Job Description:

Manager, Research and Insights

Fidelity Charitable is looking for a customer obsessed data analyst and program manager to oversee our customer experience insights program, turning data into insights and driving those insights into business actions. This role is made for candidates who enjoy research and analysis and who also want to work with people and advocate for customer needs.

The Role

• Managing our customer experience feedback programs:

• Maintaining our net promoter score survey and system across Fidelity Charitable donors, advisors, and nonprofits, including programming and maintaining surveys, managing email sends, monitoring technology infrastructure, and developing results reporting.

• Conducting data analysis and synthesizing data inputs from multiple listening posts and feedback mechanisms to create insights-driven reporting for business stakeholders. Data sources include feedback surveys, qualitative and quantitative primary research, internal data, customer conversations, and secondary research.

• Acting as the day-to-day contact for organizational questions and input regarding the customer experience feedback program. Working to continuously improve programs.

• Maintaining text analytics programs

• Developing and maintaining insights analysis dashboards for the team and the organization, visualizing and analyzing customer feedback. Working with stakeholders across the business to understand needs and use cases, then developing dashboard solutions.

• Performing data analyses in response to research requests or to uncover business improvements. Interpreting and helping communicate key findings.

• Contributing to additional qualitative and quantitative strategic research initiatives as needed, including supporting the growth of the marketing insights function and driving the adoption of existing insights across a rapidly growing organization.

The Expertise and Skills You Bring

• Bachelors’ degree and 3+ years of experience in marketing research, insights, customer experience programs, data, and/or business analytics or consulting; requires some experience in project or program management.

• Research and quantitative analysis skills; ideally a familiarity with marketing and customer research.

• Excellent verbal and written communication skills.

• A learning mindset – you actively seek new ways to help the team stay ahead of business objectives, bring new vendors / methodologies to the table, stay on top of best practices.

• Ideally experience with Salesforce, Qualtrics (or similar survey platforms), and Tableau

• Experience with NPS/CX a plus.

• Nonprofit, philanthropic, or financial services background advantageous but not required.

• You are a skilled and self-directed project manager who thrives in a small team environment; you can proactively oversee and execute end-to-end projects with limited inputs.

The Team

The customer insights manager will be part of a small dynamic team that sits within Fidelity Charitable marketing. In addition to the marketing team, the insights manager will work most closely with technology, business analytics, service delivery, and fundraising teams.

Note: Fidelity is not providing immigration sponsorship for this position

Company Overview

Fidelity Charitable’s mission is to make charitable giving simple, accessible, and effective. Your work will drive our growth through customer obsession; with a rapidly expanding donor base and program offerings, your work will help ensure we have our finger on the pulse of customer sentiment.

The Fidelity Charitable Gift Fund (“Fidelity Charitable”) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Fidelity Investments provides all of the charitable organization’s employees and supports all of its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising

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Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.