Job Description:
Position Description:
Drives improvements to the digital experience for customers and advisors, with industry-leading data analytics, visualization, and experimentation approaches and tools. Transforms data into impactful business insights, using structured and unstructured data sources (including digital interactions, customer feedback, chat/call transcripts, customer profile attributes, platform logs, operational metrics, and financial transactions). Creates compelling visualizations, using Adobe, Elastic, Excel, SQL, and Tableau. Performs exploratory data analysis, using big data technologies and open-source platforms. Partners with business stakeholders to understand their critical business questions and data needs, assess opportunities, and measure the resulting impact of product/service enhancements on advisor productivity, client satisfaction, and business objectives and key results.
Primary Responsibilities:
- Presents and delivers actionable insights and recommendations to senior business leaders and product owners, enabling objective, informed business and product decisions.
- Develops and executes comprehensive learning agendas that inform strategic business decisions and tackle the key business questions to which stakeholders need answers.
- Based on business objectives, selects the optimal research/analytics metrics to measure project outcomes and validate key findings.
- Analyzes customer and advisor interactions at every touchpoint to measure usability, effectiveness, and client satisfaction within the overall cross-channel client/advisor journey.
- Drives a culture of experimentation, (including hypothesis generation, testing strategy/design and test implementation) to personalize and optimize the customer experience.
- Contributes to project strategy and deliverable planning, influencing the vision and mission, work plans, and timelines.
- Partners and collaborates effectively with technology, business, and analytics colleagues in an Agile development environment.
- Develops and maintains working relationships with team members, client stakeholders, and peers.
- Communicates project updates and recommendations to senior stakeholders, concisely and clearly.
- Continuously improves data analytics and insights capabilities, monitoring innovation across the analytics industry, and spreading that knowledge and expertise throughout the organization.
- Conducts regular sessions and works with teams across the enterprise to ensure data consistency on all platforms.
- Collaborates with data enablement squads to bring in new data which improves customer analytics and ad-hoc deep dives.
- Mentors new associates and brings them up to speed on business objectives and initiatives, data ecosystems, past projects, and forms partnerships across functions.
Education and Experience:
Bachelor’s degree in Business Administration, Computer Science, Engineering, Information Technology, Information Systems, Information Management, or a closely related field (or foreign education equivalent) and six (6) years of experience as a Director, Advanced Data Analytics and Insights (or closely related occupation) performing data analytics and insights using SQL, Adobe Analytics, Tableau, or Snowflake in a large cross-channel enterprise environment.
Or, alternatively, Master’s degree in Business Administration, Computer Science, Engineering, Information Technology, Information Systems, Information Management, or a closely related field (or foreign education equivalent) and four (4) years of experience as a Director, Advanced Data Analytics and Insights (or closely related occupation) performing data analytics and insights using SQL, Adobe Analytics, Tableau, or Snowflake in a large cross-channel enterprise environment.
Skills and Knowledge:
Candidate must also possess:
- Demonstrated Expertise (“DE”) extracting, transforming, and analyzing unstructured and semi-structured data – text content and customer-centered feedback – to identify sentiment and extracting entities; performing text summarization and text classification using Qualtrics; and integrating data from multiple sources and internal data warehouses by creating standards and repeatable workflows to process at scale using Elasticsearch, Snowflake, Amazon Web Services (AWS) or Oracle.
- DE quantifying and monitoring customer activities across channels by developing customer journeys using data preparation and visualization tools -- Power BI, Tableau, Kibana, and Excel; and furnishing actionable insights that enable business decisions through customer data mining using Cloud technologies – Elasticsearch, Snowflake, Oracle, or AWS.
- DE parsing, summarizing, and visualizing customer journeys and behavior across digital and live activities using Python, and Tableau or Quicksight, and Postman or API methodologies; performing customer engagement optimization using statistical methods (inferential statistics, hypothesis testing, and A/B testing) and data analytics software (Python or SQL, and AWS or Elasticsearch).
- DE performing marketing analytics (opportunity sizing, penetration, and marketing measurement) to inform strategies and optimize customer engagement funnels; and analyzing clickstream data, social media analytics, and customer call logs using SQL, R, Adobe Analytics, Tableau or Adobe Target, and ContentSquare.
Salary: $164,850.00 - $194,000.00/year.
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Data Analytics and InsightsMost roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.
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.
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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about 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. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.
Reasonable accommodations
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Hybrid work schedule
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 all business days of every other week in a Fidelity office.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.