Job Description:

The Role

As the Director, Customer Solutions you will work within the WI Agile framework as a member of the Customer Solutions Chapter. With the Squad Leader, provide effective product leadership and management of the product backlog with a focus on communication, risk mitigation, quality assurance, effective delivery and building trusting relationships. Directors in Customer Solutions must be highly motivated, “self-starters” with a sense of ownership, and a strong desire to succeed.

You will be a key member of the Dragonstorm Squad supporting Goal Booster within the Lifetime Financial Help Product Area. Fidelity Goal Booster helps individuals set short-term goals, explore products, and simplifies the saving process. The Director, Customer Solutions will work closely with a team of cross-functional, multi-disciplinary, and dedicated squad members responsible for delivering specific business goals and outcomes for our customers.

Expertise and Skills You Bring

• Experience in product development, working with UX, product, and developers to design, deliver and maintain digital products and solutions

• Ability to prioritize iterative product releases leading to a successful customer experience

• Proficiency in various business analysis methodologies, including data analysis, uses case development, story writing, and user acceptance testing and product documentation.

• Bachelor’s or equivalent degree in business, technology or other relevant field required; MBA is a plus

• Strong technology background with the ability to actively participate in detailed discussions, helping make technical trade-offs, and set criteria for Minimum Viable Product (MVP)

• Adept at working in a fast paced, collaborative, customer centric environment, possessing a positive, can-do demeanor

• Self-starter who can translate strategic goals and ideas into action quickly, conceptualizing, developing and delivering strategies that meet customer needs

• Strong leadership skills with an ability to lead with empathy to resolve conflicts

• Outstanding listening, communication and facilitation skills

• Strong negotiation and conflict resolution skills

• Excellent critical thinking, analytical and problem-solving skills

• Ability to find opportunities to innovate and take thoughtful risks to get the work done better and faster

• Assist with quarterly planning activities and influence ongoing prioritization of squad backlog

• Apply expert knowledge and act as a trusted advisor by providing consultation services to internal clients in areas of critical initiatives

• Identify, define and articulate strategic product initiatives/roadmaps for the squad and breakdown into stories which can be consumed in a single sprint

• Ability to clearly articulate product vision and features

• Accountability in ensuring the features delivered meet customer needs and bring the product vision to life

• Effectively present information and roadmap progress to Product Area and Domain leadership

• Assist Squad Leader with developing a strong team that enables its members to work successfully within the Scrum framework

• Work with key partners to define product features and maintain awareness of internal and external market trends

• Actively manage partner expectations and maintain strong communication throughout each release

• Build effective relationships with key business, IT and Legal, Compliance, and Risk partners to drive initiatives to completion

Certifications: