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Boston, MA Full Time Posted by: Fidelity Investments Posted: Tuesday, 23 February 2021
Job Description:

Do you want to be part of a team that revolutionizes how a company interacts with its customers? Do you have a proven track record of generating data-directed insights that help the team deliver groundbreaking experiences? Come join a world-class analytics team and work in an agile way to inform the creation of the best customer experiences in the Financial Services industry!

The Team

Customer Knowledge & Strategic Insights (CKSI) is an analytics and research group with a mission to proactively anticipate and predict our clients' needs and future behaviors using Data, Analytics, Customer Research and AI Solutions. As a Senior Manager in the CKSI Analytics Chapter, you will work on an agile inter-disciplinary team passionate about reimagining the client experience across our network of investor centers, powered by a digital service strategy. This team will optimize existing solutions as well as implement innovative technologies and practices to drive client satisfaction and make it easy for advisors and clients to collaborate on what matters.

The Expertise You Have

  • 6+ years of proven experience bringing a data-directed approach to strategic business decision making
  • Expertise with industry-leading analytics approaches (eg, database analytics, data visualization, digital analytics, A/B testing) and tools (eg, Adobe, Amazon Athena, Qlik, SQL, Tableau) to transform data into impactful insights
  • Experience with exploratory data analysis using big data technologies/languages such as Hadoop, Hive, Python a plus
  • Prior work experience at a leading digital company, financial services firm, or consulting firm/agency
  • Bachelor's degree in a quantitative/technical field such as Engineering, Economics, Statistics. MBA or Master's degree a plus

The Skills You Bring

  • Ability to present and deliver measurable insights to enable objective, informed business and product decisions
  • Aptitude to thrive in an agile development environment, partnering and communicating effectively with technology, business, and analytics colleagues
  • Intellectual curiosity, initiative, and a passion for learning new skills and capabilities

The Value You Deliver

  • Analyzing customer interactions at every touchpoint to measure usability, effectiveness, and client satisfaction within the overall cross-channel client journey
  • Using a variety of structured and unstructured data sources (eg, digital interactions, customer feedback, chatbot and call transcripts, customer attributes, transactions) to assess opportunities for continuous improvement of the investor center servicing experience
  • Driving a culture of experimentation-ie, designing, running, analyzing, and interpreting experimental tests (eg, A/B Testing)

Boston, MA, United States of America
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2/23/2021 5:23:44 PM

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