Job Description:

Director, Customer Solutions - Lifetime Financial Help

The Role

Our Director, Customer Solutions role falls under Fidelity’s Workplace Investing (WI) business unit. WI helps employers lead successful benefits programs to improve employee’s overall well-being. You will partner with your Squad Leader to help bridge business strategy to delivery for our Financial Wellness offering. You will lead end to end business analysis that accounts for participant, plan sponsor, and operational requirements for product offerings. You will execute on critical strategic initiatives and manage across stakeholders, both internal and external. You will be responsible for ensuring successful delivery of priorities, supporting the definition and prioritization of future initiatives, and working collaboratively across stakeholders. Acting as a representative for the Lifetime Financial Help Product Area, you will have the opportunity to engage with client teams and clients to ensure understanding and awareness of our offering. Directors in Customer Solutions must be highly motivated leaders, 'self-starters' with a sense of ownership, and a strong desire to succeed.

The Expertise and Skills You Bring

• Strong understanding of financial wellness trends, digital product development, and client engagement strategies
• Ability to understand business strategy and collaborate with product leads to define the product vision and roadmap
• Experience collaborating with client-facing teams preferred, including participation in client meetings and communications to ensure alignment and satisfaction
• Exceptional product development skills including market / customer research, requirements and data analysis, use case development, product and process documentation
• Excellent critical thinking, analytical and problem-solving skills
• Ability to participate in technical discussions and work through solution options with technology partners
• Establish and lead requirements gathering meetings, design sessions and planning sessions for large initiatives
• Skilled at building effective relationships and influencing key partners across the organization without formal authority
• Skilled at facilitating diverse groups of people to move towards solutions while influencing key decision makers based on analysis findings
• Effective at creating and delivering clear presentations on complex concepts to all levels
• Proven time management and organizational skills; able to balance multiple competing priorities
• Experience working in an Agile Scrum environment, with ability to work across multiple teams
• Bachelor’s degree or equivalent years of experience required, Master’s level a plus
• Series 63, 7 licenses preferred

Note: Fidelity is not providing immigration sponsorship for this position.

The Team

The Lifetime Financial Help Product Area equips plan sponsors and participants with the tools and knowledge to achieve financial well-being. We offer innovative solutions that empower plan sponsors to support their employees, enabling them to confidently plan, save, invest, and ultimately achieve their financial goals.

The Customer Solutions Chapter works closely with a team of cross-functional, multi-disciplinary, and dedicated team members responsible for delivering specific business goals aligned to the Workplace Investing product roadmap. We are customer obsessed and driven to analyze, design and deliver features, products and services that align to our customer’s needs. Customer Solutions is a global organization of approximately 200 business professionals and our mission is to drive the realization of results by translating business objectives into concrete plans and solutions that drive customer value. We support business and technology delivery of prioritized work using Agile and scrum techniques within Fidelity Workplace Investing. Additionally, as a member of the Customer Solutions Chapter, you’ll receive ongoing skill and career coaching to help you grow personally and professionally.

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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.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.