your squad to build new and innovative digital experiences for Fidelity’s clients that will be industry recognized

  • Demonstrated subject matter expertise on your squad, and across Fidelity, and serve as a mentor to other members of the squad

  • Mastery of skills associated with agile ceremonies, tools, and an innovative mindset that you will foster with your squad

How Your Work Impacts the Organization

Fidelity is one of the largest providers of investment services in the world. Within Fidelity, the Personal Investing (PI) division is responsible for a number of services that support our clients, such as self-directed brokerage accounts, credit cards, cash management services, college saving plans, managed investment solutions, the physical branch network, the customer service teams, and retirement solutions that fall outside of employer-sponsored plans.

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. /

Job: *Operations

Title: Client Solutions Business Squad Member - Boston, MA

Location: MA-Boston

Requisition ID: 1804045